CRM System To Manage Customer Relationships Efficiently | Marlabs

Building a large member base by installing a comprehensive CRM system to manage customer relationships effeciently


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


  • 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

Marlabs LLC

About Marlabs LLC

Marlabs helps leading companies around the world make operations sleeker, keep customers closer, transform data into decisions, de-risk cyberspace, boost legacy systems, and capture novel opportunities and digital-led revenues. It provides digital-first strategy and advisory services, rapid solution incubation and prototyping, and agile digital solution engineering. Marlabs is headquartered in New Jersey, with offices in the US, Germany, and India. Its 2,500+ global workforce includes highly experienced technology, platform, and industry specialists from the world’s leading technical universities.

Recommended Reads

Ready to step into your digital future?
Let's go there together.

Contact Us
What’s Happening
close slider