Action for Humanity

How Action for Humanity transformed its donor management and streamlined operations

Charity Overview
Action for Humanity (AFH) is a large international non-governmental organization (INGO) with considerable institutional funding, dedicated to providing humanitarian aid and relief efforts. Despite its substantial growth, AFH struggled with inefficient donor management systems and a lack of integration across its operations.

Barriers to efficiency at AFH

Before adopting Engage CRM, AFH faced several operational challenges that hindered its ability to manage donations and communicate with donors effectively:

• Orphan Sponsorship Management: The organization relied heavily on local partners for tracking sponsorship information, which led to inconsistencies and inefficiencies.
• Lack of Centralized CRM: AFH did not have a dedicated CRM system for managing donations and payments, resulting in fragmented data and manual processes.
• Website Limitations: Their website wasn’t tracking or consolidating all donations, making it difficult to reconcile funds and generate reliable reports.

These inefficiencies affected AFH’s ability to maintain smooth operations, ensure proper data consolidation, and build lasting relationships with donors.

A seamless solution with Engage CRM

AFH turned to Engage CRM for a comprehensive solution to streamline its operations and enhance donor management. As Jahed Mubin, the IT Project Manager at AFH, noted, "The usability of Engage is a huge improvement on the old DMS. [Also] the look and feel is one of the best features of the Engage system."

The implementation of Engage CRM brought several key changes to AFH’s operations:

1. Migration to Direct Debits: The team helped AFH migrate from standing orders to direct debits, which improved the efficiency of income reconciliation and reduced manual errors.
2. Donor Call Center Integration: A donor call center was established and linked directly to the CRM, improving communication with supporters and simplifying data management.
3. Streamlined Income Reconciliation: By automating income reconciliation, Engage CRM allowed the team to process donations quickly and accurately, freeing up time for more strategic tasks.

Expanding reach with website development and data segregation

As AFH operated multiple entities, including Syria Relief, a key challenge was ensuring data segregation between these two branches while maintaining centralized control. Our team worked closely with AFH to design and operate two websites — one for AFH and one for Syria Relief — while consolidating data into a single CRM. This approach ensured appropriate segregation of data and streamlined operations across both entities.

Additionally, the company assisted in setting up AFH’s Canada entity and its bespoke website, further expanding their international reach.

Ongoing developments: A future-focused partnership

The collaboration continues to evolve as we revamp AFH’s current website and roll out new features, including crowdfunding capabilities. With Engage CRM as a backbone, AFH can now consolidate donor data seamlessly and utilize new features to engage donors more effectively.

Key benefits:

Since adopting Engage CRM, AFH has experienced significant improvements:

1. Centralized Data Management: Donor data, donations, and communications are now consolidated in one system, eliminating inefficiencies and providing a unified view of donor interactions.
2. Improved Donor Communication: With the donor call center integrated into the CRM, AFH can communicate with supporters in a more personalized and timely manner, boosting donor engagement and trust.
3. Streamlined Financial Processes: Migrating to direct debits and automating income reconciliation has reduced administrative burdens and improved financial accuracy.
4. Enhanced Website Functionality: The newly designed websites for AFH and Syria Relief have improved donor experience, while the integration of crowdfunding features will expand their fundraising capabilities.

The future of AFH with Engage CRM

Looking forward, AFH is excited about the scalability and flexibility that Engage CRM provides. As they continue to grow and roll out new initiatives, such as crowdfunding, the platform’s ability to scale with their operations is a critical factor in their long-term success.

Jahed Mubin shares, "We like having everything under one umbrella. It’s easier to manage and ensures consistency across the board. We’re confident Engage will continue to scale with us as we grow."

In summary: empowering Action for Humanity’s mission

The adoption of Engage CRM has significantly improved Action for Humanity’s ability to manage donations, streamline operations, and build stronger relationships with donors. With a more efficient CRM system in place and the ongoing development of new tools, AFH is now better equipped to fulfill its mission and continue making a positive impact globally.

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