An automated, auditable platform for the effective management of stakeholder relationships.

 

Built on Microsoft technology.

 

Easy to use, intuitive and ‘works the way you do’.

 

About the Client

Our client is a global leader in the resources industry and one of the world’s leading suppliers of iron ore products.

Project Overview

The External Affairs team is responsible for advising and managing issues, community projects, partnerships, sponsorships and donations. The team, located in multiple locations, did not have a central system to manage information resulting in a number of inefficiencies, specifically:

Lack of visibility of stakeholder interactions within the team and across sites;

Inefficient processes to assign and manage issue or project tasks; 

Unstructured internal communication methods; and

Reduced traceability and accountability.

Client Requirements

The need for a centralised system was identified to address these inefficiencies. The system would be required to store all stakeholder information and interactions for team members across all sites, integrating with tools already used by the team such as Microsoft Office. All information needed to be quickly recordable, easily accessible and provide for flexible reporting and audit capabilities. The teams are spread across different sites, therefore business processes and appetite for change varied. High staff turnover was also a challenge. CSG was engaged to deliver a SRMS to provide a central repository of all External Affairs interactions with key stakeholders inlcuding government, media and the community.

Our Solution

CSG developed and deployed RELATE - a base system for stakeholder relationship management built using Microsoft
CRM which was then be configured to meet specific business requirements. The system provided a central repository where all information relating to stakeholder interaction could be stored, managed and tracked.

Business Benefits

Simplicity and oversight - the system streamlined the tracking of hundreds of interactions with stakeholders and enabled ‘dashboard’ oversight of key issues; 

Improved risk management through increased visibility across the whole team of issues, projects and stakeholder interactions

Improved relationship management decreasing potential for negative impacts on our client's brand.

Key features of RELATE include:

Management of stakeholders, issues and contact details;

Management of community projects and funding applications;

Ability to share all of the above information across the project team (and enable executive oversight in the case of a media issue or crisis);

Ability for team members to assign and track tasks;

Ability to add free-form notes to any record in the system; and 

Reporting on keys issues and activity levels within those issues.