Background

The Uniting Church Synod of NSW & ACT (The Synod) recognized the need for a modern Church Relationship Management (CRM) system to support their strategic direction and service delivery principles.

In early 2020, they developed a business case and high-level requirements document, ultimately deciding to implement Microsoft D365 CRM as their CRM of choice.

Business Challenge

The Synod needed to identify a partner who would align with their approach, demonstrate relevant experience, offer competitive costs, and show cultural alignment with The Synod’s values. The scope of the project was comprehensive, covering essential functional areas such as:

  • CRM Contacts and Corporate Directory
  • Surveys and Campaigns
  • Product and Service Catalogues
  • Case Management
  • Complaints Handling
  • Events Management

CRM Evaluation Results

The Synod engaged Combined Management Consultants (CMC) to facilitate an independent CRM Vendor Evaluation. CMC’s approach was methodical and comprehensive, designed to identify the best D365 CRM Vendor for The Synod’s specific needs.

CMC’s Evaluation Process included the following key activities:

  1. Facilitated workshops to document The Synod’s business requirements, utilizing CMC’s Business Scenario templates.
  2. Development of the “Day in the Life Of” Business Scenario. This scenario provided a practical, real-world context for Vendors to demonstrate how their solutions would address The Synod’s operational challenges.
  3. Preparation of the Request for Proposal (RFP) document. This RFP served as a critical tool in determining which Vendors would proceed to the presentation stage.
  4. Management of client and vendor interactions, ensuring clear communication and fair evaluation for all parties involved.
  5. Independent advice, covering business, technical, and support components.
  6. Facilitation of a detailed due diligence process. This included reference site calls to gain real-world feedback on the Vendor’s performance and capabilities.
  7. Vendor Selection and Cost Overview Report for the COO and Secretariat. This report synthesized all the evaluation data, providing a clear recommendation for the most suitable D365 CRM Vendor.

The Evaluation Process resulted in the selection of the Preferred Vendor who then proceeded to the Detailed Design Stage.

”It has been a very interesting and informative journey. Thanks to CMC’s Evaluation process and the skill and expertise they brought to our project we reached a clear and unanimous position on the best CRM Vendor to guide and support our design and adoption of the D365 CRM (Church Relationship Management) solution

David Rudd - Director - Innovation and Project OfficeUniting Church Synod NSW & ACT