Case study
An Integrated CRM Solution to Support Conservation Efforts
mhance, a leading Microsoft Solutions Partner and winner of the Microsoft Global Nonprofit Partner of the Year 2023, is partnering with the RSPB to deliver a new Customer Relationship Management (CRM) system to enhance supporter engagement.
The project’s objectives include implementing a centralised CRM system to replace legacy platforms, migrating data and processes from existing CRM systems, and introducing a self-service portal to empower supporters to manage their own data and preferences.
The Objective
The system will provide up-to-date CRM data to integrated systems and enable face-to-face teams to manage memberships and renewals remotely. By simplifying data management and fulfilment processes, and introducing a new payment gateway, the project aims to improve RSPB’s operational efficiency and supporter engagement.
This partnership directly supports the RSPB’s ambitious vision for 2030 – to drive impactful change through six strategic shifts that foster a more nature-rich world.
Goals:
- Personalised Communications: Through improved personalisation of communications, the system will support targeted marketing efforts and product offerings.
- Faster Membership Processing: The system will accelerate new membership processing.
- Streamlined Team Processes: It will streamline face-to-face team processes such as renewals.
- Transparent Business Rules: Business rules will be more transparent, reducing risk and simplifying workflows.
- Reduced Technical Debt: The system will reduce technical debt, lowering support costs and improving overall reliability.
- Enhanced Supporter Experience: Supporters will benefit from expanded payment options for memberships and donations, enhancing their overall experience.
The Solution
The new flexible and accessible platform utilises the Microsoft Nonprofit Common Data Model, Dynamics 365 and the Power Platform, alongside mhance’s Nonprofit Core, incorporating relevant migrated data and integrating with the RSPB’s existing platform. This will ensure the RSPB’s staff have appropriate access to CRM data in a centralised location, improving data quality and ensuring information is accurate.
Our new CRM system will be a game-changer in how we connect with our supporters, ensuring we can better understand and engage our members. Together, we an be drivers of change, but only if we move in the same direction. With improved data access, streamlined processes and enhanced communications, this system will help us to stay connected with our growing audiences who want to take action for nature.
— Christie Ash, Chief Digital Technology Officer at RSPB
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