Fast start, controlled rollout
Configuration-first approach. Start with essential modules, expand as you're ready. Typical implementation: 6-12 weeks from kickoff to go-live.
Typical timeline
Week 1
DiscoveryWorkshop, requirements, scope
Weeks 2-5
ConfigureBuild, test, refine
Week 6
MigrateData import, validation
Week 7
TrainRole-based sessions
Week 8+
Go LiveLaunch with support
This is a guide. Simpler implementations (fewer modules, less data) can be faster. Complex multi-site rollouts may take longer.
Phase 1: Discovery
Structured workshop to understand your organisation, processes, and requirements. Usually completed in 1-2 days.
Understand current state
How do you manage clients, cases, programs now? What's working? What's broken? Where are pain points?
Define scope
Which modules are essential for go-live? Which can wait? What's the minimum viable system?
Map stakeholders
Who are your clients, members, volunteers, donors? What relationship types matter?
Define roles & access
What security groups do you need? Who sees what? What field-level security is required?
Data readiness
What data exists today? Where is it? What quality issues need addressing before migration?
Success criteria
What does "working" look like? What reports or outcomes prove the system is delivering value?
Deliverable
Implementation plan document: agreed scope, timeline, responsibilities, and success criteria.
Phase 2: Configure
Build your CRM environment using configuration tools. No custom code unless absolutely necessary. Typical duration: 3-4 weeks.
Module setup
What we do: Configure selected modules with your terminology, fields, and workflows
Example: Set up Intake & Enquiries with your triage categories, assignment rules, and SLA targets. Configure case management with your service types and case stages.
Security configuration
What we do: Create security groups, define record-level permissions, configure field-level security
Example: "Case Workers" see clients in their region. "Clinical Team" sees mental health fields. "Leadership" sees aggregate dashboards only.
Forms & views
What we do: Build user-facing forms and data views tailored to your processes
Example: Client intake form with your specific questions. Case worker dashboard showing "my cases due this week." Leadership view showing caseload by region.
Automation rules
What we do: Configure workflows for assignment, notifications, reminders, status updates
Example: Auto-assign enquiries by postcode. Send reminder 90 days before membership expiry. Escalate cases approaching SLA breach.
Reporting templates
What we do: Build reports and dashboards for operational and leadership visibility
Example: Weekly caseload report by worker. Monthly program participation report. Board pack with key metrics.
User acceptance testing
What we do: Walk through scenarios with your team, refine based on feedback
Example: Test enquiry-to-case workflow end-to-end. Verify security access is correct. Confirm reports show expected data.
Deliverable
Configured CRM environment ready for data migration and testing.
Phase 3: Migrate
Move data from existing systems into CRM for NFP. Typical duration: 1 week (depends on data volume and quality).
Step 1: Data audit
Review your current data sources (spreadsheets, old CRM, paper records). Identify what needs to migrate and what can be archived.
Common issue: Duplicate contacts, inconsistent formatting, missing required fields
Step 2: Data cleansing
Prepare data for import: remove duplicates, standardise formats, fill gaps. Better to fix now than carry problems forward.
Your role: You own data quality. We provide tools and guidance.
Step 3: Test migration
Import a sample dataset. Verify mapping is correct. Check relationships (e.g., cases linked to correct clients). Refine and repeat.
Step 4: Full migration
Import all data in agreed order (contacts first, then cases, then activities). Validate completeness and accuracy.
Timing: Usually done over a weekend to minimise disruption
Deliverable
Migrated data in CRM, validated and ready for use.
Phase 4: Train
Prepare your team to use the system confidently. Role-based training using your configured environment and real data. Typical duration: 1 week.
End-user training
Hands-on sessions for case workers, intake staff, program coordinators. Focus: how to do your daily work in the new system.
Manager training
Dashboard usage, reporting, assignment oversight. Focus: monitoring workload and performance.
Admin training
User management, security configuration, basic customisation. Focus: day-to-day system administration.
Super-user training
Deep-dive for internal champions. How to troubleshoot, train others, identify improvement opportunities.
Deliverable
Training materials, recorded sessions, and user guides tailored to your configuration.
Phase 5: Go-live & support
Launch day and the critical first weeks. Hands-on support to ensure smooth adoption.
Controlled rollout options
Big bang: Everyone switches on the same day. Suitable for smaller teams or when old system is being retired.
Phased: Roll out to one team or site first, refine, then expand. Reduces risk for larger organisations.
Parallel running: Run new and old systems together briefly for confidence. More work, but lower risk.
First-week support
Daily check-ins. Issue tracking. Quick fixes for configuration tweaks. Answer questions as they arise in real usage.
Expect a learning curve. Staff will be slower initially—that's normal.
Post go-live review
After 2-4 weeks, review what's working and what needs adjustment. Refine workflows, add reports, address pain points.
Deliverable
Live system in daily use. Post go-live support plan. Continuous improvement roadmap.
Phased rollout: start small, expand
You don't need to implement everything at once. Common approach: start with core modules, add functionality as you're ready.
Phase 1: Core operations (Weeks 1-8)
Modules: Intake & Enquiries, Client & Case Management
Goal: Get daily client work into the system. Stop using spreadsheets for case tracking.
Success metric: All new enquiries and cases logged in CRM within 2 weeks of go-live
Phase 2: Program delivery (Weeks 9-12)
Modules: Programs & Services, Compliance & Reporting
Goal: Track program participation and outcomes. Link to funding deliverables.
Success metric: Program activity data feeds acquittal reporting
Phase 3: Engagement & automation (Months 4+)
Modules: Communications & Engagement, Memberships, Client Portal
Goal: Automate renewals, enable self-service, improve member engagement
Success metric: Reduced admin time on renewals. Increased member self-service.
What success looks like over time
After go-live, expect gradual adoption and value realisation. Here's what typical NFPs see at key milestones:
30 days: System adoption
- All new enquiries and cases logged in CRM (no more email silos)
- Staff comfortable with daily workflows (create case, log notes, update status)
- Triage and assignment rules working reliably
- First board report generated from live CRM data
- Initial pain points identified and addressed
90 days: Operational efficiency
- Historical data migrated and validated
- Staff faster at data entry than old system
- Reporting routines established (weekly caseload, monthly board pack)
- SLA breaches reduced by 40-60% due to visibility and alerts
- First audit query answered in minutes using system reports
180 days: Strategic value
- Funder acquittal report generated directly from CRM (no manual assembly)
- Leadership using dashboards for resource planning and capacity decisions
- Second phase modules implemented (e.g., Programs, Communications)
- Staff identify further automation opportunities
- Compliance audit completed with full evidence chain from CRM
What makes implementation faster or slower?
✓ Faster implementation
- Clear requirements and decision-making authority
- Clean, well-organised existing data
- Smaller team (easier to train and coordinate)
- Start with fewer modules, add later
- Standard workflows (not highly customised processes)
⚠ Slower implementation
- Unclear requirements or shifting scope
- Messy data across multiple sources
- Large, multi-site organisation (more coordination needed)
- Trying to implement all modules at once
- Highly customised workflows requiring significant configuration
Frequently asked questions
How long does a typical implementation take?
6-12 weeks from kickoff to go-live for a core implementation (Intake, Client Management, basic reporting). Simpler deployments can be faster. Complex multi-site rollouts may take longer.
Can we implement in phases?
Yes—recommended approach. Start with core modules (Intake, Client Management), get those working, then add Programs, Communications, Memberships, etc. as you're ready.
How much of our time is required?
Expect 1-2 key staff to be significantly involved during discovery and UAT. Broader team involvement for training. You'll need a project owner with decision-making authority throughout.
What if our data is messy?
Data cleansing is part of the migration phase. We provide tools and guidance, but you own data quality. Better to invest time fixing it now than carrying problems into the new system.
Can we keep using our old system during implementation?
Yes. You continue using existing systems until go-live. We build and test in parallel, then cut over when ready.
What happens after go-live?
Ongoing support is included: issue resolution, questions, minor adjustments. Post go-live review after 2-4 weeks to identify improvements. Continuous enhancement roadmap for future phases.
Do you provide training materials?
Yes. Role-based user guides, recorded training sessions, quick reference cards—all tailored to your configuration. Materials are yours to keep and update.
Can we make changes after go-live?
Yes. The system is configurable. You can add fields, change workflows, create new reports. We provide admin training for common changes. Mayasoft available for more complex adjustments.
Ready to discuss implementation?
Book a conversation to talk about your organisation's readiness, timing, and rollout approach.
No hard sell. Just a practical discussion.