Customer Story: Wildfowl & Wetlands Trust (WWT)
Saving WWT valuable time with Charity CRM’s impressive integration functionality
The Wildfowl & Wetlands Trust (WWT) is a charity that is built on the foundation of a growing, global community of nature lovers whose vision is to conserve wetlands nature in order to thrive and enrich lives. Since being established in 1946 by Sir Peter Scott – described as ‘the patron saint of conservation’ by Sir David Attenborough – the organisation has made it a priority to restore wetlands and unlock their power, while encouraging others to do the same.
In order to support their mission, the organisation has implemented Access Charity CRM. Ashley Davies, Digital Systems Manager for WWT, provides a detailed insight into how the system’s integration functionality has enabled them to bring their organisation’s processes closer together and the future AI functionality that will continue to garner tangible benefits going forward.
Access Charity CRM
Key takeaways
- Encouraged by Access’ future AI functionality
- Able to focus time on priority areas
- Embraced Access CRM’s cloud-based approach
- Great relationship with Access Support teams
- Simple integration capability that saves valuable time and expense
- Acknowledged Charity CRM as being competitive on price
What were the challenges?
“We previously had an old system called ‘Arms’. This had basically become dated as it was a legacy system, so we decided to upgrade to a cloud version.
Since making this switch, we’ve been able to enjoy the benefits associated with a cloud-based system. Firstly, with the infrastructure now being offsite, it has now freed up more time as I’m now less involved with the onsite server infrastructure. Also, it’s provided quicker access to data, while experiencing an improved level of security.
Which features have been highlights?
Charity CRM’s integration capability via Make has been game-changing for us. This has allowed us to easily connect with one of our event booking systems without the need to write a full API, which is groundbreaking for a team such as ourselves. Time is a key factor for us and involving an external developer can add an additional level of complexity, so having the ability to build simple integrations is great. Make has been incredible.
“We’ve currently integrated Eventbrite and have already run an event through it. I’ve since sent a document to our Customer Success Manager with a list of further integrations we’d love to get built. At the top of my head, these integrations include Airtable, MailChimp and a couple of Microsoft products.
“The other project that we’re really excited about is Data Engine being built in Access Charity Workspace. This allows us to bring in multiple data flows and compile them. We can then plug in Access Analytics, but also Microsoft Power BI as our business analytics tool. None of your competitors – I believe – offer a data warehousing solution, and that’s quite game-changing for us as well.”
How have you found working with Access’ Support team?
“I really enjoy the relationship we have with Access. You have a really good team who are all looking to make a difference. While I think the product is comparable with other competitors, it’s your people and the relationships we’ve built with them that really set Access apart.
Our experience with our Product Manager and Customer Success team has been great. Our relationship has flourished over time, and I think this is because they take the time to know our business and understand where technology can push us forward.
"We’ve worked with Stephen Gott (Product Manager) for years now, and he’s always keen to bounce ideas off of us to understand our pain points and find solutions – such as the MailChimp automation, for example."
What else impresses you about Access?
"I’ve been impressed by the level of innovation Access has provided. For example, absolutely nobody was crying out for a calling app, but since implementing Charity CRM, this feature has made a massive improvement to the way we process calls.
I also really like that you’re a UK software provider, it makes our lives much easier. Having someone providing support within the same time zone as you can have a massive impact. This sets you apart from some of your competitors.
Why did you choose Access Charity CRM?
WWT went through the tender process where they compared Access with other competitors. After weighing up our options, we chose Access as they were the most competitive on price.
“I’m not sure if you’re still as affordable now, but since you’ve acquired other companies, you’ve pushed boundaries in other ways – which would still make it value for money.”
How do you think our AI functionality will benefit WWT?
I think it’s going to revolutionise the organisation. I’m very much on the AI bandwagon. We currently perform many manual tasks such as financial processing and invoicing, but AI could actually take these tasks away from us by automating communications and segmentation.
"This would then free us up to focus on the more productive areas of the organisation such as building relationships with supporters, while getting in contact with major donors.
“Anything that we currently store on the database, AI can be used to automate it. Over the long-term, I can see AI evolving Charity CRM to become something entirely different.”
Would you recommend Access to others?
Yes, definitely. I absolutely would recommend Access as a software provider and the reasons why are because I think you are pushing the envelope of where technology's heading and I want to be on the cusp of the technological revolution, which seems to be coming our way. I think Access is a really good partner to actually assist us in that journey.
“While the product itself is fine, Access’ ability to push the boundaries of what’s possible with their integration functionality and future AI-centric products are especially impressive as it will automate our processes and push us forward.”
Do you have any advice for other charities who are thinking about working with Access?
Firstly, I’d strongly recommend that you sort your business processes first. Quite often, I think a lot of people approach a software provider with the idea that a CRM will solve their business problems, but these tend to be further up the chain with the likes of the overall business plan and strategy.
"The CRM is not going to solve your business problems; it’s the icing on the cake, it isn’t the cake itself. I’d therefore recommend to anyone that they spend 6 months sorting out their processes before they even begin to think about looking into a charity CRM.
“Relationship building is also crucial. It’s important to treat the Support team as though they are an internal member of your organisation. Once you’re able to do this, the relationship will prove to be far more productive and your requirements are more likely to be met.”