The Children’s Society selects m-hance to better connect its workforce and improve supporter relationships


The Children’s Society selects m-hance to better connect its workforce and improve supporter relationships

August 2019, UK.

m-hance, a leading Microsoft Gold Partner, is delighted to announce that it has been selected by The Children’s Society to deliver the charity’s Customer Relationship Management (CRM) project.

The Children’s Society is a national charity that works with the most vulnerable children and young people in Britain today. It works with young people, step by step, for as long as it takes. Its services include supporting them through the trauma of criminal or sexual exploitation [CN1], helping them access the mental health support, providing missing support services, working to improve government policy for young carers and the 4 million children living in poverty.

The charity recognises that it has a need to change its internal system, which was highlighted in an analysis of the challenges associated with its existing incumbent CRM and related systems. This analysis identified several issues, including the use of multiple databases and sources alongside its existing relationship management solution, with this lack of integration creating data silos. It also has no single view of interactions, manual updates are required to try to keep data current, plus financial information is hard to track and reconcile. Cumbersome processes, poor visibility of data and difficulties in accessing and using data to deliver the supporter engagement strategy all add to current challenges.

The Children’s Society initiated a tender process with the aim of deploying a new CRM as a strategic tool for the organisation to replace these loosely coupled systems and data sets. The charity chose m-hance’s NfP 365 Enterprise solution to meet its requirements. NfP 365 Enterprise is built on Microsoft Dynamics 365 Customer Engagement and tailored specifically to the needs of the charity sector.

Tory Cassie, NfP Business Development says “We are delighted to have been selected by The Children’s Society for this exciting CRM project. NfP 365 Enterprise is a fantastic solution for charities as it is specifically tailored to address many of the unique challenges faced by the sector. Within m-hance we have a very capable team working on the project who have a wealth of experience of delivering Microsoft solutions to charities. We are very much looking forward to continuing to work closely with The Children’s Society to deliver this project.”

Once deployed, the solution will provide a “single view of the truth” – removing disconnected systems and spreadsheets and bringing every user on board with new ways of working. This includes all supporters, beneficiaries, donors, volunteers, event attendees and everyone with whom the charity has any level of supporter relationship with. It will provide flexible and easy integration to any system; this will require a comprehensive Application Programming Interface (API) to integrate every engagement system, including the website, emails, campaigns, surveys, finances, direct debits, post-codes, telephones and apps.

NfP 365 Enterprise will save staff time with automation and workflow. By using modern rule-based automation, the charity estimates it will save staff time in many roles. For example, in the event booking processes, supporter application processes, renewals processes and debt chasing processes will be automated. Plus, everyone will be working within the same system instead of in silos. The solution will also empower users with data, providing insights into their own area, with targeted communications and the ability to cross-sell. Management will also be empowered with data – giving them insights into “what is working and what is not” and to support the formulation and execution of the charity’s Supporter Engagement strategy.

Cyrus Bulsara, eCRM Product Owner from The Children’s Society said: “Creating clear and tailored communications plays a vital role in ensuring our supporters are engaged and believe in what we do. We are excited about how this new partnership will enable us to deepen our understanding of their support and in turn drive engagement so we can help even more vulnerable children and young people. We were very impressed by m-hance, they came across as very knowledgeable, focused and professional. We are confident we will be able to work in partnership to deliver the changes we are looking for.”

If you’d like to find out more about NfP 365 please visit

About m-hance

m-hance is a leading Microsoft Gold Partner and a leading supplier of Microsoft Dynamics 365 to the not-for-profit sector. With over 20 years’ experience, m-hance has helped charities such as Oxfam Ireland, Christian Aid, Solent Mind and the Irish Cancer Society optimise their fundraising campaigns and improve their marketing efforts through Microsoft Dynamics solutions.

About The Children’s Society

The Children’s Society is a national charity that works with the most vulnerable children and young people in Britain today. We listen. We support. We act. Because no child should feel alone.