CRM Case Study – Nightingale House Hospice
With finely tuned processes and eight years of data, Nightingale House has a richly populated system that is the backbone of its busy fundraising, administration and volunteering teams.
What did you want to achieve with the CRM system?
When I started, the fundraising team was not developed and spreadsheets held information about supporters. In previous roles, I had used specialist fundraising tools and could see that a charity CRM database would solve these problems and underpin the strategy I had devised for income generation.
How do you use Harlequin?
Harlequin is used at every level to analyse, monitor, assess and review all activity. 12 staff use the system across our fundraising, administration and volunteering teams; we now have around 35,000 contacts. Fundraisers manage our annual events, such as the Midnight Walk and Light Up A Life, along with individual giving, major donors, corporate supporters, grants, legacies, collection tins, challenge events, merchandise and in-memoriam. Thanking and banking is overseen by our admin team, while our army of volunteers is coordinated with the Volunteers module.
"Harlequin stood out for both its software and services."
Why did you choose Harlequin?
After due diligence checks on Harlequin, we visited a client site. It was evident staff were happy using the system, which instilled confidence. As we were introducing a new working environment, we needed the transition to be smooth to counter internal reluctance – so implementation, training and support were just as important as the software itself. Harlequin stood out for both its software and services – we trusted they could initially deliver and offer the best future relationship.
What are the key benefits?
Ease of reporting and access to information. Professional donor stewardship with complete communication history. Full donation history and accurate donation processing. Complete event management. Complete volunteer management.
"Harlequin is used at every level to analyse, monitor and review all the activity we undertake."
What advice would you give to a charity implementing a new system?
Look at the market and visit a client site if you can before investing. Take key people with you, see the software in action and talk to a main admin user. Include your CEO and Trustees who will expect a strong justification of the cost in your strategic plan. Change hearts and minds, and get people onside before the system is rolled out.
What three words best describe Harlequin?
Efficient, friendly, supportive.
CRM & Fundraising – hospice software
Caroline Siddall, Income Generation DirectorPublished on: March 2, 2015
About the charity:
Nightingale House provides specialist palliative care services, free-of-charge, to patients and their families in and around Wrexham, Flintshire, East Denbighshire, Barmouth and the border towns including Oswestry and Whitchurch. Services include a 12 bed inpatient ward, a 15 patient daycare unit, an outpatient clinic, a specialist lymphedema unit, occupational therapy, complementary therapies, physiotherapy including a hydrotherapy pool and an ambulance service. A range of bereavement support services are offered including a specialist service for children and young adults.
Size of charity:
Income in 2013 was £3,856,436. 76 members of staff are supported by 500 volunteers. Their database contains 35,000 active contacts.
Registered charity number 1035600