Many years
Of platform development and tailoring as the programme grew
MENSCH · Selected Work · Digital Transformation
AKT CRM.
Complexity stays behind the screen.
A system developed over years. Layers of linked records and business processes that cannot stop while technology changes. For the AKT programme run by HELVETAS Swiss Intercooperation, we built a new digital platform that unifies management of organisations, users, calls, grants, and reporting. We replaced the existing Drupal and CiviCRM system with a modern application, migrating historical data, documents, user accounts, and their relationships.
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Context
A system that grew with the programme for years.
AKT supports civil society organisation development through financial support, mentoring, training, and other forms of institutional development. Such a programme involves a large number of interconnected processes.
Organisations submit call applications. Teams review and score them. Approved projects go through contracting, delivery, monitoring, and reporting. Documentation, communication, and activity history must remain available throughout.
For years, a platform based on Drupal 7, CiviCRM, and Webform was used to manage this information. As programme needs evolved, system complexity grew.
Three layers
Drupal 7, CiviCRM, and Webform in one daily workflow
Full cycle
From call for applications through grant monitoring and reporting
Linked records
Accounts, organisations, documents, and evaluations in one history
This describes the scope and complexity of the legacy system, without the client's operational metrics.
Legacy architecture
Drupal 7
CiviCRM
Webform
User accounts
Organisations
Grant applications
Reports
Documents
Challenge
Change the technology. Keep everything that matters.
Migrating a complex business platform is much more than moving data to a new database. Every organisation has its history. Every call has its rules. Every application is linked to users, documents, evaluations, and reports.
In the old system these links were spread across Drupal structures, CiviCRM entities, Webform forms, and custom functionality. The task was to understand, reconstruct, and transfer all those processes into a new architecture.
Legacy complexity
Years of development left a large number of interdependent features and custom processes.
Data continuity
User accounts, organisations, applications, grants, reports, and documentation had to keep their meaning and relationships.
Day-to-day work
The new platform had to support real needs of staff and partner organisations without unnecessary complication.
The most important part of migration is not what changes, but what must stay preserved.
Approach
Understand the system first. Then build it better.
Before developing the new platform, understanding the existing one was essential. We analysed data structure, user roles, forms, application flows, evaluations, reporting, and administrative processes. Particular attention went to dependencies between different parts of the system.
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1
Analysis
Understanding existing functionality, data structure, and how different user groups work.
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2
Architecture
Design of a new platform with separate user and admin environments, access rules, and linked business entities.
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3
Migration
Transfer of existing accounts, organisations, contacts, grants, applications, reports, documents, and relevant links.
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4
Development
Implementation of new user interfaces, admin tools, and processes for call and report management.
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5
Go-live
Move to the new production platform, with checks of key functionality and user support.
Migration
Data have history. We preserved their links.
One of the most demanding parts of the project was migration of existing information. Data were not isolated records. Contacts linked to organisations, users to accounts and roles, applications to calls, reports to grants and documents.
The goal was for users to get a more modern system without losing access to data and history built over years.
Drupal · CiviCRM · Webform
- Users
- Organisations
- Contacts
- Applications
- Grants
- Reports
- Documents
AKT CRM
- Users
- Organisations
- Contacts
- Applications
- Grants
- Reports
- Documents
- User accounts, existing passwords, and roles
- Organisations and contacts
- Memberships and relationships
- Calls, grants, and applications
- Existing reports
- Documents and related files
- Relevant historical information
Continuity without starting over.
Solution
One platform for the full programme lifecycle.
The new AKT CRM connects data on organisations, users, calls, applications, grants, and reports. Different users access functionality relevant to their work, while administrators have a central overview and process management.
CRM and organisations
Central registry of organisations, contacts, and linked users, available according to permissions.
Calls and applications
Digital application process with forms, documentation, and statuses, with administrative processing.
Grant management
Linking supported organisations, grants, activities, and documentation across programme phases.
Reporting
Structured forms for narrative, financial, and other data relevant to monitoring.
Administration
Central environment for users, organisations, content, calls, and records.
User portal
Interface through which organisations access forms, applications, and information according to access rights.
User experience
Fewer steps to what matters.
Staff manage processes, calls, and records. Organisations complete forms, submit documentation, and report on activities. We built two connected experiences: an administrative environment and a portal for organisations.
AKT administrators
Management of organisations, programmes, grants, applications, and reporting processes.
Partner organisations
Access to forms, applications, and documentation according to assigned rights.
Clearer forms
Structured forms aligned with each process requirements.
Auto-fill
Existing data in the system fill fields where provided.
Documentation in one place
Attachments linked to applications, reports, and records.
Controlled access
Roles and rules determine available information and functionality.
Bilingual experience
Serbian and English on the platform.
Adapted to devices
Responsive interface for desktop and mobile screens.
Reporting
From forms to structured information.
Organisations submit information on activities, finances, results, capacities, and other areas defined by the programme. The new system enables collection and organisation through linked forms and records.
Structured data are the basis for better reviews, analysis, and future visualisations.
Organisation
Report
Structured responses
Attachments
Administrative review
- Narrative reporting
- Financial information
- Employee and volunteer data
- Mentoring and organisation development
- Joint initiatives
- Programme activities
- Supporting documentation
Advanced admin visualisations and some integrations were developed in additional project phases. We do not present them as fully complete without confirmation of final state.
Technology
New architecture for long-term development.
Instead of continuing on the existing Drupal 7 architecture, we built a new application on the Laravel ecosystem. The technology choice enabled clearer separation of business logic, data management, user interfaces, and admin functionality.
- Laravel 11
- Filament v3
- MySQL 8
- Livewire
- Alpine.js
- Tailwind CSS
Modular structure
Functionality organised for maintenance and next development phases.
Centralised management
Admin panel for key business entities and processes.
Access control
Permission rules for admin and user responsibilities.
Further development
Architecture ready for upgrades and additional modules as the programme needs.
Transition
New system. Existing users. Preserved history.
The new AKT CRM platform went live in production on 24 April 2026. The transition included setting up the new production environment, data migration, and enabling user access through the new application.
That laid the foundation for further improvement of business processes, administration, and reporting. The project continued with support, maintenance, and development of additional functionality.
Platform
Interface overview
Result
Years of data. One new beginning.
AKT moved from a legacy Drupal and CiviCRM platform to a new MENSCH solution built for programme needs. The new system unifies CRM records, user portal, calls, applications, grants, and reporting.
Historical data and their relationships were transferred to the new architecture, while users received a more modern environment for daily work. This project shows how important it is to understand business processes before changing technology. Successful digital transformation does not end with a new interface. It shows when the system can keep running, evolve, and support the people who depend on it.
Technology changed. Continuity remained.
Next project
When the existing system becomes a limit, it is time for a new approach.
We develop specialised business applications, CRM platforms, and digital systems that connect data, processes, and people. We analyse existing solutions, design new architecture, and lead development and migration through to production.
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