Improving Charitable Impact
This client initially approached our team following a challenging financial period, looking to review their operating procedures and cross-departmental communications. This medically focused charity operated across the UK, with headquarters in central London. Its membership consisted of medical professionals with a shared commitment to improving the lives of those with the condition.
The initial investigation reviewed communication, workload management, task delegation and automation. The organisation consisted of several individual, specialist departments — all performing well, but struggling to coordinate when tasks required cross-departmental support.
The Solution
Our team conducted several process mapping sessions with each individual team. Interdependencies were mapped, and processes reviewed to identify efficiencies. Following rigorous testing, we documented processes to be incorporated into their ISO9001 quality management system.
A project management programme was implemented for all non-standard activities, with training rolled out identifying project champions from each team responsible for overseeing their departments’ project portfolio.
Upgrading the Membership Management System
Following a user requirements investigation, it was clear that the existing Microsoft Dynamics system could not be recovered. Valence’s team worked across all departments to gather systems requirements, mapping a detailed scope and evaluation procedure to go to market.
Following a two-stage tender process, a preferred supplier was identified. It was negotiated that the cost of the testing solution would be recovered over the contract lifetime to make the implementation affordable. Valence supported the implementation stages, data transfer and training period.
The Result
The charity successfully implemented a new, fully integrated CRM and membership management system — improving cross-departmental coordination, reducing administrative burden, and providing accurate data for analysis and reporting.