CRM (Customer Relationship Management) platforms bear potential to improve critical non-profit processes

Reaching communities and beneficiaries easily and quickly is vital for any non-profit. State-of-the-art CRM systems can enable non-profits to streamline their processes, reduce manual effort and save time. 

Over the past months, BearingPoint has been helping implement a modern CRM system for a Romanian non-profit that supports chronically and severely ill children.

What challenge the non-profit is facing

Previously, the website collected some specific data; end-users, however, used a separate mobile application. A platform linking all data was missing, so processing data and manually creating user accounts and extracting reports took hours. The non-profit reached out to us, asking for support with their stakeholder-related data processes.  

What was missing, exactly? There was no link between the data that visitors (partners and beneficiaries) left voluntarily of the non-profit’s webpage to use a mobile app, and the accordant mobile app, which serves as the non-profit’s user interface. For the non-profit that meant: Non-profit staff was required to create user accounts for the non-profit mobile app manually. This took a lot of time, sometimes up to four hours. Looking at this process, it became clear: There is room for automation. In parallel, we identified that there is also limited data reporting for the website and the app – a monthly status report is also done manually and took about eight hours to be set up. A third aspect, we were asked to help with: The non-profit was not able to send mass messages to registered users.

A working CRM platform can help with solving these data and interaction issues.

Implementing and integrating a CRM platform bears the potential of automating core processes as defined above – resulting in reduced manual effort and, thus, time invest for all involved parties. Also, if done right, errors can be reduced too. 

The results we jointly achieved for our non-profit partner

Enabling quick and automated solutions to manage the non-profit CRM platform came with several significant advantages: 

  • Partner and beneficiary data are safely stored in the CRM platform in a compliant way. 
  • Information now flows between systems automatically, reducing manual effort. 
  • Files, attachments and updated documents can be added to or edited in the CRM records centrally. 
  • As all relevant data are stored in the CRM, communication within the team became more efficient. 
  • Sending mass messages to all registered parties is effortless. 
  • Partners and the products and services they offer to beneficiaries can be viewed and reported on. 
  • The use of vouchers for certain products and services was introduced. They can be generated and activated or deactivated automatically. 
  • Reporting can be done with just a few clicks. Customizable list views can be created, e.g., all vouchers spent in August 2021, the partners offering a certain service, etc. 

And that is what our consultants on site say about the project!

Our team is really proud that we enable helpers and are supporting this non-profit in restructuring and digitalizing the way they reach out to everyone they want to help. It will make all their interactions a lot more efficient and help many children who really deserve as much help as possible.

Oana Gheorghe & Raluca Jibotean, BearingPoint