CRM Migration for a Growing Member Network

From Chasing Data to Trusting It

CRM Migration for a Growing Member Network

Case Study | Fixed-Price Project | CRM Migration

The Australian International Development Network (AIDN) team was doing the job twice. Once to actually support their growing community of members. And again to keep track of it all, notes typed into Mailchimp, because there was nowhere else to put them. The mission was clear. The system underneath it wasn’t.

We migrated AIDN onto HubSpot – cleaning and mapping every record, building segments that matched how their team actually works, and training them to run it without us.

Challenges

AIDN was carrying three problems at once:

1

Time-Consuming Manual Processes

Every hour spent exporting and re-entering data was an hour not spent on members.

2

Limited Scalability

The tools that worked at a smaller size started breaking under a bigger community.

3

Fragmented Data Management

Data scattered across exports and imports meant nobody had the full picture.
Their team was stretched thin, yet members were under-supported.

We designed a four-step plan to solve each of these challenges:

1
Data Preparation and Setup:

Every record cleaned, migrated and mapped to fields that matched how AIDN works.

2
Segmentation and Configuration:

Members were grouped by what mattered to AIDN, so every message reached the right people.

3
Automation and Training:

Workflows took over the manual follow-up, and the team learned the system as it was built, not after.

4
Post-Project Support:

Support didn’t stop at handover. AIDN had someone to call when questions came up later.

The core migration and segmentation went live within six weeks; ongoing training and refinement continued from there, with minimal disruption to AIDN’s daily operations.

The Transformation

We delivered a system that finally works the way AIDN does.
Data they can trust
Every one of AIDN’s records was migrated and verified — 100% data accuracy meant the manual double-checking stopped for good.
Communication that lands
New segments and automated workflows mean members hear from AIDN at the right time, about the right thing. AIDN’s average email open rate now sits at 34.6%, well above the 26–28% nonprofit sector benchmark.
A team that doesn't need to ask
Training left AIDN’s team running the system themselves, not waiting on outside help.
Hours back every month
Forms and workflows that used to take manual effort now just run.
Steph’s expertise was instrumental in transforming our operations. Their no-nonsense approach and practical training have empowered us to manage our new system with confidence.
Emily, Marketing and Engagement Manager, AIDN

Key Takeaways

  • Their team spends time on members, not admin.
  • Nothing falls through the gaps anymore.
  • Their community has grown past 3,500 members, and they can see who needs a nudge before they drift.
The system finally keeps up with the mission, so AIDN’s team can focus on members, not on managing the tool meant to help them.

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