CBM faced significant challenges managing complex program operations across multiple countries. Their existing project management system was finance-focused and had been customised to the point of inefficiency, discouraging program staff from using it.
Ulrike Veismann, CBM’s Team Manager IT Programmes,
explains: “Our old project management system captured a lot of important information, but as we added more customisations over time, it became very complex and cumbersome to use.
Program data and documents were spread and duplicated across multiple systems and locations, making routine tasks like planning, monitoring, and reporting more difficult and time-consuming. We had to do a lot of manual work in Excel to compile data for reporting. It was inefficient and prone to errors.”
The Challenge: Inefficiencies from an Overcustomised System and Fragmented Data
About CBM
CBM is an international Christian development organisation, dedicated to improving the quality of life for people with disabilities in some of the world’s poorest communities. Through direct project partnerships and policy advocacy, CBM focuses on inclusive eye health, community-based inclusive development, and inclusive humanitarian action across 46 countries.
Outdated templates scattered across different locations contributed to quality issues.
“Lack of standardisation was a major issue. People had their own templates stored on their computer and didn’t realise there was an update”, Ulrike recalls. “We had strong compliance controls in place, but ensuring adherence took extra time and effort due to this issue.
Fragmented workflows also created bottlenecks. For example, the lengthy approval process for project proposals required multiple manual steps, with three or four people taking turns to print, sign, scan, and email documents — causing stressful delays when facing critical donor deadlines.”
As CBM increasingly shifted to donor-designated project funding, efficient internal collaboration between divisions like technical advisers, field teams, and fundraisers became increasingly important. But their existing system couldn’t support this, making it harder to maintain quality standards and meet donor deadlines.
“Our old program management system didn’t support collaboration, so we were working in silos and aligning our efforts took significantly longer.”
Fragmented Workflows Created Bottlenecks
The Solution: Implementing a Centralised, Integrated Program and Project Management System
To overcome these challenges, CBM implemented NGO Online, a user-friendly program and project system designed specifically for NGOs. After evaluating several options, CBM chose NGO Online for its ability to meet their needs without over-customisation.
The design process was highly participative, with CBM gathering over 1,000 user stories from staff and partners to ensure the system addressed diverse needs. This approach helped drive broad staff acceptance from the outset, reinforced by a successful regional training model.
We involved key stakeholders from across regions and departments in the design process, to ensure the system fit the real-world needs of the people who would actually be using it.
The new system, known internally at CBM as ProMIS, streamlines workflows, standardises processes, and allows real-time collaboration using centralised program data, templates, and policies.
Custom integrations include a small but critical interface with CBM’s finance system that enables seamless fund requests and financial tracking within the project management workflow. A partner portal, currently being rolled out, empowers CBM’s local partners to engage directly with their project data, including budget tracking and indicator updates.
Broad Staff Acceptance
Accessibility was a priority. Leveraging an earlier accessibility audit, CBM worked closely with Precio Fishbone to address specific needs, particularly for users with visual impairments.
“The Precio Fishbone team have been brilliant. We’ve really enjoyed working with them to design and implement the system. And now the system is live, we can always contact them if there’s an issue and they’ll sort it out.”
Accessibility a Priority
“Our partners feel like real collaborators now because they can work with us on the same system. It’s much more efficient.“
– Ulrike Veismann
CBM’s Team Manager IT Programmes
NGO Online has transformed CBM’s program and project management by significantly improving efficiency, compliance, and collaboration while enhancing partner engagement.
The most immediate benefit was the standardisation of processes, which significantly enhanced compliance. With a centralised platform for all project-related
documents and workflows, staff across countries can now work more efficiently and confidently with accurate program data.
“Everything is in one place and easy to find. Templates are linked to the workflow, and tasks give clear guidance. You always know what needs to be done next, and you don’t lose time searching for things,” Ulrike explains. “Because our new system guides users through their project work routines, they no longer need to maintain separate to-do-lists.
NGO Online has been a game changer in terms of efficiency and collaboration. Now everyone works in the system, with standardised processes and templates, we have far fewer errors.”
The Outcome: Improved Efficiency, Collaboration, and Compliance
The digital proposal approval process is a huge improvement on the previous manual, delay-ridden process.
“It’s so much faster, it’s fantastic. That’s so important when you’re up against donor deadlines. Internal collaboration has also improved. Different departments can now collaborate seamlessly using shared documents and centralised task management,
increasing efficiency and breaking down silos.”
The new partner portal is already yielding positive results, allowing external partners to directly input data and collaborate on shared documents. This is enhancing efficiency and fostering a stronger sense of partnership while reducing the administrative burden on CBM’s country offices.
“Our partners feel like real collaborators now because they can work with us on the same system. It’s much more efficient.“
A Huge Improvement
An unexpected benefit of NGO Online has been the strong staff ownership.
“Many colleagues across different regions were eager to become trainers, and participated in the design and implementation. They are now our best key users, providing great peer-to-peer support and onboarding new staff to ProMIS”, Ulrike says. “It’s made the system
much more sustainable.”
Strong Staff Ownership
Experience the Power of NGO Online for Your Organization
CBM transformed its program and project management with NGO Online—streamlining workflows, improving collaboration, and enhancing compliance. Now, it’s your turn!
See firsthand how NGO Online can help your NGO operate more efficiently. Request a Demo Today and take the first step toward a smarter, more effective project management system!
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