CRM Case Study – Tiggywinkles

CRM Case Study – Tiggywinkles

Tim Moran, Operations Manager at Tiggywinkles shares how the charity has revolutionised its approach to information and re-engineered its processes for animal and supporter management.

Why did you need a new system?

We look after around 10,000 animal casualties each year. How we accessed information was becoming far too complicated; we could not easily see what supporters and rescuers were doing for us or tie them to the animal they had brought in. We were running eight different Access databases for casualties, adoptions, memberships, collection pots and general donors.

Who uses the system?

Up to 15 people use the system on a daily basis – from the front-of-house crew and accounts team who work normal office hours, to the nursing team who operate on a 24-hour rota.

"When Mr Smith calls up to ask “how is my hedgehog?” we now have a complete picture of our relationship with him and how he supports us."

Why did you choose Harlequin?

We initially met Harlequin at a sector event where we had an introductory demo. The system seemed to work really well and was competitively priced. In future meetings, they proved it could accommodate all our requirements – including bringing in animal management.

What are the key benefits of the system for Tiggywinkles?

Saved time and money for the charity. Centralised data and streamlined processes across the entire organisation. A more joined up service for animals, rescuers and supporters. A smoother front-of-house process for staff and volunteers. Robust back-end processes. Adherence to best practice in donor care, Gift Aid and communication. Potential to increase donations, members and gift adoptions and interact more with our 60,000 centre visitors.

"Customer service is fantastic. They are always there to help."

How do you use Harlequin CRM?

The entire charity has access to the system – it is used on the front-line and all the way through to the back-end accounting team, underpinning consistent process journeys for animals and supporters. Our front-line team enter each casualty on the system, track its treatment plan and create a linked contact record for the person who brought it in. We manage our gift adoptions by allocating an animal type and payment schedule, and co-ordinate via bulk pack mailings. We also make good use of the collection tin tool. All gifts are logged on the system to be thanked and banked. Gift Aid is processed on relevant donations; we scan Gift Aid declarations and store each against the contact record. Uploading our Gift Aid schedules to the new Inland Revenue website is very straightforward. Converting many of our standing orders into direct debts on the system has also saved us hours of time in monthly administration. Members are logged on the system with renewal information, alerts and standard letters – monthly renewals are issued in batches. The category types we have set-up will ensure we send information to the right people at the right time. People can opt-in for our newsletter and determine how often they want to hear from us.

Describe your experience of aftercare support?

Customer service is fantastic – we’ve never had a problem at all. They are always there to help.

What three words best describe Harlequin?

Reliable, user-friendly and adaptable.