CRM Case Study – Florence Nightingale Hospice

CRM Case Study – Florence Nightingale Hospice

Lindsey Fealey, Director of Income Generation, explains how FNHC has made the most of its charity software over the last five years, the benefits it has seen and the plans for the future.

Why did you need a new CRM system?

On joining the FNHC it was apparent that the current database was causing frustration. It had been written especially for us years before and, at the time, met the charity’s needs; however, the technology was not evolving and it was simply time to change. After a review and selection process, we went live on Harlequin in July 2009.

What advice might you give to another charity that is looking for new fundraising software?

You will need to obtain buy-in from a range of stakeholders, which may take time. A formal business plan helped convince our finance team and trustees about the viability of investing in a new system. I included costs from a range of suppliers and highlighted that increased income would be an end result.

"With the Light Up a Life module, labour intensive administrative time has been halved."

What are the biggest benefits the system has brought to your organisation?

We have closer relationships with supporters and shared knowledge between staff. We also have greater visibility of the relationships between people. Compared to when I started, we have 60% less paper files and reports take minutes to compile. With the tangible results Harlequin has delivered, our trustees have a greater appreciation that a robust IT infrastructure is a must to future-proof the charity.

How do you use the software to manage your fundraising events?

Using the fundraising Event software, we co-ordinate an expanse of activities. For example, in 2014, 600 walkers took part in our Midnight Walk pledging to raise over £45k. Teams were set up on the system and participant numbers allocated; registration packs, training guides and t-shirts were issued; personalised labels and letters produced; certificates collated; corporate sponsorship managed and income and expenditure tracked. At any stage we could check the progress of the event.

"Without Harlequin, our annual Midnight Walks would not be so easy to manage - we save about a week’s time in administration with the automatic upload from online registrations."

Why did you choose Harlequin?

The well-established, independent, family-style-business of Harlequin appealed to us. The Harlequin system is also easy-to-use and many customers vouch for this.

How do you rate customer service?

We know we have friends at the end of the phone. It doesn’t matter how many times we ask something, we are treated with patience and integrity. They have taken the time to understand how we operate to help us make the most of our system.

To you, what three words best describe Harlequin?

User-friendly, reliable and flexible.