Harlequin Annual Review 2018
2018 has been another exciting year for Harlequin Software
Product wise, the Design module for Harlequin CRM has been the star of the year. We have also built a new Customer Success Team, launched two new services, helped our customers through GDPR and launched a new website.
Our client base continues to grow, as does the range of charity sectors with which we work. This year, an increasing number of associations, arts, heritage and welfare charities have joined the Harlequin community. We also continue to be a firm choice for hospital charities.
Customer success team
This year, we have built an important new team within Harlequin, headed up by Kirsty Morgan, our customer success manager. Kirsty supports new clients through their go-live journey and ensures existing customers get the most from their software. In response to client interest, Kirsty launched two new services for customers:
• New online training options – including a series of online training courses.
• New enhanced support service – where we can manage some of your system admin.
Kate and Kirsty also delivered an inaugural data management workshop, which we will re-run.
Customers shaping our world
Our two charity CRM focus groups held in Newbury and Manchester were a success. The ideas put forward will help shape our software development, particularly around the dashboard, queries and reporting, and usability. We also sponsored four of the Institute of Fundraising’s regional conferences, which keeps us in touch with the sector.
We have also undertaken the first in a series of research projects. We examined the challenges and opportunities of GDPR and how software providers can help. We surveyed nearly 100 charities and ran an interactive workshop on ‘Databases in the post-GDPR world’. We will in due course issue a whitepaper.
Customer success case studies
This year, five customers kindly agreed to share the most pertinent things they are achieving with our charity software. These are highly insightful for customers and prospective customers alike.
• Kidney Care UK
• Northumberland, Tyne & Wear NHS Trust
• Over and Above
• Police Dependants’ Trust
• SpecialEffect
For more about our product plans for 2019, read our Product Spotlight. You can also discover the team’s highlights for the year. I am immensely proud that the team’s hard work was recognised again in the Charity CRM Survey; we were in the top ranks for the eighth year.
Warmest wishes for the festive season. Many thanks to all our customers and associates for all your ongoing support.
Tom Ellis, MD, Harlequin
