Untangling a web of CRM solutions to enhance constituent experiences

An international nonprofit with more than 600 employees and thousands of volunteers was experiencing persistent customer and data management challenges that were impacting the experience of constituents, staff, and volunteers. The organization had a vast, but disjointed, web of applications and services, including multiple CRM solutions for different departments and functional needs. Without adequate technology governance, software was historically acquired piecemeal, resulting in overlapping functionality, disconnected systems, and data flows that required intensive staff time and resources.

Build recognized that for the organization to execute on its desired strategic growth, it had to make increased investments in how technology was used to improve the experiences of staff, donors, and beneficiaries. Our recommended investments included developing new infrastructure for data reporting and storage, hiring seasoned technology leaders and staff, and redesigning how existing core technologies supported the organization.