The project

From the outset, Silverbear understood that one of the key objectives was to change internal perceptions of CRM.

Prior to Silverbear’s appointment, there was a great deal of scepticism internally around CRM and its role in the RHA.

Working in close partnership with RHA, Silverbear conducted a functional requirements capture and a 'to-be' business process design and re-engineering programme, which demonstrated to RHA how Silverbear 365 could be used to grow the organisation and automate day-to-day tasks for employees.

The programme not only included the design of RHA's 'to-be' business processes, but also leveraged the knowledge and experience accrued from over 40 existing business process designs developed from working with other high profile associations.

With an exclusive background in supporting membership associations, Silverbear immediately began implementing its platform, which, having been built on Microsoft Dataverse, quickly helped RHA streamline and automate its processes, many of which were originally built around manual methods.

One of  RHA's key challenges was integration with its financial system, which required an upgrade and had no ability to directly link to any CRM platform. Similarly, a lack of internal resource prevented multiple people from testing the platform on a full time basis, which meant that testing had to be carried out by those with full time jobs around their day-today commitments.

Having encountered these issues in a membership environment before, Silverbear was able to match its delivery style and capability with RHA's own resource limitations, migrate its financial system to a fully automated platform and prevent disruption to RHA's operations.

In August 2018, 12 months after selecting Silverbear, RHA had fully integrated Silverbear 365, completed a comprehensive programme of digital transformation and dramatically changed internal perceptions of CRM.