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CRM revamp begins at Great Ormond Street Hospital charity

SA Mathieson Published 17 February 2012

CRM revamp begins at Great Ormond Street Hospital charity

Charity devoted to London's hospital for children wants better support for supporters using mobile devices

Great Ormond Street Hospital's children's charity will decide this spring whether to replace or upgrade a decade-old fundraising and customer relationship management (CRM) system, with a view to saving money and improving management of supporters who use mobile technology.

 

The charity, which aims to raise £50m each year for the London acute trust but is formally a separate organisation, has seen donations more than double in the last five years.

 

"Donations are the lifeblood of our charity and while we're fortunate to regularly raise significant funds, we are now feeling the limitations of our current system," the charity's head of operations Liz Essex said. "It hinders our ability to process the vital supporter data and donations in the way that we would like."

 

"In an ideal world, we will need data to flow seamlessly," Essex added. "That is the biggest challenge for me, so we are always able to communicate with supporters in the way they want us to."

 

Value for money is also an important consideration, given changes to the CRM system will be funded by donations: software engineering firm Zuhlke Engineering is working for free on planning the changes to the charity's CRM system, although the charity would pay other suppliers for further work or software licences.

 

The charity has used its current Windows-based Raiser's Edge system for more than a decade, handling thousands of interactions with supporters every day. The system allows some remote working, although data is hosted within the organisation rather than remotely in the cloud.

 

Essex described it as "a good strong workhorse," adding: "It's stable and does what we need to do." However, in an assessment of different areas run with Zuhlke the current system scored roughly equal numbers of red, yellow and green lights.

 

When the evaluation is completed this spring, the charity's directors will consider enhancement of the Raiser's Edge system as an option, as well as buying or building a replacement, or a hybrid of both.

 








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