HEART FOUNDATION OF AUSTRALIA
204 foundation ’ s business process and the way it engaged with customers . “ The previous work practices , the way we collaborated , the way we engaged with customers and stored our data all represented our old business model – it was disjointed , to survive as an organisation in a very competitivity environment , we needed to change .”
Riddle therefore had to think carefully about whether any one technology would actually solve the organisation ’ s problems before installing it , and made evaluations based on every aspect of the business . It was also important not to view technology as isolated from the people at the heart of the charity . “ Technology was one component , but there was also the organisational process and culture .”
Conducting a high-level analysis , Riddle concluded that developing a project to provide a “ single view of the customer ” was the best way forward in this newly tech-enabled company . In a charity sense , customers are usually donors to the organisation , but Riddle stresses that there are
MARCH 2019