Overview

Delivered by Athziri Moreno, Manager of International Relations at the Central Bohemian Innovation Center, this training explores how Business Support Organisations (BSOs) can use digital transformation to improve service delivery, client management and impact measurement.

The session focuses on Client Relationship Management (CRM) systems, data collection and reporting, digital maturity and the selection of affordable digital tools. Through practical examples and participant experiences, it emphasises a strategic and gradual approach to digitalisation—starting with organisational needs and processes before selecting technology.

What You Will Learn

The training covers:

• Digital transformation for BSOs: understanding digitalisation as the alignment of technology with organisational processes, people and strategy.
• Digital maturity: assessing an organisation’s current level and identifying realistic steps from basic tools to more integrated digital systems.
• CRM systems: using CRM approaches to manage clients throughout their lifecycle, support follow-up and preserve institutional knowledge.
• Selecting digital tools: matching solutions to organisational size, programme complexity, staff capacity, infrastructure and available budget.
• CRM implementation: the importance of defining processes, assigning system ownership, securing leadership commitment and encouraging staff adoption.
• Data tracking: identifying minimum datasets for client profiles, programme delivery, engagement and outcomes.
• Impact measurement and reporting: structuring data to demonstrate results, support decision-making and respond to funder and stakeholder requirements.
• Data governance: establishing clear responsibilities for data quality, management and privacy.
• Affordable digital solutions: exploring practical tools for data collection, communication, collaboration, analytics and client management.
• Incremental digitalisation: starting with simple solutions, testing them through pilots, training staff and progressively scaling digital capabilities.

Key Takeaway

Successful digital transformation is not simply about adopting more sophisticated technology. BSOs first need to understand their processes, identify the information they need and ensure that staff are prepared to use new systems consistently.

Starting with practical and affordable solutions, establishing clear ownership and gradually increasing digital maturity can help BSOs strengthen client management, institutional knowledge, reporting and impact measurement while avoiding unnecessary costs and complexity.