Mercy Relief

How Mercy Relief transformed its donation management

Charity overview: 

Mercy Relief, a leading charity focused on disaster response and humanitarian aid in Yemen, previously relied on manual processes for tracking donations and lacked an integrated donor database. Recognising the need for an efficient system, Mercy Relief became one of the first charities to adopt our Engage CRM.

Barriers to efficiency at Mercy Relief

Before implementing Engage, Mercy Relief struggled with several operational challenges that hindered its efficiency. 

Donation tracking was a labour-intensive process, requiring the team to manually download and categorise donation data, which was not only time-consuming but also prone to errors. Additionally, the absence of a central donor database meant that donor details were scattered across various platforms, making it difficult to maintain consistent relationships and access donor history.

Furthermore, their reporting processes were not seamless, leading to difficulties in quickly generating accurate reports, which affected their ability to make informed decisions and present data to stakeholders effectively.

Streamlined operations with Engage

Engage CRM provided a comprehensive solution to address Mercy Relief’s operational challenges, transforming their donation management and donor engagement processes. 

As remarked by Mercy Relief, “The onboarding process was smooth, with no major issues, and even the initial challenge of data import at our end, such as duplicate account data, was quickly resolved by the N3O team.” Shifting to the new system was straightforward, needing only minimal training. 

“Engage is user-friendly, self-explanatory, and easy to use. " The new system’s user-friendly and intuitive interface allowed the Mercy Relief team to adapt quickly. Also, “the move didn't affect our donors [at all].” 

The automation of workflows, the ease of donation tracking and categorisation (to see each department’s input), and reporting significantly reduced the administrative burden, enabling the team to focus more on its core mission. 

Additionally, the seamless integration of donation and donor data enhanced their ability to make informed decisions and present comprehensive reports to stakeholders with just a few clicks.

Key benefits:

Since adopting Engage CRM, Mercy Relief has seen substantial improvements:

• Streamlined Donation Processing: Donation processing is now a breeze. Engage’s automated workflows have significantly reduced the time spent on administrative tasks. Now, donations made on our website come directly into our CRM without needing interventions.
• Enhanced Reporting and Analytics: The charity now enjoys comprehensive donation and donor reporting, enabling them to track income, manage programs, present data, and make strategic decisions readily. 
• Improved Donor Communication: With easy access to elaborate donation profiles and histories, the team feels more confident in their donor interactions, strengthening relationships and trust.

Empowering Mercy Relief's mission

The implementation of Engage CRM has had a significant impact on Mercy Relief’s overall efficiency. 

The ability to consolidate data from multiple sources, including the call centre (inbound and outbound calls) and online donations, has greatly improved the accuracy of data and speed of their reporting. 

Automated donor receipts sent swiftly upon making donations have built donor confidence in the charity, particularly in the secure handling of sensitive financial information like cards and bank details. Moreover, insights from the donor profiles have also improved the charity’s donor correspondence.

“The N3O teams ability to highlight issues in a timely way has been a key factor in our positive experience. So, for us, that's a key thing about their service.”

The support received from Engage’s team has been exemplary, mentioned Mercy Relief. Their proactive approach to building our capacity has ensured that our operations remain smooth and uninterrupted. Overall, Engage CRM has empowered Mercy Relief with enhanced management capabilities.

In summary: Mercy Relief’s experience

Mercy Relief's transition to Engage CRM has been transformative. They look forward to adopting related CRM modules and features that align with their mission. The charity highly recommends Engage, citing its efficiency, ease of use, and exceptional support as standout features.