CRM system

Challenge: From food security to access to life-saving medication, USAID helps millions worldwide who benefit from U.S. foreign assistance. To do so, USAID manages relationships with global partners and mobilizes their capabilities and resources. The agency lacks a singular, searchable database to initiate and leverage these relationships, instead relying on a patchwork of disconnected systems that burdens staff and partners with redundancies and leads to delays in aid.

Approach & Outcomes: USAID developed and implemented the first enterprise-wide customer relationship management platform, to streamline relationships with critical strategic partners and cross organizational sharing of data. This system was in the roll-out phase focused on training and increasing adoption. This agency has been impacted by federal landscape changes, and the project is paused and the TMF portion is closed out.