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  • Key Challenges
    • Fragmented data across multiple systems with no integration or single source of truth
    • Limited ability to analyse or report on supporter data and personalise communications
    • Lack of internal expertise to define CRM requirements and select the right system
  • Key Benefits
    • Expert guidance on CRM
    • Kept client and suppliers on track
    • Expert knowledge of the sector
    • Impartiality
  • Key Services
    • Invitations to Tender for CRM
    • Partner Selection
    • Project Management

About The London Institute for Contemporary Christianity (LICC)

From its beginnings in 1982, The London Institute for Contemporary Christianity (LICC) has been helping Christians relate and apply their faith to everyday life in modern Britain. Today, LICC offers a wide range of practical resources, used by thousands of churches across the country, whilst continuing to undertake research, run events and offer church consultancy.

Single view of the truth

In line with its philosophy, LICC was seeking a ‘single view of the truth’ when it came to managing its supporters and beneficiaries. Nigel Hall, Operations Director at LICC, takes up the story: “We have an email database of around 16,500 and a postal database of around 6,500, with some overlap. We had data in a variety of repositories and many different systems, but none of them were integrated or talked to each other. We just didn’t have a ‘single view of the truth’ and could not create or report on data easily.”

He added: “Our goal was to understand our supporters and beneficiaries better and be able to customise our messages to them. We needed a systems infrastructure that would see us through the next five to ten years.”

Strategic partner

The next stage was to start the search for a new CRM (Customer Relationship
Management) system. Nigel Hall explained: “We needed someone to come in and help us define our requirements and select and deliver a new CRM - a strategic partner, if you like. We decided to invite Hart Square in – we recognised their independent approach to vendor selection and in-depth market knowledge, which we simply didn’t have at LICC.”

He added: “One of the key reasons for bringing Hart Square in is that there are a lot of CRM vendors out there promising everything from their solutions. What we needed was expert guidance from professionals in the field who could understand and meet our requirements.”

Vendor selection

Hart Square organised a series of workshops with staff involved in each of LICC’s core functions to gather their requirements. Nigel Hall said: The workshops went very well, Hart Square brought rigour and discipline to the process, it was very well project managed.”

The output from the workshops resulted in Hart Square drawing up a specification for the new CRM system which led to a tender document being sent out to five CRM vendors.Nigel Hall added: “Hart Square organised the vendors to come in and make presentations to us, and helped us narrow down to a shortlist of two. We then selected Donorfy, a fundraising CRM in the cloud for non-profits.”

He added: “In terms of CRM platform systems, we would not have known where to start. It was Hart Square’s knowledge of the CRM landscape that was really helpful to us, as well as their independence.” Hart Square’s industry knowledge and expertise aligned with a very clear and structured approach to help get LICC to where it wanted to be, he said.

“ The project was delivered on time and budget. Hart Square’s expertise in the sector, plus their impartiality, were crucial. We found them easy to get on with, responsive and professional. It was a very positive experience for us. I would definitely recommend them. ”

— Nigel Hall, Operations Director, LICC