Large well known Non-Governmental Organisations (NGO) with an estimated number of members closed to 180,000 faced challenge in accessing to these members, in finding out their interest and expectations.
For this Serantau Advisory was roped in to look into a way in organising these members details and at the same time, eliminate any unnecessary extensive documentation or manpower needed to manage these members.
With an estimated number of 180,000 members, 50% of these members gather once in a week at 56 chapters throughout five different states. The NGO does not keep any basic details about these members, except for scattered records both in written form and in business application software at various chapters.
We discovered that the NGO would like to conduct a census to gather the basic details of their members and their needs. We took this opportunity to gather all the particulars of the members, and the information became the foundation of a new CRM system that was built within their present CMS software.
As for security, we moved their server from a regular web-hosting account to a more prominent private server with a private network, data encryption features and the right level of firewall.
We developed a CRM system that can house all these members’ data. The initial stage of members’ data gathering was conducted using a manual form. It was collated and data entry was made at every chapters. All chapters across five states were able to access the CRM online, since it was a web-based CRM system. All these entries were routed to the central database, where duplicates were weeded out, and complete clean data was populated into the CRM system. Training was conducted at three different locations for chapters personnels.
The final system came with complete
- Contact Management
- Peer-to-peer fundraisers
- Advocacy campaigns
- Reports, and
- Case Management
The solution overall allowed the NGO to finally cater to their customised programmes and advocacies according to their members’ requirements to near precision. Results is shown in that the number of new memberships have jumped, donation increased and the NGO’ss long and short term missions achieved.