CRM Case Study – Kidney Care UK

CRM Case Study – Kidney Care UK

Kidney Care UK uses Harlequin’s CRM & fundraising software for grant giving and fundraising, creating an ‘intelligent database’ for the charity.

Why did you select Harlequin?

We looked at other database companies taking into consideration cost, whether the supplier could meet our needs and what level of support we would be offered. We felt that Harlequin not only ticked all three boxes but had the edge on other charity databases in terms of being personable, sensitive and flexible.

What were your business drivers for investing in a new system?

Our old system was very out of date. Its functionality was really basic and any effective interrogation of the data was impossible. Our contacts were divided into three separate databases resulting in duplication, inconsistency and irregularities and we wanted to bring them all into the same system.

"The support team are helpful, friendly and always on hand."

How does your organisation use Harlequin?

Mainly we use Harlequin to record our patient grants and fundraising activity so that we can carry out analysis, create reports, monitor and communicate with our contacts effectively and coherently. As we have grown as a charity, we are starting to utilise additional modules such as merchandising and events.

What are the biggest benefits?

We now have an intelligent database that provides a single view of our stakeholders and provides the ability to gain information and insight to inform our plans. We are able to reflect and review what and how we do things as well as consider our steps for the future. This greatly assists us with our decision-making.

What was the roll- out like?

Once we made the decision to swap systems, it was much easier than we expected and reassuring that any support needed was just a phone call away.

"Harlequin had the edge on other database suppliers in terms of being personable, sensitive and flexible."

What advice do you have for other charities implementing a new system?

Think very carefully about what you want to be able to achieve now and future proof as far as possible. Ensure the new system complements your business and the people who use it. It is critically important to document your requirements BEFORE starting the build phase. Finally, it is crucial that you can grab help whenever you need it from a real person, not just a reference book.

Have you any examples of best practice in using the system?

We have created a catalogue of step-by-step processes to ensure consistency and standardisation throughout the charity. These recipe-card like instructions can be referred back to and also provide the basis for reviewing our methods of working. They also mean that as the charity grows we can ensure we are all on the same page and following the same protocols.

What is your experience of customer care from Harlequin?

Their support team are excellent; they are helpful, friendly and always on hand.

What three words best describe Harlequin?

Personal, reliable, resourceful.