Case study: De-risking a membership platform procurement at an arts membership organisation
Challenge
Our client planned to replace its membership platform and had identified a preferred solution and implementation partner. With timelines tight, they wanted support to run a robust procurement process, complete due diligence and set up the operating model for delivery and ongoing support.
Our approach
Pragmatic procurement: Applied our procurement framework to focus due diligence on the highest-risk areas.
Engaged all parties: Met and liaised with the platform vendor, implementation partner and client stakeholders to align scope, roles and expectations.
Contract support: Advised on contractual terms, including milestones, acceptance criteria and exit protections.
Operating model advice: Defined how client would govern the programme during implementation and operate the platform post go-live (ownership, processes, service levels and supplier management).
Results
Risk-aware implementation plan: An approach that mitigated risks created by a shortened procurement timeline.
Financial protection: Contract structure and clauses that limited commitment and provided clear exit routes if the platform or partner failed to meet requirements.
Clarity on roles and governance: A practical model for decision-making, supplier management and service operations during and after delivery.
What we delivered
Tailored due-diligence checklist and risk assessment
Vendor and partner engagement notes and action log
Contractual recommendations (stage gates, acceptance criteria, break/exit clauses)
Implementation governance model (roles, RACI, cadence, reporting)
Post-go-live operating model (service levels, support processes, supplier oversight)