The challenge
At the start of July 2025 we began working with MeWe360 to explore CRM options that could help them more manage their core programmes in a more seamless way. The team have been punching well above their weight as a team of four for many years, manging an incredible number of applicants to their DBACE programme as well as a year long mentoring support offer.
This year they managed the applications of over 500 people to the DBACE programme through a process of mostly manual interactions – many emails, spreadsheets, and some Trello boards. What they have been achieving with the system as it stands is incredible, but with ambitions to do more, they need a tool that can help to relieve the burden on individuals in the team.
We began with a short workshop with the team to explore the steps in the processes, the way information is collected, and the similarities and differences between each core activity. Before this meeting we had agreed to test two different options with both ongoing cost and ease of use in the forefront of our mind.
The approach
After our workshop I went back to our office in Farringdon and began to build out a demo version of some processes, experimenting with the best ways for the information to be gathered, and transitioned along the steps.
The team have been looking into CRMs for quite some time so we wanted to make sure that we could make a big impact to the way they work quickly. Because of this we took a less traditional, more agile approach to the typical discover, design, develop process.
Typically a project like this would begin with a detailed discovery period where we would try to find all of the needs that the team had – a very useful approach but sometimes opening up all of the options can become an overwhelming process. Instead of an exhaustive discovery phase, we focused on immediate, high-impact needs and kept future opportunities in the back of our minds.
As well as a need to make an impact quickly, the team are all visual learners, and need to see something to gain a good understanding of it. This insight heavily influenced our “design” phase, which wasn’t about abstract blueprints but tangible demonstrations. I spent around three days building demos of the two options so that the team could experience and understand what the two options meant for them. This rapid prototyping allowed us to move from discovery directly into a hands-on, interactive “design” experience.
Now, after a short time we already have the minimum elements needed to start working with their chosen system*, meaning that following that initial discovery phase we are now able to iteratively develop and softly launch their CRM into their day to day activities. This allows for continuous refinement based on real-world usage, rather than waiting for a complete, rigid system.
This high impact approach is one that we always aim to deliver at Poteris. By prioritising immediate needs, concentrating on rapid prototyping, and embracing iterative development, we empower organisations like MeWe360 to achieve significant progress quickly, ensuring their new systems are not just implemented, but truly embedded and effective from day one.
Notes
I have deliberately not shared which system the team chose, as the choice is not the focus of this post, the process to get there is. Plus, I don’t want our choice for this scenario to influence any CRM decisions that you might be making now.
