Case Study - Royal Devon Hospitals Charity

Josh Allen, Fundraising Manager at Royal Devon Hospitals Charity shares how the charity is benefiting from the system and why he feels Harlequin is “by far the outstanding database company” on the market.

What were your business drivers for investing in Harlequin CRM?

We needed to upgrade our data management in the build up to a major appeal to raise £2.2M for our new chemotherapy and day treatment unit. We did not have a CRM and fundraising system so it was clear – to maximise the success of our appeal – the time had come to look at the charity database market.

Why did you choose Harlequin?

We liked Harlequin as it is a family business and demonstrates a core set of values in how it operates. They care about their customers and are dedicated to what they do. Also, the software came highly recommended by other hospital charities; it is user-friendly with good functionality and integrates with the Harlequin Charitable Accounting system.

We did look at the other major systems but the costs were prohibitive. I think it is unquestionable that Harlequin CRM is the best value for money and best fit for any charity.

How do you use the software?

Our Harlequin CRM system has a live link to Harlequin Charitable Accounting, which we also invested in at the same time. We are able to manage with absolute confidence our 90 separate department and ward funds. We also process Gift Aid claims more easily. The core
CRM functionality enables us to nurture donor relationships and log all donation history and communications. We can also manage our grant applications and legacies. With the Promotional Items tool we trace and track collection tins and buckets.

For our Appeals, we use the in-built Campaigns functionality to keep track of income streams against our overall target. We can report on progress and analyse data.

We also have the Events module, which helps with the organisation and promotion of our Scrumptious Croyde Trail, a 10 mile event that attracts 300 participants. We also have our annual Big Purple Day.

What are the key benefits?

Central and secure data: Harlequin does what it says on the tin. We have one easy-to-use system that contains all our contacts and communications. Data security is crucial, so having information in a central system ensures we can implement robust procedures. This builds trust with supporters.

More cohesive team: we all work in a unified way on the same system and are committed to its upkeep. We can set alerts and allocate tasks. Also, the fundraising and finance teams can support each other more effectively.

Enhanced governance: we can provide clear and accurate information and report on all financial interactions. When it comes to being audited, we are fully prepared.

Insight: the reporting tools within Harlequin enable us to have visibility of ROI and the progression of Appeals. We can understand our income with more clarity and segment data.

Closer donor relationships: the system underpins good ways of working; supporters feel more valued, thanked and engaged. We can send more considered mailings to specific data lists (eg based on preferences, interests, location and giving history).

Have you had any challenges?

Integration with the range of third party application interfaces we required was a task we addressed collaboratively early in the project.

What is your view of customer service at Harlequin?

Harlequin is by far the outstanding database company in the respect that it gives you the personal touch instead of a corporate organisation. Staff are very friendly and deal with issues quickly.

What are your plans for the future in relation to Harlequin?

We continuously grow our team’s knowledge of the system to use it to its full potential. For example, we will be using the GDPR consent tool that has been rolled out to all Harlequin CRM customers. As we embark on future Appeals, the system will be our all-encompassing Appeal Hub.

What advice would you give to a charity implementing a new CRM system?

Select software that is the best fit for your size of organisation and is therefore good value for money. Invest in a system that you can financially justify, now and in the future – one that will also evolve in line with changing charity regulations. You won’t go far wrong with Harlequin.

What three words best describe Harlequin?

Flexible, personable, approachable.