Unlocking a charitable trust’s operations through CRM selection and implementation
Engaging with stakeholders and raising funds is essential for any charity, and not having the right technology systems can hold you back significantly. This case study explores how we enabled our client to progress through selection, implementation, and training on a new Customer Relationship Management (CRM) system.
Service
Sector
"As a charitable Trust, our client required a CRM solution that could not only improve relationships with their stakeholders but also accommodate the unique needs of their organisation."
The Challenge
Our charity client faced significant performance and functional challenges with their existing CRM system. These issues hindered their ability to engage effectively with stakeholders, compromised operational efficiency, and impacted their capacity to collect vital funds. As a charitable Trust, they required a CRM solution that could not only improve relationships with their stakeholders but also accommodate the unique needs of their organisation.
The Solution
To address the charity's CRM issues, we implemented a structured approach comprising several key activities:
- Workshops: We conducted a series of workshops to fully understand the core requirements of the organisation, ensuring that the solution would be tailored to the charity's specific needs.
- Solution Architecture and Data Model: We defined the solution architecture and designed a high-level data model to support their operations.
- Market Scan and RFI Process: We conducted a thorough market scan to identify potential CRM solutions. We managed the end-to-end Request for Information (RFI) process, enabling the client to select the best-fit CRM.
- Implementation Support: We provided comprehensive support throughout the implementation phase, including system set-up, user training, and issue resolution.
The Impact
The charity successfully implemented a CRM solution that met all its core requirements, delivering significant improvements in key areas:
- Stakeholder Engagement: The new CRM has transformed how the charity interacts with stakeholders, enhancing relationships and communication.
- Operational Efficiency: The organisation has significantly improved operational efficiency by resolving the issues in the previous system.
- Fund Collection: The new system has streamlined collecting donations and memberships, supporting the charity's mission and growth objectives.
