CoppaFeel! were using an old CRM they’d grown organically – but it had become disorganised. 

It lacked key functionalities for supporter tracking, making it difficult to generate useful reports. Various teams relied on separate spreadsheets, leading to data fragmentation and GDPR risks. 

They had to use data better in fundraising, finance, event planning and engaging supporters. Making their processes smoother and working better together was crucial to get more done. 

Different teams had splintered knowledge of supporter activities. This made it difficult to manage high-profile supporters effectively. 

The first step was to organise and make data easier to use. This would help them raise more funds and work faster and better.  

Plan

Since the new CRM was a big change, leadership support was needed to ensure a smooth transition. We worked closely with the internal project lead and the head of fundraising throughout. 

The planning phase involved workshops with all teams to map out current processes and identify improvements. This helped us create a clear plan that aligned with their needs. 

Implement

We started with detailed documentation, outlining process flows and how all the data would work together. 

We also provided e-learning resources for the CoppaFeel! team. Having them familiar with the platform prior to launch helped smooth the switch-over and avoid simple errors early on. 

The CRM was configured to: 

• Track event participation 

• Manage applications and fundraising 

• Coordinate volunteer engagement 

Once the system was set up, we conducted pilot testing, gathered feedback and made any refinements. 

For the data migration, we worked with Coppafeel!  to understand what data was important to retain on the new CRM. Broadly, this resulted in retaining data from the last 5 years and over 350,000 records being migrated into the new CRM. Challenges like these are what we’re built for. We made sure the process was smooth despite the scale. 

CoppaFeel! also opted for a hard switch-over, decommissioning the old system on a Friday and launching the new one on Monday. 

Maintain

Their team celebrated with a launch party, which built excitement about the changes. They kindly invited us, and we hosted a drop-in clinic where people could pop in and ask any questions about the CRM. 

We also helped CoppaFeel! hire a database administrator. Someone in-house who would take ownership of the CRM. We held a detailed training session with them and a few others who’d be CRM admins. 

Our work with CoppaFeel! hasn’t stopped with the CRM launch. We’re currently working with them to plan, source and configure a volunteer management system. A place they can house all self-directed volunteer activities. This will sit outside of the overall CRM, but plug in, so everything marries up together, avoiding any future data silos. 

Disorganised spreadsheets are long gone. CoppaFeel!’s new CRM system has improved their ability to fundraise and connect with supporters. 

Now, their team can streamline all fundraising touchpoints. This will help them improve their services and make even more strides in the fight against breast cancer. 

The Royal National Institute of Blind People (RNIB) is a leading UK charity focused on helping those who are blind or have partial sight. They’re dedicated to breaking down barriers and making everyday life more accessible for people with visual impairments. Their commitment to improving lives is inspiring!

RNIB wanted an app to help visually impaired users find their way during the last part of their journey, like getting from a train station to a nearby theater. This might sound simple, but it’s a big help for someone who can’t rely on traditional navigation apps to finish their route.

Assess

To make this happen, they needed a system that could grow and change easily. Think of this system as the backbone of the app, where all the routes and steps live. It needed to be strong to handle lots of information, but also easy for them to change or add new routes when needed.

Our role? Working with Good Innovation to create a prototype app that ensures that it is easy for everyone to use. This meant focusing on making a complex data structure simple to move through without being able to see it!

The plan was to create an MVP (minimum viable product) that could be expanded upon once the concept has been proven.

Plan

For simplicity, we started with a web app to deliver easy access through browsers. Our plan included expanding it into a hybrid app for iOS and Android later. By adopting this approach, any changes made to the app’s content would automatically update everywhere at once, ensuring consistency and ease of use across all devices.

We looked at different ways to build the app, from simple methods that don’t require much coding to more complex custom designs that we create from scratch:

• No code solutions like Zoho builder or Wix, which allow for building applications without any programming skills.
• Low code solutions which provide a framework where you can assemble components with some customisation using coding.
• Custom builds, which involve developing from scratch code libraries, offering full control over the application’s front and backend.

We opted for a custom frontend build to tailor the app specifically to RNIB’s needs, because it’s the only way to have full control over accessibility features. We chose Strapi for the Content Management System (CMS) because it’s flexible and scalable. Perfect for managing the app’s content as it grows.

For the front end (the part of a website or app that you interact with directly), we went with Angular. It helped us create a custom, fully accessible and easy-to-use interface that makes navigation smooth and straightforward for users.

Implement

The CMS, API and the user-facing part of the app had to be ready quickly for the first group of pilot testers and RNIB’s experts, who audited the app’s accessibility compliance.
Combining the need for blind and partially sighted people required lots of trial and error to combine the needs for screen-readers with visual elements on the page.

Working with the RNIB team for iterative accessibility reviews, we got invaluable feedback and insights, pointing out specific areas that needed improvement.

After the initial development, the app has moved into pilot testing. We trained the RNIB team on how to use the content management system and gave them a detailed user guide. This way, they can update and manage the app’s content on their own, keeping everything running smoothly and staying up-to-date.

Thanks to our tight teamwork and clear communication throughout, the app is now in a position to help users confidently tackle the final steps of their trips. By focusing on often-ignored details for visually impaired users, the app fills a big gap in today’s navigation technology.

The app is currently in pilot mode and will be available for the general public soon!

For two centuries, Wimbledon Guild has been there for the local people. Wimbledon Guild is a community charity that provides practical help and emotional support for people in Merton, aiming to reduce social isolation and improve well-being.

They provide supportive services and engaging activities, while also offering a special fund for those struggling financially, supported by donors.

For a nonprofit to thrive, it’s crucial to show the real-world difference they make in the community.

Wimbledon Guild needed a unified case management system — a digital tool designed to manage and track individual activities — not just another spreadsheet. This would make it easier to understand their data, compare different services, and find areas to improve.

Crucially, with clear data and insights available, Wimbledon Guild would be able to showcase the results of their work, enhancing their fundraising potential.

Assess

We set out to understand Wimbledon Guild’s specific challenges and goals through workshops with their dedicated team. We explored how they track their activities and how they measure their success.

We found that every service offered by Wimbledon Guild had its own way of recording information. For example, the team responsible for talking therapies keeps records differently than the team organising table tennis sessions. This resulted in several challenges:

• Inconsistency in data made it hard to present a coherent, impactful story to potential donors.
• Comparing data was tricky, affecting decision-making on where to focus efforts or seek funding.
• Organisational inefficiencies might make outsiders think the organisation isn’t well-run, which could hurt trust.

Plan

We implemented a bespoke configuration of the Beacon charity CRM and case management system that maps out the experiences of everyone who interacts with Wimbledon Guild. This wasn’t just about tidying up – even if we do love a good spring clean!

It was about helping them clearly showcase the good they’re doing.

Transforming the way they work and introducing the new Beacon CRM system raised some concerns, especially from the therapy team. They wanted to showcase the value of their work but were wary about sharing sensitive details. We suggested putting general information into the new system and storing more private details securely elsewhere. This way, they could highlight their achievements without compromising confidentiality.

We also suggested introducing online bookings for events. Previously, attendees booked events for a whole semester, but attendance was inconsistent. This meant instructors struggled to predict turnout and spot availability. Online bookings would simplify things. But, understanding some might struggle to use it, we recommended keeping offline booking as an option too.

Implement

Nonprofit CRM transformation in action: for Wimbledon Guild’s management system, we designed it to be straightforward. Easy to input and easy to retrieve information about different activities.

Given that Wimbledon Guild has been around for such a long time – over 200 years! – they had stacks of old info. We sifted through it all, cherry-picking the key bits to pop into the new system. The rest? We stored it safely for any future needs.

To address the therapy team’s concerns about data security, we created a two-tiered storage solution: essential, non-sensitive records went into our system, while the more confidential notes were tucked away securely elsewhere.

For events, we utilised Beacon’s user-friendly online booking system. This lets people book sessions from anywhere, anytime. For those who preferred the traditional method, in-person bookings were still an option. The system also lets volunteers adjust their details and note down shifts. For those feeling generous, it’s there for donations too.

Wimbledon Guild has waved goodbye to the days of navigating through chaotic and inconsistent data. Now, with their Beacon CRM implementation, they’re equipped with clear, streamlined insights. This will help them improve their services and highlight their impact to attract more donations.

Meanwhile, by automating previously manual tasks, we’ve lifted a significant admin burden off the team. This allows them to redirect their energies from mundane data entry to more impactful, mission-driven work.

The SHS team plan to increase the number of practitioners working in schools and to grow their overall reach, which in 2022-23 was about 14,000 individuals.

The interactions with those children and their families were being tracked through an ineffective case recording system and multiple inefficient spreadsheets!

Picture this: coordinating information for 14,000 individuals across the year and recording the daily interactions with those children and families with a tool that doesn’t catch typos, doesn’t match workflows and feels like a time-drain to staff? Data embedded in text rich case recording made it hard to analyse the success rates for different strategies to help improve attendance – was it the type of intervention, or the frequency of follow up or other support combination that helped the most.

To get the full picture of how the SHS operates, we’ve had several workshops with SHS’ various teams: their leaders, data experts and people who work directly with students and their families. We haven’t done this to achieve death by meetings. It’s been necessary to understand their processes and the specific challenges each team is facing. 

SHS wants to make sure that every young person, no matter where they come from, gets the same level of support. Without a clear view of all their work, this is a tough task.  

Here’s the crucial bit: to keep going, SHS needs backing from companies and other groups. But these stakeholders want to see that SHS is making a difference. Without a way to easily show this, it’s hard to get the support they need. 

Some backstory 

Before we engaged with the charity, SHS had been searching for the ideal case management tool. A platform where practitioners could log and view their interactions, cutting out the spreadsheet chaos.

They went through several case management tools in the past – but all ended up gathering dust in the cloud: they either stretched their budget, were too complex for users or didn’t address their unique challenges.

After listening to the team and assessing their systems and data collected it was clear to see where things needed to change.

The charity needed a system that was one thing: easy. It should be quick and straightforward, so workers would actually use it on a daily basis and only ask them to input data that was absolutely necessary.

Another challenge was effective permission management: making sure staff in different cities or schools couldn’t see notes from other groups. Yet, SHS leaders and line managers needed to see notes and case info from their respective groups.

Our tailored recommendation

We defined what was needed to make practitioners enjoy essential data recording and to satisfy stakeholder reports and analysis needs. Then we researched the case-management tools market.

A detailed data structure plan and workflow of the required processes formed the backbone of the decision making process.

We ruled out most platforms due to deal breaking limitations. We decided to build a paired down, simple custom interface based on a low-code platform. A system that’s easy to adapt to their changing needs without overwhelming the users.

The data collected via this platform then needed to be presented in flexible dashboards that were easy to manage and configurable to multiple permission levels.

We chose an open source reporting tool that ticked all the boxes. The preconfigured reporting dashboards now answer all of SHS’s usual questions. This will provide easy-to-read summaries of all service users interactions and support efforts.

Dashboards for various user groups and permissions can show big-picture overviews or detailed reports, depending on what SHS needs. So, they can easily spot trends or dive deep into the data, all in a format that’s straightforward to understand and share with others.

Low-code platforms come with their own drawbacks and limitations. We made sure that we kept the SHS team up to date on progress and any issues we came across.

The bespoke case management system went through a rigorous pilot testing phase prior to launch. We identified and fixed any issues, whilst gathering vital feedback from users to make necessary improvements to the system.

The system was rolled out to the complete team in early 2024.

Helping SHS adapt to the system

Once the system was ready to use, SHS experienced a big change. It’ll take some time for everyone to get used to it: digital transformation for non-profits is a big job for humans!

We’ll be right there with them, smoothing out any bumps in the road. We’ve already ensured the new tool easily integrates with existing charity tools for a smoother future transition. This includes the software Star Online, used for visualising journey of change, and Google Workspace.

The next step is going to be a potential link-up with Wonde, a secure system that connects to nationwide school databases. Integration with SHS’ platform would mean staffcould bypass manual data entry for information schools already possess. This means less duplicate work for SHS practitioners. Freeing up their time to reach more children needing targeted whole-family support to improve school attendance.

We’re sharing strategic tips with SHS for managing and showing off their data. Our ongoing digital transformation support helps them find fresh ways to spotlight their impact and create detailed reports. These aren’t your everyday reports – they’re a victory lap in paper form, celebrating every achievement and bringing the charity’s impact into the limelight.

Catrin Doe, Head of Impact and Digital Delivery, shares her thoughts on working with Telescopic as their digital transformation expert in the UK and the project’s outcome:

“Working with Telescopic has been a refreshing journey in understanding and implementing digital solutions, approached thoughtfully from a human perspective. Their team demonstrated not just technical expertise but a genuine understanding of our work environment and challenges.

They:

• took the time to comprehend our problem deeply
• engaged with various teams within our organisation
• posed critical questions to understand our processes and needs

The Telescopic team didn’t just meet our brief but went above and beyond to propose a solution that we are now actively implementing with their robust support. Their timely, collaborative, and innovative approach has been crucial in navigating our digital transformation effectively.”