How Microsoft Dynamics helps charities and non-profit organisations increase fundraising revenue and drive down costs.

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www.preact.co.uk 0800 381 1000 sales@preact.co.uk
There are few sectors who work under the same level of restraint as the third sector.
Every penny counts, so every second counts – every action should result in either
better service to beneficiaries, or increased funds.
These are not new challenges, but what is new is the level of technology in place to
support all of these aims.
Microsoft Dynamics CRM is helping charities do more than just improve processes.
It’s helping the third sector deliver better levels of service, reduce internal costs,
make better decisions, and increase the level of resources going directly
to beneficiaries.
More than that, it has helped charities such as Royal Mencap Society develop a
more open culture with greater transparency, resulting in more contracts won and
more people supported.
This White Paper will give you insight into how the third sector is not just using
Microsoft Dynamics, but how it is pushing CRM to its full potential, with bespoke
processes and business intelligence at the heart of operations.
You’ll see how charities are increasing the fundraising revenue and how you can
also deliver better service.
Improve Service
Service makes all the difference, and this is true in every sector, not just the third.
The way you engage with your donors can transform that relationship.
Get the small things right, and you’ve got an advocate for life. Get it wrong,
and you risk everything.
How Dynamics CRM Helps
Increase Fundraising Revenue
and Drives Down Costs

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“We are well on our way towards
realizing our CRM vision of
ensuring that our staff always
have all the correct information at
their fingertips when dealing with
customers of any description.”
Lee Mather,
Children’s Food Trust
Single Contact View
Communications are more fragmented than ever. We have interactions on social
media, phone calls, e-mails, face-to-face meetings... all in isolation.
An important conversation across one touch point has to carry across to other
channels. Microsoft Dynamics captures all your interactions with beneficiaries,
donors, volunteers, sponsors and members in one place. This gives you a coherent
view of each contact from a single interface.
For your beneficiaries, use CRM to capture each enquiry and support case,
and profile each person to make sure that inbound call handlers are fully informed
about prior communications and are empowered to consistently deliver a personal
professional and supportive service.
It’s in Microsoft Dynamics that you record any attribute or detail that is relevant
to your supporter relationships such as membership status, donation history,
recent purchases, service case history, communication preferences and
demographic detail.
By integrating CRM with e-commerce, you have the opportunity to record each type
of supporter income donations, membership and merchandise orders.
And this makes service all the more seamless.
Microsoft Dynamics gives everyone the ability to know everything about each
individual contact so that no details are left out.
Resolve Issues Quickly
And if you have issues, those issues need to be resolved quickly.
A single contact view means that the entire relationship history with a beneficiaries
or supporter can be viewed in one place – but more importantly, bespoke alerts
mean that if an issue arises, the right person can act upon it, quickly.
Native Dynamics CRM tools help charities manage enquiries, questions,
applications, complains, DBS checks and a variety of other processes to make the
whole experience as smooth and as stress-free as possible.
CRM process flows give agents prescriptive advice that guide them to a successful
outcome by following defined steps in line with your process rules.
Guided Resolution
Dynamics CRM allows you to integrate guided resolution features, such as call
scripting and policy adherence. With a process-driven interface, your agents can
manage service issues faster, and better.
Mobile – CRM Everywhere
We live in a mobile world, so it’s important that you are able to carry out actions
from any device. Microsoft Dynamics CRM is available on tablet and on mobile,
so that if something urgent arises, you don’t have to wait until you’re at your desk.

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www.preact.co.uk 0800 381 1000 sales@preact.co.uk
Reduce Costs
One single interface improves service, but it also drives down your internal costs.
The natural result is that the overheads are reduced, and beneficiaries receive a
greater percentage of your fundraising activities.
By connecting processes and data to one single interface, Microsoft Dynamics CRM
reduces operational expenses. There is less administration, processing time is
reduced, data quality improves, and manual tasks are kept to a minimum.
Mencap have been using Microsoft Dynamics for several years, and have commented
on improvements in productivity by reducing duplication and manual processes.
Develop Insight & Make Better Decisions
Dynamics comes with inbuilt dashboards, and the ability to create bespoke
dashboards that help you unlock insights from within your data.
You can easily generate reports, for example, on:
• Total hours volunteered
• Projects completed
• Time spent on service cases
• The status of grant applications
• Donations received and sources
• Recent campaign performance
This gives you a single source of truth and actionable insight. You remove the
guesswork by understanding which campaigns were effective to replicate
successful appeals and achieve your fundraising goals.
“By using Dynamics CRM we’ve been able to rid ourselves of numerous manual
processes that involved a great deal of duplication. We’ve automated a sizeable
number of routine activities which has eliminated that duplication of effort
and it’s made a big improvement to the accuracy of our data throughout
the organisation.”
“We found it very easy to get up and running with Dynamics CRM. Its reporting
capabilities quickly made our team more informed, especially through
dashboards which give us the information we need at the touch of button.”
Gordon Pearson, Systems Manager, Mencap

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www.preact.co.uk 0800 381 1000 sales@preact.co.uk
Charities often have strict reporting requirements, for instance, to regulatory
bodies and trustees. Dynamics CRM gives you the single interface and data hub
required to generate these reports at the click of a button.
Lee Mather from the Children’s Food Trust notes that the Power BI solution,
as part of Microsoft Dynamics, is adding significant value:
“Power BI has been a revelation for us. It’s made a tremendous impact to the
quality of our reporting and our senior managers love it, so much so it’s now
driving more data into CRM, and crucially, away from spreadsheets.
Our entire reporting process is better executed, and it’s helping us analysis CRM
data more effectively and more quickly. It’s definitely given us greater control
without the need to continually outsource reporting development changes.”
Lee Mathers, Children’s Food Trust
Increase Fundraising Revenue
Making it Personal
Dynamics CRM can give you so many insights into your donor activity that you can
start to build more personalised communications that will have increasing impact.
For instance, according to research, Generation X donate more frequently than
any other generation. If you can tap into this level of insight within your own data,
and find segments that donate more frequently, or at specific times of year,
you can develop highly personalised communications strategies that deliver
higher conversion rates.
This personal approach helps you target niche segments for urgent appeals or
legacy gift campaigns, and it is essential that your donors and prospective donors
are kept informed about your activities, and what they are contributing towards.
Microsoft Dynamics connects with marketing automation services to increase
supporter loyalty with timely, personalised messages that resonate and increase
supporter engagement.
Automation
In order to personalise communications, you need to personalise the processes
around them. Cross-selling and up-selling is hugely important in the third sector
as charitable organisations continually work to increase their supporter income.
Bespoke workflows will do the work for you, cutting down administration and
potential for error.
Dynamics CRM integrates with marketing solutions such as dotmailer and
ClickDimensions to initiate automated nurture campaigns that increase awareness
of your work and promote the right message to the right person, at the right time.
You can send professional newsletters that share details of your recent activities
and upcoming events, and develop donor contributions with campaigns that send a
sequence of emails to increase engagement with existing and prospective employers.

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www.preact.co.uk 0800 381 1000 sales@preact.co.uk
Centralised Event Management
Dynamics CRM can also connect with specialist event management tools such as
Eventbrite, via ClickDimensions’ marketing automation feature.
Our CRM event management solutions list all active and completed events in one
place. These can include training days, workshops, seminars, webcasts, customer
events, staff parties, and many other events that involve the use of contact lists.
Bespoke Processes Built Around You
Working with Preact
We will help you use CRM to manage each bespoke process and relationship that
matters to your organisation.
For instance, we have developed solutions using native CRM functions that include:
• Helping Mencap and the Children’s Foot Trust manage their contract agreements
• Enabling BEN - the Motor & Allied Trades Benevolent Fund to manage the
grants they distribute
• Implementing CRM processes that enable Hearing Dogs for Deaf People to
track detailed information about their hearing dogs including their medical
history, food supply and weight history.
Preact is a leading Microsoft Gold Partner with a proven record of helping charities
and not-for-profit organisations transform their processes by leveraging the power
of Dynamics CRM.
“We’d recently implemented Microsoft Dynamics but we needed a CRM expert
to help us take the next step. Preact have delivered a faultless service for
many years. I’ve found them to be a great team to work with and I believe that
sentiment would be echoed throughout our organisation.
“Continuity has been a key factor in the success of this relationship especially
in terms of our account manager and CRM consultant. We regularly meet
with Preact to plan the next steps of our CRM development and review our
progress. This has proved a great approach for us as Preact always bring
other considerations to the table and they have a clear understanding of our
processes. I’d even go so far as to say that I don’t believe there is anyone outside
of Mencap who knows our processes as well as your lead consultant!”
“It’s proved to be a very open and honest relationship and together I feel we’ve
achieved a lot in our CRM journey. It’s no exaggeration to say that when I am
considering providers for other IT services Preact are always my benchmark
for comparison.”
Gordon Pearson, Systems Manager, Mencap

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www.preact.co.uk 0800 381 1000 sales@preact.co.uk
I’d 100% recommend Preact to any organisation that is looking for a
Dynamics CRM Partner.
Lee Mathers, Children’s Food Trust
Our services cover each step of your CRM journey, including:
• Requirements scoping to define each step of a new CRM implementation
• CRM consultancy to configure and customise Microsoft Dynamics for
charitable organisations
• User training empowering your team to gain maximum value from CRM
• Technical support to answer user questions and minimise downtime
• Ongoing consultancy to action user requested CRM changes
Many charities and nonprofit organisations are entitled to Microsoft volume
discounts on licensing for Dynamics CRM, Office 365, Windows 10 and other
Microsoft solutions.
We can help you take advantage of those discounts and really take your charity or
not-for-profit organisation to the next level. In partnership, we’ll help you build your
CRM processes around the way you work, helping you grow the funds you deliver to
beneficiaries, as well as the proportion of the money you raise.
FOR MORE INFORMATION
To speak to our CRM experts, call us today on:
0800 381 1000
or email us at:
sales@preact.co.uk