The team at Scottish Fire & Rescue Family Support Trust have been working with excel spreadsheets to manage their respite services, grant making processes, membership data and more. They recognised the need for a more robust system, however, had no internal experience of procuring or setting up CRM software.

We worked with their small team to guide them in this process with the key objective of finding a system fit for their requirements and budget, that will become their single source of truth, integrate with other systems, and grow with them as they scale. We began with exercises to map stakeholders, identify existing systems and data sources, and gather their requirements list.

We also consulted with their IT team and board of trustees to confirm security requirements and budget.

During the period of research we identified two CRM software options designed exclusively for charities that met over 80% of their needs within their budget. The organisation are now trialling these systems and reviewing onboarding packages to support their team with data migration, optimising their system set up and the technical know how to connect the CRM with their website, Outlook, donation platforms and more.