When I first met Tom Donegan, COO at SpecialEffect, I was told a familiar story. A charity with a CRM that was implemented some years ago, inconsistent use in different teams, and a frustrated fundraising manager unable to get the data needed for business planning or meaningful fundraising content. A CRM review project had been talked about for some time, but without the in-house skills and experience needed to take it on.
From the outset I knew this was a special charity, not just in name but in their mission. Their focus is on making technology accessible to those who are isolated by disability or illness. So, it seems fitting that they have the technology they need to operate efficiently and effectively.
Getting the project off the ground
Initially I spent time getting to know the team and the way the organisation operates. Digging into the weeds of their biggest concerns and issues, and finding how they needed the technology to aid them in their day-to-day work. This investment in time built strong relationships with the team and I was able to truly understand their key priorities, so that I could put together clear requirements documentation with realistic recommendations on how to move forward.
The process
My role was to ensure SpecialEffect got the solution they needed, keeping the project deliverables and timelines in check, but also using my charity sector experience for product development decisions. I started with a thorough product and delivery partner selection process, which was closely followed up with in-depth process mapping with all teams. I worked with the delivery partner to align the technical solution with SpecialEffect’s requirements. I created a project plan that included assigning responsibilities for tasks, reflecting the resources available with SpecialEffect. I also completed some hands-on configuration, and the data migration itself, right through to developing testing and training plans, with clear sign-off points to avoid unnecessary hold-ups.
The outcome
For SpecialEffect the outcome was a system that included a bespoke Case Management system for their service delivery team, making sure client data is safe, secure and consistent. Their fundraising team have better visibility of their income, including having an integration direct to JustGiving which is a major income stream for them. Across the organisation they are now able to see communications through seamless email integration, as well as that all-important data they had previously struggled to get. Ultimately, this project has helped them to unlock more fundraising opportunities.
Client feedback (view on LinkedIn)
