Justgiving Reaches into the Cloud for Online Charity Support

Challenge

• At 7.4 million and counting, Justgiving’s users are the largest community of online charity supporters in the world.  Ten years after launch, the U.K.-based social enterprise has helped over 6,000 member charities raise £450 million, mostly through online fundraising pages.  Justgiving estimates that 30% of its donations would not have been made without the service. 
• Prior to using Salesforce.com, Justgiving was using an outmoded enterprise CRM system which was difficult to customize, hard to install, and which required intensive technical support  
• Justgiving’s customer services goals are to provide excellent service, giving customers all the information they need when they need it―either in a self-help or a supported environment

Solution

• Just Giving uses The Service Cloud to monitor the relationships with 6,000 charity clients
• The nonprofit chose salesforce.com based on the ease of implementation and the fact there’s no software to install―Justgiving simply needs a browser and a password, and they are productive 
• Justgiving has customized The Service Cloud to provide rich information around charity client accounts.   It provides a 360-degree, unified view on each customer, allowing Justgiving to provide a tailored, responsive, and personalized service

Results

• The flexibility of the Cloud model means the system can be quickly adapted and customized to suit the changing needs of the business.  Some custom objects are created in just seconds 
• On one occasion, the Justgiving offices were flooded; however, the team were still able to continue working seamlessly from remote locations via the browser
• One of the main advantages of Cloud Computing is that Justgiving doesn’t need to involve its IT teams: they can focus on running the website, while the CRM team manages Salesforce themselves
• Using The Service Cloud, Justgiving is able to create a tailored, self-service experience, giving customers more choice about their charity support