How Dynamics CRM Helps Increase Fundraising Revenue and Drives Down Costs

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1 1 How Dynamics CRM Helps Increase Fundraising Revenue and Drives Down Costs There are few sectors who work under the same level of restraint as the third sector. Every penny counts, so every second counts every action should result in either better service to beneficiaries, or increased funds. These are not new challenges, but what is new is the level of technology in place to support all of these aims. Microsoft Dynamics CRM is helping charities do more than just improve processes. It s helping the third sector deliver better levels of service, reduce internal costs, make better decisions, and increase the level of resources going directly to beneficiaries. More than that, it has helped charities such as Royal Mencap Society develop a more open culture with greater transparency, resulting in more contracts won and more people supported. This White Paper will give you insight into how the third sector is not just using Microsoft Dynamics, but how it is pushing CRM to its full potential, with bespoke processes and business intelligence at the heart of operations. You ll see how charities are increasing the fundraising revenue and how you can also deliver better service. Improve Service Service makes all the difference, and this is true in every sector, not just the third. The way you engage with your donors can transform that relationship. Get the small things right, and you ve got an advocate for life. Get it wrong, and you risk everything.

2 2 Single Contact View Communications are more fragmented than ever. We have interactions on social media, phone calls, s, face-to-face meetings... all in isolation. An important conversation across one touch point has to carry across to other channels. Microsoft Dynamics captures all your interactions with beneficiaries, donors, volunteers, sponsors and members in one place. This gives you a coherent view of each contact from a single interface. For your beneficiaries, use CRM to capture each enquiry and support case, and profile each person to make sure that inbound call handlers are fully informed about prior communications and are empowered to consistently deliver a personal professional and supportive service. We are well on our way towards realizing our CRM vision of ensuring that our staff always have all the correct information at their fingertips when dealing with customers of any description. Lee Mather, Children s Food Trust It s in Microsoft Dynamics that you record any attribute or detail that is relevant to your supporter relationships such as membership status, donation history, recent purchases, service case history, communication preferences and demographic detail. By integrating CRM with e-commerce, you have the opportunity to record each type of supporter income donations, membership and merchandise orders. And this makes service all the more seamless. Microsoft Dynamics gives everyone the ability to know everything about each individual contact so that no details are left out. Resolve Issues Quickly And if you have issues, those issues need to be resolved quickly. A single contact view means that the entire relationship history with a beneficiaries or supporter can be viewed in one place but more importantly, bespoke alerts mean that if an issue arises, the right person can act upon it, quickly. Native Dynamics CRM tools help charities manage enquiries, questions, applications, complains, DBS checks and a variety of other processes to make the whole experience as smooth and as stress-free as possible. CRM process flows give agents prescriptive advice that guide them to a successful outcome by following defined steps in line with your process rules. Guided Resolution Dynamics CRM allows you to integrate guided resolution features, such as call scripting and policy adherence. With a process-driven interface, your agents can manage service issues faster, and better. Mobile CRM Everywhere We live in a mobile world, so it s important that you are able to carry out actions from any device. Microsoft Dynamics CRM is available on tablet and on mobile, so that if something urgent arises, you don t have to wait until you re at your desk.

3 3 Reduce Costs One single interface improves service, but it also drives down your internal costs. The natural result is that the overheads are reduced, and beneficiaries receive a greater percentage of your fundraising activities. By connecting processes and data to one single interface, Microsoft Dynamics CRM reduces operational expenses. There is less administration, processing time is reduced, data quality improves, and manual tasks are kept to a minimum. Mencap have been using Microsoft Dynamics for several years, and have commented on improvements in productivity by reducing duplication and manual processes. Develop Insight & Make Better Decisions Dynamics comes with inbuilt dashboards, and the ability to create bespoke dashboards that help you unlock insights from within your data. You can easily generate reports, for example, on: Total hours volunteered Projects completed Time spent on service cases The status of grant applications Donations received and sources Recent campaign performance This gives you a single source of truth and actionable insight. You remove the guesswork by understanding which campaigns were effective to replicate successful appeals and achieve your fundraising goals. By using Dynamics CRM we ve been able to rid ourselves of numerous manual processes that involved a great deal of duplication. We ve automated a sizeable number of routine activities which has eliminated that duplication of effort and it s made a big improvement to the accuracy of our data throughout the organisation. We found it very easy to get up and running with Dynamics CRM. Its reporting capabilities quickly made our team more informed, especially through dashboards which give us the information we need at the touch of button. Gordon Pearson, Systems Manager, Mencap

4 4 Charities often have strict reporting requirements, for instance, to regulatory bodies and trustees. Dynamics CRM gives you the single interface and data hub required to generate these reports at the click of a button. Lee Mather from the Children s Food Trust notes that the Power BI solution, as part of Microsoft Dynamics, is adding significant value: Power BI has been a revelation for us. It s made a tremendous impact to the quality of our reporting and our senior managers love it, so much so it s now driving more data into CRM, and crucially, away from spreadsheets. Our entire reporting process is better executed, and it s helping us analysis CRM data more effectively and more quickly. It s definitely given us greater control without the need to continually outsource reporting development changes. Lee Mathers, Children s Food Trust Increase Fundraising Revenue Making it Personal Dynamics CRM can give you so many insights into your donor activity that you can start to build more personalised communications that will have increasing impact. For instance, according to research, Generation X donate more frequently than any other generation. If you can tap into this level of insight within your own data, and find segments that donate more frequently, or at specific times of year, you can develop highly personalised communications strategies that deliver higher conversion rates. This personal approach helps you target niche segments for urgent appeals or legacy gift campaigns, and it is essential that your donors and prospective donors are kept informed about your activities, and what they are contributing towards. Microsoft Dynamics connects with marketing automation services to increase supporter loyalty with timely, personalised messages that resonate and increase supporter engagement. Automation In order to personalise communications, you need to personalise the processes around them. Cross-selling and up-selling is hugely important in the third sector as charitable organisations continually work to increase their supporter income. Bespoke workflows will do the work for you, cutting down administration and potential for error. Dynamics CRM integrates with marketing solutions such as dotmailer and ClickDimensions to initiate automated nurture campaigns that increase awareness of your work and promote the right message to the right person, at the right time. You can send professional newsletters that share details of your recent activities and upcoming events, and develop donor contributions with campaigns that send a sequence of s to increase engagement with existing and prospective employers.

5 5 Centralised Event Management Dynamics CRM can also connect with specialist event management tools such as Eventbrite, via ClickDimensions marketing automation feature. Our CRM event management solutions list all active and completed events in one place. These can include training days, workshops, seminars, webcasts, customer events, staff parties, and many other events that involve the use of contact lists. Bespoke Processes Built Around You Working with Preact We will help you use CRM to manage each bespoke process and relationship that matters to your organisation. For instance, we have developed solutions using native CRM functions that include: Helping Mencap and the Children s Foot Trust manage their contract agreements Enabling BEN - the Motor & Allied Trades Benevolent Fund to manage the grants they distribute Implementing CRM processes that enable Hearing Dogs for Deaf People to track detailed information about their hearing dogs including their medical history, food supply and weight history. Preact is a leading Microsoft Gold Partner with a proven record of helping charities and not-for-profit organisations transform their processes by leveraging the power of Dynamics CRM. We d recently implemented Microsoft Dynamics but we needed a CRM expert to help us take the next step. Preact have delivered a faultless service for many years. I ve found them to be a great team to work with and I believe that sentiment would be echoed throughout our organisation. Continuity has been a key factor in the success of this relationship especially in terms of our account manager and CRM consultant. We regularly meet with Preact to plan the next steps of our CRM development and review our progress. This has proved a great approach for us as Preact always bring other considerations to the table and they have a clear understanding of our processes. I d even go so far as to say that I don t believe there is anyone outside of Mencap who knows our processes as well as your lead consultant! It s proved to be a very open and honest relationship and together I feel we ve achieved a lot in our CRM journey. It s no exaggeration to say that when I am considering providers for other IT services Preact are always my benchmark for comparison. Gordon Pearson, Systems Manager, Mencap

6 6 I d 100% recommend Preact to any organisation that is looking for a Dynamics CRM Partner. Lee Mathers, Children s Food Trust Our services cover each step of your CRM journey, including: Requirements scoping to define each step of a new CRM implementation CRM consultancy to configure and customise Microsoft Dynamics for charitable organisations User training empowering your team to gain maximum value from CRM Technical support to answer user questions and minimise downtime Ongoing consultancy to action user requested CRM changes Many charities and nonprofit organisations are entitled to Microsoft volume discounts on licensing for Dynamics CRM, Office 365, Windows 10 and other Microsoft solutions. We can help you take advantage of those discounts and really take your charity or not-for-profit organisation to the next level. In partnership, we ll help you build your CRM processes around the way you work, helping you grow the funds you deliver to beneficiaries, as well as the proportion of the money you raise. FOR MORE INFORMATION To speak to our CRM experts, call us today on: or us at: sales@preact.co.uk