Institutions are full of different processes, touchpoints, objectives and, of course, very busy humans who can sometimes forget things! Bringing all of this together in an off-the-shelf CRM solution can actually create more problems than it solves, because it does not adapt to your unique situation.
Bespoke is the way to go. With NEO working with your team to really figure out what stays, what could be refined, and how to make the whole interaction with your CRM really work for everyone, you will have more time and headspace to actually do something with the rich data you collect. Automated workflows mean less time wasted on chasing things up, and fewer missed opportunities. The implementation phase focuses not just on the short-term, but on empowering your team to know how to make further tweaks and improvements as your organization evolves.