Case Study

The Royal Brompton Hospital

The Challenge

When the Royal Brompton Hospital charity's database manager of five years departed, it exposed significant vulnerabilities in how the organisation was managing its fundraising data. Underlying issues with the Raiser's Edge CRM (RE) that had built up over time suddenly became urgent problems, with no handover of institutional knowledge to fall back on.

The team found themselves firefighting day-to-day data issues, leaving no capacity for process development.

Inconsistent data entry, an unclear gift flow between fundraising and finance, and unreliable gift aid claims were all creating risk the charity couldn't afford to ignore.

Our Solution

Initially undertook a three-day database review to establish the key issues, primarily looking at the following:

Data sources for entry to RE
Overview of current processes for processing income
The gift flow process from entry to finance
Gift Coding
Finance Team requirements
Gift Aid
How best to support the Database Manager
At least one day of this would be onsite to work closely with the Database Manager and Fundraising team.

One day of this was spent onsite to work closely with the Database Manager and Fundraising team.

From this, we provided an audit report which was used to prioritise areas of work and engage in a process change implementation project.

The Results

The report gave the charity a clear path for improvements as well as outlining some of the challenges ahead.

The current database manager felt much more supported
There were capacity, scope and expertise for process development
Other teams in the charity felt more engaged
Increased communication between teams
Overall improvements in inputting processes
Greater data consistency
Enabling of a reliable and trusted gift aid claim process
More integrated online giving (replacing a very complex and time consuming process)

The Royal Brompton Hospital

The Challenge

Our Solution

The Results

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