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When progress on the implementation of its Salesforce-based donor management system stalled, ChildFund Australia turned to Accenture Development Partnerships to support it to determine the best way forward.
ChildFund Australia is an independent, non-religious, international development organization that works to reduce poverty for children in the developing world. It manages projects delivered by partner organizations throughout Asia, Africa and the Americas. Its work is funded through child and community sponsorship, public donations and government grants. ChildFund Australia is a member of the ChildFund Alliance, a global network of 12 organizations that assist more than 15 million children and families in 58 countries.
ChildFund Australia, like many other international non-governmental organizations (INGOs), has experienced a period of growth and change, and needed to update its information technology (IT) systems and business processes. In 2009, it began evaluating a replacement for its donor management system. This solution, with its Customer Relationship Management IT capability, presented ChildFund Australia with the opportunity to improve operational effectiveness and expand its reach to beneficiaries, growing existing and engaging new funding streams. However, progress did not meet expectations and in early 2013, ChildFund Australia engaged Accenture Development Partnerships to assist it to clarify its approach to the Salesforce implementation.
The project took place from August to September 2013, with the Accenture Development Partnerships team working in Australia engaging with Accenture Development Partnerships staff supporting ChildFund International in the USA. The team’s skills and experience included IT project management, Salesforce system implementation, international development, IT strategy for INGOs, business process design, and customer relationship management.
To understand the client’s challenges, Accenture Development Partnerships met with ChildFund Australia’s CEO, finance and IT directors, as well as other project staff. This was accompanied by a review of the business case, process flows and other key project documents.
The Accenture Development Partnerships team then worked at the client’s site in close collaboration with ChildFund Australia to help it understand its current state, where ChildFund Australia leadership need to make decisions, and the parameters on which those decisions should be based. The team further assisted the client to identify a feasible approach for the organization going forward.
The Accenture Development Partnerships team leveraged Accenture’s Salesforce practice in Australia and India to determine a suitable approach for ChildFund Australia to implement the Salesforce system. The team also utilized its deep knowledge of the INGO sector, in particular leveraging insights gained from supporting and observing other INGO implementations of IT systems to help the client select a solution that was right for its organization and operating context.
The Accenture Development Partnerships team hosted dedicated sessions with key stakeholders to consider when looking at options for engagement with ChildFund International. The purpose of these sessions was to help make sure that key stakeholders understood the team’s observations, to discuss the different options, and gain client input, so obtaining buy-in and encouraging project ownership, while also facilitating skills and knowledge transfer.
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