The challenge
Cyclists Fighting Cancer (CFC) is a registered charity founded in 2005 by its CEO, Mike Grisenthwaite, after his own five-year battle with blood cancer. CFC helps children with cancer through activity and exercise.
CFC urgently needed a modern, secure and reliable system to support the charity's growth. Its existing systems hindered efficiency and customer service. The key challenges were:
- Managing service user applications. Patients needed a secure way to apply online. The team needed to manage a multi-stage application, the associated funding, bicycle stock and ordering, application progress, and emails with patients.
- Job scheduling. With four regional shops in Cheltenham, London, Manchester and Stratford upon Avon, scheduling bike builds and deliveries across teams was increasingly difficult.
- Collaboration. The existing systems could not manage tasks effectively. CFC needed to scale with better collaboration across teams.
- Email tracking. Teams could not see email communications, which made it hard to share updates or monitor interactions.
- Ease of use. Complex processes, such as multiple quote templates to handle currencies, needed simplifying.
- Security. CFC handles sensitive patient information and needed confidence that it is secure.
What we did
CFC partnered with CRM-UK to configure theCRM to the charity's needs.
- Application management. theCRM's website form functionality was used to build a multi-stage online application form. Each application links to all its emails, funding, bikes and other relevant information.
- Job scheduling. theCRM's Job Scheduler shows availability, so the team can schedule bike builds in CFC's workshops and deliveries across the UK.
- Collaborative email tracking. Built-in Office 365 integration tracks emails automatically and links them to relevant records, such as projects. Everyone can see the communications.
- Secure and reliable hosting. theCRM is hosted in CRM-UK's ISO27001-accredited, high-security data centre, giving CFC the uptime and availability it needs.
- Customer service. CRM-UK provides support by email and phone. Unlike CFC's previous provider, all support comes from experienced CRM specialists based in the UK.
theCRM lets CFC's teams manage tasks, set proactive activities and monitor progress in real time, so tasks are followed up and projects are delivered in a more organised way.
The results
CFC now has:
- A highly personalised system that makes it easy to manage applications, funding and bicycle stock.
- Job scheduling to manage team availability for workshop time and deliveries.
- Improved collaboration, with visibility across tasks, projects and communications.
- Streamlined workflows, with less duplication and time saved.
- Trusted, secure data to support confident decision-making.
theCRM has changed how CFC manages patient applications and gives the charity a platform for growth.
“theCRM helps us to collaborate better as a team. Applications, Bike information and Job Scheduling all in one place.”
Mike Grisenthwaite, CEO and Founder, Cyclists Fighting Cancer
