In the heart of Manchester, Henshaw’s stands as a beacon of support for people living with sight loss and other disabilities. For over 180 years, this venerable charity has been dedicated to enhancing lives and fostering independence. However, the journey towards modernising their operations took a significant leap in 2017 when Henshaw’s implemented an integrated collaborative environment through a new customer relationship management (CRM) system. This transformation has not only streamlined their processes but also amplified their impact, ensuring that they can continue to secure vital funding and support their community effectively.

The Need for Change

Prior to 2017, Henshaw’s relied on outdated methods, including spreadsheets, to manage their operations. With the expiration of their existing software looming and the introduction of the Knowledge Village—a rich repository of videos, blogs, eBooks, and other resources—the charity needed a robust CRM system to support their expanding digital initiatives.

The challenges were clear:

• Efficient Data Management: The old system hindered effective data assessment, making it difficult to prove the charity’s impact.
• Streamlined Operations: Staff spent too much time on administrative tasks, detracting from direct support activities.
• Future-proofing: The new system needed to be flexible, integrate with existing tools, and comply with GDPR regulations.
• Funding Evidence: Demonstrating the impact of their work was essential for securing future funding.

Recognising these challenges, Henshaw’s sought expertise to find the right CRM solution, leading to a partnership with Bubble Enterprises and the Senaryo Services MD Don Phillips.

The Collaborative Process

Don Phillips, a director at Bubble Enterprises with a background in IT, joined the working group to spearhead the selection and implementation process. The collaborative effort focused on identifying a CRM system that met Henshaw’s specific needs. Key considerations included:

1. Integration and Compatibility: The CRM needed to seamlessly integrate with existing systems.
2. Data Measurement: It had to effectively measure the impact of Henshaw’s work and support compliance with reporting obligations.
3. User-Friendly Interface: Ensuring ease of use for staff and new users was paramount.
4. Bespoke Functionality: Custom features, particularly for bookings, were necessary to fit Henshaw’s unique requirements.

After a thorough assessment of various CRM packages, a decision was made. A reputable IT company was enlisted to implement the chosen system, which promised to transform how Henshaw’s operated.

The Impact of the New CRM System

By early 2019, Henshaw’s new CRM system was fully operational. The benefits of this integrated collaborative environment quickly became evident:

1. Operational Efficiency:

   • The new system streamlined work processes, reducing the time staff spent on administrative tasks and allowing them to focus more on direct support activities.

2. Enhanced Data Management:

   • The CRM enabled comprehensive data collection and analysis, proving the impact of Henshaw’s work. This capability was crucial for fulfilling reporting obligations and demonstrating the effectiveness of their programs to potential funders.

3. Improved Compliance:

   • Ensuring compliance with GDPR and other regulations became more straightforward, mitigating risks associated with data management.

4. Support for Knowledge Village:

   • The CRM underpinned the Knowledge Village initiative, facilitating its growth. With around 60 new users signing up to the newsletter each month, the platform has become an invaluable resource for those experiencing or working with sight loss and disability.

5. Future Funding:

   • By providing tangible evidence of their impact, the new CRM system bolstered Henshaw’s ability to secure future funding. Additionally, the data collected offered opportunities for monetization, creating potential new revenue streams.

A Brighter Future

The implementation of the CRM system marked a significant milestone in Henshaw’s long history of service. It has empowered the charity to operate more efficiently, support their community more effectively, and secure the necessary funding to continue their mission.

Bubble Enterprises played a pivotal role in this transformation, helping Henshaw’s navigate the complex landscape of CRM solutions and ensuring the chosen system met all their requirements. The success of this project underscores the importance of an integrated collaborative environment in managing stakeholders and driving organizational impact.

As Henshaw’s continues to support people living with sight loss and other disabilities, the new CRM system will undoubtedly remain a cornerstone of their operations, enabling them to go beyond expectations and make a lasting difference in the lives of those they serve.