Lessons from Christian Aid’s CRM journey
Microsoft Gold Partner m-hance to support Christian Aid on an integrated Customer Relationship Management (CRM) project that will support the organisation across all the key areas of supporter-facing activity
Microsoft Gold Partner m-hance will be working with development charity Christian Aid on an integrated Customer Relationship Management (CRM) project that will support the organisation across all the key areas of supporter-facing activity.
m-hance successfully won the bid to direct and lead the project, which will officially start to go live within Christian Aid in early 2018. The project will see Christian Aid roll out m-hance’s NfP 365 solution, a CRM system based on the Microsoft Dynamics 365 platform, pre-configured specifically for charities and not-for-profit organisations.
The solution will provide Christian Aid with a real-time, 360-degree view of all its supporters and donors and allow the charity to improve the way it engages with all stakeholders. The solution also takes into consideration factors such as the upcoming General Data Protection Regulation (GDPR) and the Fundraising Preference Service (FPS) and provides the foundations to help charities ensure their data is secure and compliant with UK and European data regulations.
With over 20 years’ experience in the not-for-profit sector, m-hance has worked with charities such as Oxfam Ireland, Amnesty International, Solent Mind and the Irish Cancer Society. m-hance’s position as a major software provider within the charity sector underpinned Christian Aid’s decision to move forward with the company as a trusted partner.
Christian Aid works with people of all faiths and none to promote sustainable development, strive for social justice and pursue a vision of a world without poverty. It works in 37 countries, supporting poor and marginalised people, whatever their beliefs, sexuality, gender and ethnicity, to lift themselves out of poverty.
A clear winner
Christian Aid needed to move away from its current CRM system due to functional restrictions leading to many teams and staff members working in virtual data silos.
A comprehensive procurement process was carried out to select a platform and implementation partner; the m-hance Microsoft Dynamics 365 based solution, NfP 365, was a clear winner due to the integration opportunities with Office 365 and the fluidity that NfP 365 provides organisations with when working with third-party functionality.
Furthermore, from the outset, m-hance demonstrated a clear understanding of the issues and challenges Christian Aid face today, with a clear synergy between m-hance’s project team and the consultants from the very start of the project.
“Christian Aid wanted a CRM system that would facilitate smarter and deeper relationships with both existing and new supporters,” says Tory Cassie, NfP New Business at m-hance, “NfP 365 will provide the charity with the tools it needs to build more personalised relationships with all stakeholders, whilst also providing enhanced marketing functionality and the ability to integrate with applications such as JustGiving.”
David Pain, Director of Supporter Partnerships at Christian Aid, says: “Our volunteers and supporters are at the heart of Christian Aid, and we need to work closely with them as we tackle both the causes and symptoms of poverty.”
“Our partnership with m-hance will enable us to ensure that we hold accurate contact information for these supporters to enable us to communicate with them clearly in a way that’s compliant with ever-changing regulations.”
The CRM project reflects the importance of technology within the not-for-profit marketplace. Charitable organisations must adapt and embrace digital transformation to ensure the best possible connection with current and future supporters of their cause.
Fundraising practices are currently under more scrutiny than ever before with the new GDPR legislation coming into practice in May 2018. No matter the charitable cause or size, managing fundraising and marketing activities and through a trackable and traceable CRM system such as NfP 365 is now a key responsibility for all charities.
Cassie adds: “m-hance has been working closely with charities for over 20 years. We truly understand the needs of charities and not-for-profit organisations, which is why we developed NfP 365.”
“Selecting m-hance as its partner and NfP 365 as its preferred solution, Christian Aid can be sure that we have the experience and expertise to undertake this project, and that NfP 365 will deliver all the functionality the charity needs to better understand and communicate with its supporters.”