CRM Implementation - AMS
New AMS implementation
Project: Vic ICT for Women - Association Management Software Implementation
Accountable: Julie Garaway
Role: Consultant & Project Manager
Team: Board of Directors, External CRM vendor, Finance, Administrators, Volunteers,
Platforms: HiveBrite, Xero, Wordpress, SquareSpace
Platforms: (decommissioning) Salesforce, MailChimp, EventBrite, Formly
Background
Implementation of an Association Management Software (AMS) platform to manage our members, sales, revenue, programs, marketing and communications.
Including analysis, requirements gathering, testing, recommending a suitable platform and implementing AMS within the company.
Reviewing member structure data, understanding and improving internal processes, operational efficiencies, assisting with change management and company adoption strategy for AMS. As well as the final implementation and decommissioning of redundant platforms.
Approach
Milestone 1 - Kick off
Final platform selection: Approval of solution, including pricing, assisting with the fine detail and critical analysis of capabilities.
CRM implementation Team: Creating an internal team of 5 people that will be responsible for various areas of the project. A RACI model that includes, project manager (Julie Garaway), a selection of SME that are representative across the business and key advocates, specialists and users within the VICT4W.
Communication: Create an approach for project comms internally, including process, frequency, platform etc. for regular updates. Key to driving the success of the project.
Milestone 2 - Requirements gathered
Workshop of member data: Work with SME and VICT4W leadership around the way structure of the organization members and programs.
Deep dive into programs: Analyse and document how VICT4.W individual programs and provide a consistent framework for program management within the AMS
Consolidate requirements: Create a detailed and consistent approach to managing member data including field definition, and data structure and program structures.
System integration requirements: Work with vendors on integration plans, including immediate integrations required for Go Live as well as possibilities for future integration as part of the adoption plan.
Pricing, licensing & user access: Review and document requirements for members and tiers of usage. Create a plan for licensing types and costs in AMS associated for user management within the platform; and work with vendor on best practices and approach.
Milestone 3 - Reporting
Workshop for reporting: Align senior leaders and program managers on requirements for reporting including levels of detail for member and program data, required KPI’s, dashboards for board members, volunteers and administration.
Reporting & metrics: Create plan for first stage of reporting including dashboard requirements for board members, volunteers and administration.
Milestone 4 - Configuration
System architecture: Build architecture map of the AMS and other integrated systems.
Build platform: Platform configured for VICICT requirements. Showcase of the platform setup complete to internal team.
Integrate systems - any necessary current VICICT internal systems for launch
Milestone 5 - Data Migration
Data migration: Working with internal SME’s and administrators on a data migration plan, including cleansing the data, aligning data structures and ensuring a smooth transition.
Milestone 6 - Roll out (back end - AMS)
Testing: Testing required throughout each stage with internal champions and technical team including: system testing, functional testing, stress testing, performance testing, usability testing, acceptance testing, integration testing.
Change management plan: Communication plan for all VICT4W team to understand change management of new platform rollout including process, adoption and usage.
Go Live: Managing the full roll out of the platform including in conjunction with vendor, testing plan met, monitoring system performance, and success etc.
Milestone 7 - Roll out
(front end - member site)
Testing: Testing including: system testing, functional testing, stress testing, performance testing, usability testing, acceptance testing, integration testing.
Go Live: Managing the full roll out of the member front end site in conjunction with vendor, testing plan met, monitoring system performance, and success etc.
Milestone 8 - Post roll out plan
Training: To the wider group, and in stages. SME and internal champions will be empowered to run these sessions with guidance and assistance.
Governance: Work with the administration team to ensure there is governance and processes in place. See the success of the platform regardless of who’s using it.
Adoption: Increase use within the platform. Showcase benefits to platform rollout, successful case studies, report on efficiencies that have been made internally.
Decommissioning strategy: Plan for decommissioning unnecessary systems/tools.
