Customer Story: Framework

• Increased Gift Aid revenue, including a recent £23,000 boost, achieved with less manual work.
• Significant time savings by automating mass updates, reporting, and donor tracking.
• Improved data accuracy and cleanliness for more effective donor engagement.
• Enhanced confidence and independence of the team through training, consultancy, and support.
• Powerful analytics provide insight into regular giving and donor patterns.
• Flexibility and customisation allow the system to grow with the charity’s needs.
• Seamless integration with tools such as JustGiving for streamlined processes.

Raising more Gift Aid with less effort

One of the standout successes for Framework has been the extra £23,000 raised in Gift Aid—a process that previously would have required months of manual work. Caroline recalls:

"With Access, we were able to run reports that identified donors eligible for Gift Aid. Then, thanks to the CRM’s mass update function, we could update four years’ worth of records in the background. I remember doing this manually a few years ago—it took almost two months. This time, it was done seamlessly, saving a huge amount of admin time."

Not only did this increase donations, but it also allowed the team to focus on engaging donors and nurturing relationships. Access’s Flexpoints Gift Aid consultancy sessions, which provide tailored guidance and expert support, further supported Framework by identifying opportunities to re-engage donors. This is helping the three-year Building Better Futures campaign progress towards its full potential.

Efficiency and confidence in day-to-day operations

Framework’s team has seen substantial improvements in efficiency. Reporting, tracking donors, and preparing Gift Aid submissions have all become more streamlined. Caroline explains:

"Working with our CRM manager over the years, and using consultancy sessions, we’ve really harnessed the Analytics feature. It has helped us confidently own our donor data, spot patterns, and make better decisions."

The CRM’s features, such as groups, tagging, saved searches, and global updates, make even complex tasks like correcting mass spelling errors straightforward. This efficiency not only saves time but reduces errors, allowing the team to concentrate on delivering impact.

Boosting donor engagement and outcomes

With cleaner, more accurate data, Framework can engage donors more effectively. Segmenting donors into groups and categories ensures that communications are targeted, relevant, and personalised, contributing to higher donation rates.

"We now know exactly who to speak to and when. The analytics have been invaluable in spotting patterns in regular giving, and the insights we can present to the team help shape our fundraising strategy," Caroline shares.

Framework is still in the process of tracking lapsed donors more completely, but progress is being made, with Access Charity CRM helping guide their next steps.

Customer service that empowers teams

Access Customer Success support has been a game-changer. Framework benefits from a Premier Customer Success plan, which provides a dedicated Success Manager offering personalised guidance, expert advice, and exclusive insights to help them get the most from the software. Caroline notes:

"The support is quick, reliable, and proactive. If there is no direct way to complete a task, they find an alternative. That has been crucial for projects like Analytics, where reports were initially erroring."

Premier Customer Success Plans are more than support—they are a strategic partner. Whether learning, expanding, or optimising, Premier gives reassurance, expertise, and momentum to help charities succeed.

Transformative features and future plans

Framework values the system’s robustness and flexibility. Customisable reporting, analytics, and integrations, such as JustGiving, have transformed how the team works. Caroline highlights:

"The analytics data we have been able to present has really wowed the team. And seeing the extra Gift Aid generated has been incredibly satisfying."

Looking ahead, Framework plans to continue refining their use of Access Charity CRM, particularly analytics, to deepen insights into donor behaviour and further streamline reporting.

Why Framework recommends Access Charity CRM

"Access is user-friendly, flexible, and makes storing and managing all our donor data simple," Caroline concludes. "It saves time, reduces errors, and ensures we have the information we need to engage donors effectively. I would recommend it to any charity looking to maximise their impact.

About Access Charity software

With donor expectations at an all-time high, you need charity software that works as hard as you do. Access Charity CRM helps you attract, manage, and engage your donors and volunteers. Over 2,000 charities have already made the switch, collectively raising over £250 million using Access not-for-profit software.