St Margaret’s struggled with their incumbent CRM system. Reports took forever and income tracking was painful. It was hard to see exactly what data they had and whether it was GDPR-compliant. This made fundraising harder and added unnecessary stress.

Face-to-face conversations with the team and senior leaders helped us get a clear idea of how the new CRM needed to work. It had to match their day-to-day processes and support clear, accurate reporting for funders. They needed tools that fit how they worked – not a generic system.

Every detail was mapped out to make sure the new system worked in practice, not just on paper.

Data capture and storage were shaped to help teams work together more easily. The system was kept simple so everyone could use it, even those less confident with tech.

The finance team needed to track income for reports and audits and pass that information on to the accountancy team without confusion. The plan made sure this would be smooth and reliable.

A phased approach helped keep things stable while large amounts of data were transferred. This gave staff time to adjust and reduced the risk of setbacks.

A first version of the new system was set up, with all the important information clearly organised so nothing would be missed. St Margaret’s had been on the incumbent CRM system for more than 20 years! A steady hand was needed to migrate everything correctly. Breaking the migration into smaller steps also made it easier to ensure GDPR compliance (by standardising consent across data from various sources and ensuring that the gathering and recording of consents was robust and auditable)

A pilot group tested the system first, identifying opportunities for enhancement, before the full migration. Then the entire database was moved over, with face-to-face training easing the transition for everyone. Each step was explained clearly, so staff felt confident and not overwhelmed by the change.

St Margaret’s now has a clear view of all fundraising data. They don’t wade through spreadsheets or wonder if records are up to date. Income tracking is straightforward, and reporting takes a fraction of the time.

Staff can see exactly who has donated, when and how that fits into each campaign, with their new CRM, Beacon. This means they can plan new fundraising efforts with confidence. Sensitive data is compliant with GDPR which removes the stress of unclear or outdated records.

The hospice team feels more in control. Day-to-day admin is easier and they have more time for what really matters: providing exceptional care to those who need it most.