Whether you work in healthcare, local government, or any other part of the public sector, you’re feeling the strain of legacy systems. They’re slow, expensive to maintain and don’t support how you need to work today. But if you’re reading this, you already know that.
This guide isn’t about telling you why your current system is outdated – we’re here to help you take action. You need the right tools to drive change and that starts with a strong business case.
We’ll walk you through the 5 key sections you need for a CRM-specific business case. This isn’t a generic template – it’s about building a compelling argument that speaks directly to your organisation’s needs.
Executive Summary:
In this section, focus on the financials that matter: what it will cost, what you’ll save and the impact of making – or not making – the change. Here are some things to consider.
What Are The Costs & Financial Savings?:
- Initial Investment: Licensing, training, data migration, and setup costs.
- Ongoing Savings: Reduced IT maintenance, cloud hosting and system downtimes.
- Shared Services: Pooling resources with other organisations can reduce costs.
- Revenue Generation: New CRM features (like automated service bookings) can create new revenue streams.
Present The Financial Impact & Cost of Inaction:
- Increased Operational Costs: Legacy systems waste time and drain resources.
- Rising Maintenance Costs: Legacy systems become more expensive to maintain.
- Data Accuracy Risks: Increased risk of costly errors due to poor data management.
Give a Preview of the Project
This section outlines how you’ll execute your CRM replacement or integration project. Here is how you can set the tone for what’s to come.
Define Project Objectives & Key Deliverables
Identify what success looks like and set clear, measurable goals like this:
- Reduce call volumes by 10%.
- Improve data accuracy and reduce errors by 40%.
- Increase user adoption across staff, residents or patients.
Show Your Project Plan
Define the key milestones in your roadmap:
- These should include platform selection, system configuration, training, deployment etc.
- Provide deadlines for each phase to ensure progress.
Project Scope
Clarify what’s in and out to prevent scope creep:
- In Scope: Data migration, CRM customization, training.
- Out of Scope: Overhauling other IT systems, non-CRM-related integrations.
This section in particular gets quite technical, so if you need a hand you can get in touch with our team to find out the answers to these questions and more.
Consider Project Risks & Mitigations
By identifying any risks early on and preparing mitigation strategies, you can steer the project towards a successful implementation.
So What Are The Risks?
- Data Migration Issues: Risk of data loss or corruption.
- User Adoption: Resistance to change from staff or residents.
- Budget Overruns: Unforeseen costs.
And Here Are Some Mitigation Strategies:
- Data Migration Planning: Test thoroughly before full rollout.
- User Training: Offer comprehensive training to boost adoption.
- Contingency Planning: Include a buffer in your budget for unexpected costs.
Finally Show Your Action Plan
Here’s where you define who’s responsible for what and show how you’ll track project progress. In this final section you need to:
- Define the project lead and key stakeholders.
- Assign clear roles.
- Outline the communication process with your implementation partner.
- Reiterate milestones and show how you will track project progress.
So, what now? Want the Business Case Template?
Fill in your email below and we’ll send you a ready-to-use PowerPoint template to help you build your case for change.