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CRM Guide - Maintain

 Congratulations on implementing your database - you're done now, right? Err...no!

We have been brought in to work with multiple clients who have had a database for a couple of years, but no-one owned or maintained the system - and now it's not working for them at all. How does that happen?

  • No change control process; people with permissions have all tinkered independently, resulting in confusing fields, duplication of data collection, data collected on the wrong type of record, broken reports etc.
  • Something was wrong from the outset, but it wasn't addressed and people have started working outside the system in spreadsheets or other tools
  • Training hasn't been kept up to date and people are not using the system as they should
  • Processes have had to change for either business or statutory reasons, but no changes were made in the database to support this
  • You have created new service offerings which have been made to fit within the existing database structure, rather than adjusting the configuration to support what you need
  • Data quality has not been maintained.
So what do you need to do to avoid this happening? 

1. Develop a regular check in cadence 

  • In the early early weeks of launching the database, you should build in specific check-ins with the teams using the system. For the first couple of weeks we would recommend at least twice a week, and then once a week for a few weeks after. This should be an open session where people can bring up any specific challenges they are facing, and also celebrate successes. It is in these sessions that you should be able to spot any training gaps vs issues with the system.
  • After the initial few weeks we would then recommend ensuring dedicated space and time for database discussions - either added to an existing meeting or a new space for this. Even if no one has anything to raise, don't start thinking you don't need this time! When people don't have anything to say about the database, this is when we start to worry.

2.  Use your change process 

 Having created a change process as part of your implementation, it's time to make sure you are using it:

  • Create a working group of your systems champions who meet regularly to check in on what is happening with the database (what are they hearing from the teams, and more importantly what are they not hearing!)
  • Ensure you hold each other to account with your new change process - watch out for people just making quick changes as "it's just easier"
  • Don't be afraid to iterate your change process.

3.  Onboarding new staff and regular training 

  • Ensure that database training is part of the onboarding process
  • Include quarterly/biannual training refreshers for all staff
  • Run lunch and learn sessions on any more complicated areas.

4.  Data quality checks 

  • Run regular checks for duplicate people, organisations, cases, donations etc.
  • Ensure you know where your data quality bar is
  • Avoid 'garbage in, garbage out'!
  • When you spot garbage in, use this as a training opportunity
  • Build a data quality dashboard if possible, if not create list views/reports to support checking for issues.