CRMs to Cattle Farming: Meet Tom Palfrey, Principal Consultant at Bluelight

Implementing CRMs can be challenging but ever wondered if it’s harder than wrangling cattle? Let’s find out from someone who has done both!

Our profile series, aims to not only highlight the impactful work that is happening in the sector, but we also want to share more about the people behind the work.

In this instalment, we catch up with Tom Palfrey, Principal Consultant at Bluelight, who reveals his must-know tips for any organisation tackling a change project. Plus, he offers a surprising glimpse into his life outside the office – helping to run a cattle farm!

Q. Could you introduce yourself and tell us a bit about your role and organisation?

I’m Tom Palfrey and I am a Principal Consultant at Bluelight. Bluelight specialise in providing CRM, web and data software for charities, membership and associations.

My interest in digital and CRM systems started during my time working in medical insurance where I began to understand how these systems could streamline operations and improve customer interactions. Later, when I joined another company that was in the process of implementing a more complex CRM, I found myself leading that project. [image_with_animation image_url=”4205″ image_size=”medium” animation_type=”entrance” animation=”None” animation_movement_type=”transform_y” hover_animation=”none” alignment=”center” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default”]

Tom Palfrey
Principal Consultant
Bluelight

I first joined Bluelight as a CRM Consultant, with my first project being for the Institute of Materials, Minerals and Mining (IOM3). Over the past five years, I’ve transitioned from working independently within a project team to now mentoring and leading a small team of six people. It’s been an exciting transition, moving from hands-on project delivery to managing and guiding others through their own projects.

One of the aspects I particularly enjoy about working in the non-profit sector is knowing that, although we’re not directly interacting with beneficiaries, we’re helping to build the systems and tools that enable charities and membership organisations to better serve their donors and members. We’re indirectly supporting the mission of these organisations, whether it’s through improving user experiences on portals, websites, or helping streamline operations, and that’s incredibly rewarding.

Q. Could you share a professional fact (eg favourite part of your role) and personal fact (eg something that might surprise your colleagues to know about you)?

One of my favourite aspects of my role is meeting new organisations and getting to know the people behind them. I enjoy diving into their existing systems, identifying limitations, and helping them overcome frustrations with their current CRM solutions. There’s something very satisfying about showing clients a more efficient way of working, through tools that truly meet their needs, and watching their excitement as they realise the potential of what we can offer.

I also value the strong relationships we build with our clients. The people we work with are genuinely passionate about their causes, and there’s a sense of camaraderie when we collaborate. Everyone already will have a vested interest in the project, so you instantly have that good working relationship.

A personal fact that might surprise some people is that my family manage a small cattle farm. My in-laws have a farm, and whenever we can, my wife and I assist with the cattle. We have around 40 cows and calves, so it’s always busy, especially during calving season. It’s a great contrast to my day-to-day work, and we just finished this year’s calving season a couple of weeks ago, which is always a highlight for us. [image_with_animation image_url=”4202″ image_size=”medium” animation_type=”entrance” animation=”None” animation_movement_type=”transform_y” hover_animation=”none” alignment=”center” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default”] [image_with_animation image_url=”4204″ image_size=”portfolio-thumb_large” animation_type=”entrance” animation=”None” animation_movement_type=”transform_y” hover_animation=”none” alignment=”center” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default”] [image_with_animation image_url=”4203″ image_size=”medium” animation_type=”entrance” animation=”None” animation_movement_type=”transform_y” hover_animation=”none” alignment=”center” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default”]

Q. Digital projects can inherently bring change. What piece of advice would you give to a non-profit organisation who was looking to embark on a change project?

One of the most important things for non-profits to understand when embarking on a digital transformation is that it will involve significant change, and that can be challenging. Many organisations may not fully realise the scale of this change—both in terms of processes and systems. Our goal at Bluelight is to help them navigate this journey, providing support through training, hands-on demonstrations, and being available whenever they need us.

I always advise clients to be aware of the time pressures that come with these projects. There are moments when business as usual might need to take a back seat because of the intensive nature of the implementation process. Balancing daily operations with project milestones can be tricky, so having a small, dedicated group of stakeholders who understand the system inside and out is critical. This group can provide the necessary testing and feedback to ensure the project progresses smoothly.

Also, it’s essential to allow ample time for testing and onboarding. The end-users of the system are often paramount to the organisation’s day-to-day functions, so ensuring they have time to thoroughly test and get comfortable with the new system is crucial.

Q. Are there any upcoming or recent technologies that you think will change or disrupt the sector?

One recent development that I’m particularly interested in is Microsoft’s decision to pull their fundraising product. It’ll be interesting to see how this affects the sector, especially since Microsoft has such a dominant presence in the tech world. This shift could open up new opportunities for smaller, specialised providers to offer more tailored solutions that are designed specifically for non-profits, rather than relying on off-the-shelf products from big players.

Another exciting area is AI, particularly how it’s being integrated with Microsoft Dynamics through tools like Co-Pilot and Teams. For example, Co-Pilot can summarise contact history in seconds, which previously required sifting through pages of information. This is a game-changer for non-profits, as it helps streamline processes, save time, and ultimately expand the reach of their services.

Q. Do you have a piece of work that your organisation has carried out that you are particularly proud of?

One project that stands out for me is the work we did with IOM3, my very first project in the non-profit sector. I will always hold fond memories of this project because it was such a key learning experience for me.

For this project, IOM3 sought to implement a new CRM system to replace their outdated legacy platform. With a tight deadline and the involvement of multiple teams, including Bluelight and Hart Square, successful collaboration was crucial. Despite the demanding hours and occasional challenges, we delivered a solution that fully met their requirements. It has been incredibly rewarding to see how their new CRM has streamlined operations, including consolidating data from four major sources and numerous spreadsheets into one centralised system, significantly improving data quality and providing many additional benefits.*

Q. How does the collaboration with Hart Square support clients with their digital change journeys?

I’ve had the pleasure of working with several Hart Square team members and each time it has been really great. The trust we’ve built means that when a client has concerns or uncertainties, Hart Square can confidently assure them. The guidance Hart Square provide is also hugely beneficial for both of us as technology supplier and the client, as you guide the project to meet timelines.

Having that level of communication and trust is essential because digital transformation projects are a big deal for clients. These projects are often the most significant initiative they undertake in a given year, and it’s crucial for them to feel that they’re in safe hands.

*For more on IOM3’s project, watch our on-demand webinar with Bluelight and IOM3 to learn how they reduced data volume by two-thirds while enhancing its quality!