CONCORD is the European Confederation of NGOs working on sustainable development and international cooperation. With the support of our 58 members, our confederation, representing over 2,600 NGOs, is the main interlocutor with the EU institutions on development policy and international cooperation. We are a not-for-profit organisation, registered under Belgian law as an a.i.s.b.l – Association Internationale Sans But Lucratif – (An international not-for-profit association).

Overall objective

CONCORD would like to renew our current CRM & Extranet solution to facilitate the daily management of the information concerning its different stakeholders (communication, reimbursement information, participation in the working structures…).

We are looking for a company that will support us in setting up a new CRM system tailored to our needs, migrate all the data from our current CRM, and train us to use it. On top of that, the company will help us to adapt our Privacy Policy in line with the GDPR.

Currently, CONCORD is using a CRM & extranet and other tools (see below), which we would like to integrate into a new CRM system potentially.

Current Features and Tools

a. For membership management

We currently use a CRM system to gather all our members’ contacts (circa 2000 contacts) per sub-project, category, and organisation. The CRM is synchronised to:

• Google Group allows us to communicate daily with each group through our mailboxes.
• Mailchimp allows us to send our newsletters to different audiences (Internal and external, with a total of 4.200 subscribers). We have 2 main mailing lists that are synchronized through Mailchimp (Internal and External). Data coming from our CRM.
  The external audience is also synchronised through our website.
• Extranet: It allows us to send meeting invites to our members, upload documents available to all our members, enable members to share news
• Dashboards: Create reports and visualize trends in membership engagement at different levels, such as event participation, changes in subscribers in the different sub-projects, and overview of participation at the organisation level.

What would we like to have?

• A directory per person (around 1800 contacts) in which we can see which sub-project the members are part of, from which organisation they come, which meeting they attended…
• A directory per category (Associated members, Networks, National platforms, Delegates, Board, Allies, Members of members …) with restricted access according to the category and possibility to nest organizations under other organizations
• A directory per organisation (around 58) where we can see who from the organisation is involved in CONCORD work and in which sub-project or category. As well as visualise the membership fee they are compromised to and if they add extra money for specific projects.
• A directory per sub-project (around 20) to visualise who is part of which structure, who they are and which organisation they come from.
• Tag the organization by type of expertise, if possible.
• Synchronisation with our Mailchimp newsletter database (some newsletters are sent
  to members only).
• Synchronisation with our Google mailing list.
• Dashboards to generate reports on participations’ insights

b. For stakeholders’ management

External contacts

External contacts, such as journalists, EU officials, consultants and providers, are usually updated in the CRM. Still, not every person in the secretariat has his/her way of working. Some contacts might be lost in the directory and/or sorted out in an Excel sheet.

All our contacts are categorised by expertise (proofreaders, interpreters, journalists on a national level, …). We don’t yet have any categories for EU officials.

The external contacts should not have access to our extranet.

Allies

Allies are also part of our CRM. This category should have restricted access to our CRM. They can subscribe to only one sub-project but cannot access the library. They can only access the resources of the sub-project they are registered to (i.e.Library, Meetings)

What would we like to have?

• One CRM to rule them all 😉
• We would like to standardise our way of dealing with contacts and have only one space for all the contacts, accessible to everyone (except for a few contacts that should be accessible to the Finance team only).
• Synchronisation with our Mailchimp newsletter database (the newsletter’s content is sent according to the audience/target type).
• Tag the different contacts depending on the type of stakeholder (journalist, EU officials, partners, providers and consultants) and by type of expertise, if possible.

c. Membership platforms

At the moment, we have an extranet directly linked to our CRM. Each member has its login and can access the extranet to:

• Register to meetings where they’ve been invited, allowing our secretariat to keep
  track of the reimbursement flow and participation of our members in events :
  • After the event, participants need to receive a form to claim their travel reimbursement within a particular time frame
  • A tracking tool to know how much money they requested, how much we accepted to reimburse if the person sent the required documents and if they did, when and how much we paid back.
  • Generation of participation report: a report compiling information regarding the participation of our members on the following criteria: by members’ organisations, by structure, by type of member and by gender.
• Consult documents in our library. The access to the library should be for all members, but some access, such as the Governance folder, is restricted to our Board only. Also, allies have access to our extranet but only restricted folders in the library, such as the folder of their sub-project.
• A directory of the other member organisations and the people involved in the different sub-projects
• A list of the different sub-projects and the possibility to automatically request to join the different sub-projects

What would we like to have?

• Exchange space for members where they can share announcements according to the different working groups (TBD)

Phases and Activities

A. SET-UP AND IDENTIFY THE NEEDS – February – March 2025

• Identify the needs of the confederation based on the current features already described
• Hold interviews with the different teams to identify the ways of working
• Propose the most appropriate features according to our needs
• Present the new CRM to the team

B. MIGRATE – SEPTEMBER -OCTOBER 2025

• Implement the CRM & Extranet
• Migrate all the information from the old systems and liaise with our current providers.

C. TRAINING – DECEMBER 2025 – JANUARY 2026

• Facilitate the transition period within the secretariat and ensure a smooth start of the tool from January
• Capacity building for the secretariat using this new tool (training, toolkit…)

D. LAUNCH OF NEW CRM / EXTRANET End January 2026

Expertise required

• Knowledge of international associations’ ways of working, particularly NGOs
• Experience in collaborative platforms for members and staff
• Expertise in digital transformation
• Advice and consulting mindset
• Dedication
• Used to tailor proposals based on the customer’s needs

To Apply

If you are interested and want to get further information to send us a quote, please contact marion.coat@concordeurope.org and soledad.briones@concordeurope.org before the 5th of March to fix a meeting during the week of the 10th of March.