Helping find stability after a difficult CRM journey

Uniting Vic.Tas is one of Australia's largest community services organisations. After investing heavily in a Salesforce replatforming that left their data unreliable and their team exhausted, they turned to Clara Partners to restore stability, simplify their systems and rebuild confidence in their CRM.

Introduction

When Uniting Vic.Tas reached out to us, they were not just dealing with system issues. They were dealing with exhaustion. After investing heavily in replatforming, processes were broken and data was still unreliable. This left the team frustrated, overwhelmed and unsure where to turn next. 

The challenges

• Supporter data they could not rely on - records were duplicated, overwritten and inconsistent

• Payment systems that felt fragile - legacy and customised setups created uncertainty

• A CRM that was far too complex - over-engineering slowed people down rather than supporting them

How we helped

Rather than adding more customisation, we focused on streamlining the original solution and automations, rebuilding stability and confidence from the ground up.

• Restored trust in supporter data by identifying and eliminating duplicate records, reducing noise and making reporting easier and more reliable

• Sought the simplest, most scalable path forward and advised ways to reduce technical debt at every opportunity, enabling a secure, modern payment process

• Supported Uniting Vic.Tas to establish strong CRM governance and a dedicated internal owner, shifting the organisation towards strategic simplicity

The result

Uniting Vic.Tas is no longer operating in crisis mode. Their systems are stable, their data is trusted and their payments are secure. Most importantly, their team feels empowered again. We helped restore confidence, clarity and the ability to focus on what truly matters: supporting the community.