“Questions to Ask for Successful Software Implementation”

7 Questions to Ask for Successful Software Implementation

/in /by

Whether you’re adopting a new nonprofit CRM, IT solution, or fundraising platform, you need a clear plan to ensure the implementation succeeds. Creating a solid strategy for your software implementation starts with asking the right questions. This introspection will help ensure all of your ducks are in a row and drive a high return on investment (ROI) for the project.

This guide explores the questions you and your nonprofit’s team should answer to ensure a productive, efficient software implementation. Let’s dive in!

1. What is the scope and purpose of the implementation?

Set clear goals for your software implementation project so you can configure your new solution to best serve your nonprofit. Ask yourself the following questions to clarify the scope and purpose of your project:

  • Why do you need the software? What gap will it fill in your tech stack?
  • What will your organization be able to accomplish with the software? For example, will you be able to increase major giving, organize grant applications, or better track volunteer information?
  • What are the most essential functions that need to get up and running immediately? Define your greatest needs to focus on getting these functionalities working correctly first.
  • What constitutes a good ROI for the project? Set a specific dollar amount representing the ROI your organization aims to achieve. For instance, you might state, “We want to generate 3x our initial investment in new fundraising revenue.”

Defining your goals will allow you to set expectations for the process and measure progress effectively.

2. Who will be involved in the implementation?

A software implementation can be similar to cooking a family recipe for Thanksgiving dinner—too many cooks in the kitchen can lead to a confusing chain of command or a muddled final product. That’s why you should thoughtfully consider who needs to be on your software implementation team.

Here are a few individuals who should be involved in the implementation process and the roles they will play:

  • Stakeholders. Gather input from stakeholders who will use the new software regularly, whether fundraising professionals, volunteer team leaders, grant writers, or marketers.
  • Project managers. Ensure team leaders, such as your volunteer coordinator or development director, are closely involved throughout the project. Their support will ensure the new tool seamlessly integrates with your organization’s existing solutions or strategies.
  • External consultants. Working with a software consultant is often the best way to ensure your implementation happens smoothly, quickly, and securely. These experts have the necessary skills and knowledge to keep the project on track and ensure data security and maintenance. Look for a consultant who specializes in the tool you’re investing in, whether a new CRM, fundraising platform, or event management tool.

Once you’ve defined these roles, set up a communication and reporting structure for your implementation process. A consultant can help you determine the correct project management structure based on your nonprofit’s unique accountability practices and internal culture.

3. Do we have the necessary infrastructure for successful implementation?

Internal alignment is critical before launching your software implementation. If your nonprofit’s infrastructure isn’t solid, you run the risk of an inefficient implementation process, which can cost time and money.

Ensure internal synchronization before you dive in by asking these questions:

  • Is your organization’s staff on board with the change and ready to assist with the implementation? Change management is crucial for significant adjustments like moving to a new CRM. Address any concerns or reservations from staff members and highlight the benefits that making the switch will bring your organization.
  • Is your nonprofit’s internal database clean and updated? Many new software systems, including CRMs and AI tools, require properly organized and up-to-date constituent data. In fact, according to BWF’s predictive analysis guide, “The accuracy of your predictive models relies on the internal donor data you use to train and test the projections.” Therefore, your organization should conduct a data audit and cleanup before a software implementation to ensure your new solution produces the most helpful insights.
  • Do you have the proper communication and reporting channels set up to maintain open lines of communication throughout the project? For example, will you use email or an instant messaging system to stay in touch? Consolidate communication in one platform to create a source of truth for all software discussions.
  • Do you have the tools, resources, or support to implement your new tool securely and efficiently? Should you invest separately in implementation or software migration support from a third-party vendor or your software provider? 

You may discover you need to strengthen your internal systems before launching your software implementation, and that’s okay! It’s better to create a solid foundation for your technology now than launch into an implementation without full internal readiness and support.

4. How will we customize or configure the software?

Many nonprofit software solutions are ready to use right out of the box, but others require customization to align with your organization’s needs. If your solution will require modification, answer these questions to help guide the process:

  • What custom configurations will we need to set up? For example, let’s say you’re investing in a new content management system (CMS) for your nonprofit’s website. Will you need to set up plugins or special modules for online fundraising, search engine optimization (SEO), or security?
  • Will we need to integrate the tool with existing systems? For instance, if you’re setting up a new CRM system, you’ll likely need to integrate it with tools like your accounting platform, marketing software, and fundraising tools.
  • What sort of external support will we need for the configuration? Will you need to work with an expert software developer or web designer to configure your tools to your unique specifications?

Create a collaborative process with your software developer or consultant to continually provide feedback and test the custom configuration.

5. What will the software training process look like?

Getting your new solutions up and running quickly relies on the support and expertise of the staff members and other stakeholders who will use the tool to conduct their daily work. Answer these questions to help organize useful training exercises for these individuals:

  • Staff involvement: How many staff members will participate in the training?
  • Scope: What topics will the training cover?
  • Timeline: How long will staff members need to take out of their daily activities for the training process?
  • Ongoing training: How often will you host additional training after the initial onboarding?
  • Training documentation: What platform will you use to host training resources, such as manuals or videos?

Encourage team members to ask questions throughout the training process and document responses in your training resources.

6. How will we monitor the results of the implementation?

Use data to guide your software testing and implementation. Plan to evaluate key performance indicators (KPIs), such as total fundraising dollars, donor retention rate, volunteer acquisition rate, or other relevant metrics.

Monitor these metrics throughout every implementation phase, including:

  • Pre-deployment testing to ensure the tool is ready to go live
  • Continuous testing and gathering feedback throughout the first months of using the new software
  • Ongoing improvement and iteration

Don’t be discouraged if you don’t see the improvement you’re hoping for immediately. Adjusting to any new technology involves a learning curve, and you may even see a dip in your KPIs before you start to see results.

7. How will we define success for the implementation?

Define success by determining whether you meet your specific goals, such as increasing grant funding or improving major donor retention. Assess your progress against the KPIs you set during the testing and deployment phases.

The UpMetrics impact measurement guide recommends staying positive, even if you don’t get the results you were looking for: “Let your insights spur positive change and optimism for better results in the future.” Everything you learn from this implementation is valuable and will help you improve your approach next time.

Asking practical questions will allow your nonprofit’s team to launch your software implementation with the full support of a solid plan and foundation. As a result, you can configure your solution to serve your organization’s needs long-term and continually improve upon your software stack to grow results year over year.