Customer Story: The Gurkha Welfare Trust

• Invested in a cost-effective charity CRM
• Flexible licenses allow multiple people to work on the system at once
• Saved the Trust valuable time
• Received outstanding customer service from Access’ Support team
• Has already recommended Access and Access Charity CRM to others

What challenges did the Gurkha Welfare Trust initially face?

Before partnering with Access, The Gurkha Welfare Trust was using a competitor's CRM system that presented several challenges. The previous system was server-based, requiring staff to be on-site to access the necessary tools, which hindered flexibility and efficiency. Additionally, the limited support provided by the previous provider was a major obstacle in the Trust's efforts to evolve and refine their processes.

We eventually decided to look for a new charity CRM system, mainly due to the lack of support we would have received had we continued with the current system. Had we continued, we only would have been provided with issue-related support, rather than helping us to develop any new ideas. The latter is very important to the development of our organisation.

Why did the Gurkha Welfare Trust choose Access Charity CRM?

When The Gurkha Welfare Trust recognised the need to replace their CRM system, they took a proactive approach by initiating a thorough tender process. This process narrowed down the options to Access Charity CRM and one other competitor. The Trust’s focus was on selecting a solution that would not only be cost-effective but also support their long-term growth and ongoing needs.

We’re not a massive organisation, so one of the key considerations was cost. After going through the tender process, we decided that Access Charity CRM was cost effective in terms of what we required from the system.

Ongoing support is also important to us. There is no point investing in a great piece of software if we don’t have anyone to reach out to when we need support. Access promised this from the start and they’ve certainly delivered. The support we have received has been brilliant.

How have you found working with Access’ Support team?

Since implementing Access Charity CRM, The Gurkha Welfare Trust has experienced firsthand the benefits of Access’s exceptional Support team. The Trust has found that Access consistently goes above and beyond to ensure their success, making sure that any issues are swiftly resolved and that the system continues to evolve alongside their needs.

The Support team have been knowledgeable, friendly, and always get back to us quickly. Whenever we experience an issue or have a query, we will raise a ticket which somebody will jump on within an hour of it being sent. The Support team go beyond answering queries though, as they are continually developing the system to improve user experience.

Which processes did Charity CRM improve?

Zak has been particularly impressed with the flexibility surrounding licenses. Charity CRM now permits a license for each member of staff which allows for several people to work in the system at a time, allowing him and the rest of the team to work swiftly and more efficiently.

Previously we had 15 licenses, so when new team members joined, they weren’t able to access the system. Also, if you opened more than one page of the CRM, that also counted as using additional licenses. This meant that we could only work on one task at a time.

With Charity CRM, we have 22 licenses, but crucially, it allows each license holder to open several pages at once within the same license. This means that we no longer get slowed down as we can now work on several projects at once. For example, I can look into our reporting, while also managing our Gift Aid campaigns without any issue at all. This has saved a lot of time and stress!

Would you recommend Access to others?

Given their positive experience, The Gurkha Welfare Trust has not hesitated to recommend Access Charity CRM to others. Zak has already shared their success story with other organisations, encouraging them to consider Access for their charity CRM needs.

I would recommend Access Charity CRM, especially to those organisations who are a similar size to us. Both Access as a software provider and the software itself meets our needs. In fact, I have spoken with a couple of people who are looking for a charity CRM and recommended Access to them!

Do you have any advice for other charities who are thinking about working with Access?

Although The Gurkha Welfare Trust has had a positive experience with Access, Zak thinks it’s important for organisations to be realistic when working with any software provider. While Access will provide the support to reach your desired goals, it’s crucial to be aware that obstacles will arise on this journey.

You'll always struggle with certain things at the beginning of a new project, especially with a system you've never used before, but having the quality support that Access provides means you will always get there in the end.

Schedule your live Access Charity CRM demo

Access Charity CRM is specifically designed to meet the unique needs of charities, offering an intuitive, user-friendly platform that simplifies data management and enhances donor engagement. It provides a unified system that integrates seamlessly with other tools, saving time and reducing errors. Access Charity CRM allows charities to focus on their mission by automating routine tasks, providing in-depth reporting, and enabling organisations to better manage their donor relationships. Book your free live demo today.