Overview:

The Client, a leader in the not-for-profit space wanted to build a large member base of regular donors and manage them efficiently.

Business Challenge:

The Client’s biggest challenge was the manual tracking processes they followed for acquiring members, which did not provide them with a 360-degree view of the relationship.

• There was a huge need for a CRM system that could manage/track acquisition and retention of acquired members
• The manual processes for tracking activities and profiling customer did not provide a 360-degree view of the member, nor the interaction history after the start of a relationship
• There were dispersed mediums for capturing various activities undertaken by the fund-raising team
• There was no automation to manage various gifts (donation) schemes and no pipeline management for high net-worth donors.

Marlabs Solution:

• ET Marlabs implemented the Non-Profit Starter Pack edition of Salesforce to help streamline the donations process
• Myriad activities performed by the fund raising and supporting teams were compiled, organized and translated into automated processes
• The ‘one CRM’ goal streamlined the whole system which was centralized on effective customer relationship management

Impact:

• Salesforce CRM fulfills all the activities related to fund-raising
• There is a clear reduction in delinquency due to the ‘prompt system’ that generated reminders
• The quality of data captured has improved due to automation that verifies the data
• Customers/members are now easily managed with respect to scheduling and engagement activities such as renewals
• Various interlinking processes – tax receipt generation, address verification, mailing address formats – are now fully automated and vendor management has been streamlined

50% increase in efficiency for the tele-caller team due to the automated process for creating call/activity logs