OXFAM GB
Strategic planning for contact relationship management (CRM) systems
When Oxfam began a major contact management project, their vision was to implement a simple, effective system which would deliver improved supporter care and selection while reducing operational costs. Oxfam wanted to invite a range of potential suppliers to propose suitable CRM systems and asked Sayer Vincent to carry out an initial review of the market for database packages. Sayer Vincent consultants worked alongside Oxfam's information systems department and looked at leading packages from the commercial sector as well as at suppliers focusing on charities. Later, Oxfam asked Sayer Vincent to extend the review to include suppliers of contact and call centre technology.
The review identified a range of potential suppliers for Oxfam to include in their invitation to tender. Sayer Vincent's involvement helped in three key areas. Our knowledge and experience in the sector meant that we could direct Oxfam to the suppliers most likely to provide a good cultural fit as well as meeting the technical requirements. Secondly, we were able to provide independent quality assurance and advice at what was a key stage in the project. Finally, we were able to help broker a good foundation to the relationship between Oxfam and the eventual supplier.
"Sayer Vincent has provided Oxfam with a professional and authoritative service. They gave us timely and well targeted advice both about the CRM market and about sensible approaches to the project. They have a solid understanding of the charity sector."
Romilly Gregory, Systems Architecture Manager at Oxfam GB