From Siloed Systems to Streamlined Success:

CHALLENGE

Siloed Systems

The team faced a classic problem encountered by many organisations: they had some great singular systems, but they weren’t talking to each other. This was limiting communication between departments, with staff finding it challenging to see what other departments were doing, and who they were speaking to. This fragmentation hindered efficiency and prevented the team from gaining a comprehensive 360-degree view of their efforts.

"Our previous CRM was more of a repository for information than a really important hub in our data infrastructure.” Nigel, Operations Director, explained.

There were also a lot of tasks and operations they were doing manually that could be automated with the right software. They knew this, so change was on the cards. Nigel, and other colleagues, were leading the path to digital transformation across the organisation and a new CRM, one that would give them a single space for streamlined data, was top priority. 

SOLUTION

Empowering Transformation

To address these challenges, LICC embarked on an extensive CRM selection process, enlisting the expertise of an independent organisation to help them navigate the CRM landscape with objectivity. “There are so many systems out there, and every system promises to do exactly what you need. We went through a process of cutting five companies down to a final two. Out of those two, Donorfy was the clear leader.” Nigel said.

Wanting to continue using the many best-of-breed platforms they were using in other areas, Donorfy’s integration capabilities stood out - ensuring continuity in their operations while allowing them to move data in a flash, without lifting a finger!

Nigel found confidence in Donorfy’s commitment to continuous improvement and investment, too. “That gave us a great sense of confidence that this was going to be a constantly evolving product with decent money, time and resource plowed into it.” Nigel emphasised. Finally, the price being reasonable meant Nigel, and the senior team, could see a definite return on investment, and the choice was made.

Expert Implementation

All charities want to hit the ground running, and LICC were no different. They opted for an in-house implementation led by Donorfy’s Customer Success Lead, Graham.

Like most of team Donorfy, Graham has extensive experience working within the charity sector himself, including over 10 years’ at a similar organisation to LICC. This alignment facilitated a deeper understanding of their needs, and ensured a tailored approach to their set-up.

“With Graham’s expertise it was a really smooth implementation, and you hear so many disaster stories of poorly implemented CRMs. He knew exactly what we were trying to achieve. Graham was, and I’m sure continues to be, superb.” praised Nigel.

Communication and workshops with Donorfy’s founders, Robin Fisk and Ben Brett, were another great bonus for the team. “Robin’s been great and, likewise, Ben was really helpful during the implementation and did a number of workshops.”