Client Background

• Industry: Nonprofit Healthcare Support

• Overview: Ronald McDonald House Charities New Zealand (RMHC NZ) is part of a global network that supports families whose children require hospital care away from home. With houses in Auckland, Wellington, Rotorua, and Christchurch, RMHC NZ provides free accommodation and support to thousands of families annually.

  Their mission: to keep families together and focused on their children’s health. 

The Challenge

While RMHC NZ’s frontline services were thriving, its back-office systems lagged behind. Key challenges included: 

• Four disconnected systems managing family, donor, and client data. 

• Lack of internal expertise in data governance, system architecture, and CRM strategy. 

• Previous engagement with a vendor-led solution (Salesforce) that required independent validation. 

• Difficulty understanding what data the organisation held, how it was used, and who was responsible for it. 

• A need to ensure that any transformation would not disrupt essential service delivery. 

RMHC recognised it could not move forward confidently without a clear picture of its current technology landscape and data responsibilities. 

The Solution

Cyma engaged in a short-term, remote engagement to address RMHC’s critical knowledge gap and provide the clarity required to proceed. 

Key Actions Taken: 

• Discovery & Evaluation: 

• Assessed existing systems, data flows, and architecture. 

• Validated alignment of the recommended Salesforce solution against RMHC’s needs. 

• Information & Data Strategy: 

• Developed a comprehensive information entity model to map the types of data RMHC manages and how it's used. 

• Delivered a core process flow model to illustrate key business functions and system interactions. 

• Knowledge Enablement: 

• Provided tailored artefacts built for non-technical stakeholders to easily adopt and adapt over time. 

• Created a structure for better internal ownership and understanding of data and systems. 

• Iterative Collaboration: 

• Built trust with the RMHC team through regular progress updates and draft reviews. 

• Fostered a feedback loop to ensure clarity, usability, and alignment. 

Measurable Results

Quantitative Results:

• Delivered two key artefacts: an information entity model and a core business process flow model. 

• Completed the project remotely with rapid turnaround and minimal disruption to RMHC operations. 

Qualitative Results:

• Improved RMHC’s internal understanding of its data environment. 

• Highlighted system and data ownership gaps, prompting positive changes in business behaviour. 

• Enabled the organisation to move forward with a more informed and confident CRM strategy. 

• Empowered teams with clear, reusable models that evolve alongside the business. 

Cyma’s Value Proposition 

Cyma’s work with RMHC NZ demonstrates its ability to simplify complexity, transfer knowledge, and align digital strategy with mission-critical services. By focusing on clarity, sustainability, and strategic enablement, Cyma ensured RMHC could pursue digital transformation with the confidence that their decisions were grounded in governance, insight, and real-world impact.