An overview

Brief

Support Dogs required a database which enabled the charity to communicate internally more effectively. They wanted to deliver the better service and develop better relationships with, each of their beneficiaries, donors and volunteers.

The processes for recording and monitoring income and expenditure needed to be simplified and work more effectively for the charity, to enable them to grow and use their resources more efficiently.

Solution

Arkom proposed centralising their data and communications and created a tailored CRM system for Support Dogs. Based on Microsoft Dynamics, it included the following features with the relevant benefits:

  • Communication and collaboration tools means volunteers and donors are kept in contact with consistency.

  • Ledger system to monitor money in/out measures the cost and surplus of events and marketing. Gives an accurate overview to help management make decisions and analyse revenue sources.

  • Centralised database for all staff to access the latest info, meaning communication and information is consistent.

  • A cloud-based system means staff can work from anywhere, especially useful as Support Dogs is a growing national charity. It also gives more flexibility not to have to travel to the office whenever that proves difficult.

Impact

The organisation has improved internal communication, and all staff have access to up-to-date information. This also means quicker and more informed business decisions thanks to Live Reports.

They’ve improved service to clients with improved external communication. Now, customer-facing teams can segment benefactors, sponsors and stake holders - targeting email and other information more effectively.

As a charity, they’ve begun a positive cycle of reducing overheads, meaning a higher percentage of donations reach service delivery – which is a good marketing message to get even more donations.

Ability to upload financial info to their accounts system means no re-keying of their data, saving time and reducing errors. This full monitoring of income means better control and knowledge of income streams, meaning strategic financial decisions at Chief Financial Officer/Finance Director level can be better informed.

The system allows management of all events, events can be planned and broken down into activities and assigned within the system. The system is powerful but user-friendly - volunteers pick it up easily with minimal training, which Support Dogs requires because a lot of volunteers come and go regularly.

Danny Anderson - Support Dogs

Support Dogs have increased revenue from regular donations by 36% simply by identifying who our best donors are. This was not possible before we had our CRM.