The situation
Nelson's Journey supports bereaved children across Norfolk - and years of that vital work lived in a bespoke CRM built on ageing technology. Every organisation with a system like this knows the fear: the records matter too much to risk, so the old system quietly becomes permanent.
The approach
We rebuild alongside, not underneath: the new CRM takes shape while the old one keeps working, the data is carried over and reconciled rather than "migrated and hoped for", and the team's real workflows - referrals, case management, session logging, reporting - are designed in from the first screen, on a strict accessible style guide.
The new day
The rebuilt system opens on My Day - tasks, alerts and the caseload that matters this morning - with online referral requests flowing straight into the casework pipeline, notifications where the team actually looks, and reporting that answers trustees' questions without a spreadsheet safari.
The old-tech-to-new transition most organisations fear is a process, not a leap - and done calmly, nobody loses a day's work or a single record.
Why it matters
This one is close to home - Nelson's Journey is one of the charities we are proud to support - and it is also the clearest demonstration of a service we offer any organisation: if your vital records live in a system nobody dares touch, that is exactly the job we do calmly.
