Beacon

How Noah's Ark Hospice used automations to streamline their communications

Noah’s Ark Children’s Hospice has been helping children with life-threatening and life-limiting conditions since 2006. They provide support in the family home, in the community, and at a specially designed building called The Ark. Their key aim is for those they help to live as children and families instead of patients and carers.

The team won 2019 Charity Times Fundraising Team of the Year and were keen to build on that success in support of their mission.

It was decided the best way to do that was to make sure the fundraising was underpinned by improved systems and processes. Their journey to achieve this led them to Beacon to help manage their various funds and events.

“These two things are completely mutually inclusive. In fact, you probably can't fulfil your mission without being rigorous in your business management or data management.”

Noah’s Ark Hospice focused their first experience using Beacon on managing their 36-hour campaign. This campaign hinges on recruiting “Team Leaders” that act as fundraisers and each of them then brings in donations from various donors. Fundraisers will use a platform of their own choice, like JustGiving, and that data needs to come back to Noah’s Ark, and they marry up all the donors, payments, Team Leaders, and the rest of it.

They were able to implement real-time reporting showing how many team leaders they’d identified, how many had agreed to do it, and how many have declined. While managing their individual responsibilities, the team could also see the progress they were making to their targets. Being able to see how everything is coming together is so beneficial from a management perspective.

“As a director, the dashboard functionality is incredibly helpful. It's really great to always have a homepage showing how you’re doing for that campaign, this month's income, and this year's income for all the different areas. And then, of course, always having all those KPIs to hand for the Board can be really helpful!”

Prior to Beacon, Noah’s Ark Children’s Hospice relied on lots of manual processes. Apart from simply costing a lot of hours, manual actions also leave plenty of room for human error. Even if you have the best people and processes in the world, if you rely on memory and manual actions, gaps are unavoidable.

To address this, Noah’s Ark leaned into how bespoke Beacon can be. They created all the record types, custom fields, and connections required to track and manage everything from campaign success metrics to the particular way individuals attended each event and even down to individual tasks of their processes. And automated as much as possible.

Now everyone is guaranteed a follow up - such as a thank you - which is still personal but follows an automated prompt or is itself automated. From the donor’s perspective, that communication comes from the person, but you’ve completely removed the chance for human error, introduced accountability, and slashed wasted administration time.

‘A friend called me after their husband had set up a regular donation and said, “James just received the most beautiful email only a few minutes after he set up the payment. Gosh, you've really got your team well drilled.” Whereas in reality, we hadn't really done anything! You can’t replace people, but you can give them the ability to just be really professional and efficient.’

You’ve probably heard the adage: anything that can be measured can be improved. If that holds true, then Noah’s Ark Hospice are one to watch. They managed to get full visibility of all their fundraising metrics all automatically assigned to the relevant income streams, up-to-date and visible at all times.

As valuable as high-level reporting is, going through the implementation of Beacon has also given Noah’s Ark renewed confidence in their processes and their tools and thus their people’s ability to deliver on the charity’s mission. You can’t overestimate the value of that.

‘Now, we just set people on a journey. We know they’ll sort of naturally move through the stages towards regular gifting, and that's really great. To be able to set up an automated journey well in advance, and just let it run, gives us the confidence to scale at pace.’

Not that you need it, but good luck for your next award!

You can find out more about Beacon's features as a fundraising CRM here.

Charity Established
2006
With Beacon Since
July 2021
Biggest Benefit
The ability to personalise every element
Beacon in a sentence
Takes the pain out of the process
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