Background

The Uniting Church Synod of NSW & ACT (The Synod) developed a business case and high level requirements document for a new Church Relationship Management (CRM) System in early 2020.

The Synod decided to implement MS Dynamics 365 CRM as the enabler for the Synod’s strategic direction and service delivery principles.

Business Challenge

The Synod needed to identify and determine which D365 Vendor would be the best business partner for them to implement the CRM solution in terms of approach, relevant experience, costs and cultural alignment to The Synod.

Functional areas in scope included CRM Contacts and Corporate Directory, Surveys and Campaigns, Product and Service Catalogues, Case Management, Complaints and Events Management etc.

Results

CMC was engaged to facilitate an independent CRM Vendor Evaluation to determine the best D365 CRM Vendor for The Synod.

  • Facilitate workshops to document The Synod’s business requirements utilising CMC’s Business Scenario templates and the key “Day in the Life Of” Business Scenario.
  • Prepare a Request for Proposal (RFP) document to assist in determining the preferred Vendors to proceed to the Vendor Presentations.
  • Facilitate the Client and Vendor Interactions.
  • Provide independent advice at the Vendor Presentations (Business, Technical and Support Components).
  • Facilitate the detailed Due Diligence process on the preferred Vendor(s) including Reference Site Call or Visits.
  • Prepare the Vendor Selection and Cost Overview Report for the COO and Secretariat.

The preferred Vendor then proceeded to the Design Stage.

It has been an 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