Customer Story: Make-A-Wish UK

At the heart of Make-A-Wish UK’s volunteer transformation are Liz Turner, Head of Community and Volunteering, and Georgina Sowerby, Volunteering Manager. Together, they lead a small but mighty team responsible for coordinating hundreds of volunteers across the UK.

Liz and Georgina know that every wish begins with a connection, and that connection often starts with a volunteer. But when Georgina joined in 2022, volunteer records were stored in spreadsheets. “It was difficult to manage training, find volunteers for events, or track impact,” she recalls. “We were using Salesforce alongside spreadsheets, but it wasn’t fit for purpose.”

Volunteers were being asked to navigate up to 11 different platforms just to complete a single task. “It was heartbreaking,” says Liz. “We were losing volunteers not because they didn’t care, but because the tech was too complicated.”

That’s when they turned to Access Assemble.

Salesforce Integration: A seamless volunteer journey

Make-A-Wish UK’s wider organisation uses Salesforce as its central CRM. But Salesforce wasn’t built for volunteer management. The team needed Assemble to work alongside it, not instead of it.

They embarked on a complex integration project, supported closely by Access. “It was unfamiliar territory,” says Liz. “We were doing something that hadn’t been done in this way before. But Access went above and beyond, working directly with our tech team and external developers to make it happen.”

Now, the integration enables:

• Wish Discovery tasks to be created in Salesforce and pushed directly into Assemble.
• Volunteers get tasks via the mobile app in seconds.
• Completed activities to automatically sync back into Salesforce, including hours logged and impact data.

“We wouldn’t have been able to do the integration without Access. Their support was detailed, responsive, and collaborative. It wasn’t just customer service, it was partnership.”

This integration has transformed how Make-A-Wish UK operates, enabling real-time coordination between staff, systems, and volunteers. It’s helped the charity scale its operations while keeping the volunteer experience simple and rewarding.

Recruitment made easy

Recruiting volunteers used to be slow and manual. Now, it’s fast, flexible, and scalable.

“We’re recruiting around 100 wish makers this quarter,” says Georgina. “We’ve had over 90 applications in just four weeks. That’s because Assemble makes it so easy for people to apply.”

The team can customise application forms for specific roles, promote them across channels, and track responses instantly. Whether it’s a gala event or a wish discovery, they can adapt quickly and get the right people in place.

“I don’t know how we’d do it without Assemble. It’s made mass recruitment possible.”

Even for high-profile events like the Art of Wishes Gala, the team received 40+ applications for event volunteers,  all managed seamlessly through Assemble.

A true one-stop shop

Before Assemble, volunteers had to navigate a maze of systems, from email and document hubs to separate platforms for training, scheduling and communications.

“We were sending volunteers to 11 different platforms,” says Liz. “It was overwhelming. They just wanted to help, but it felt too hard.”

That complexity was costing the charity more than time. It was costing them volunteers.

“It’s sad to think we could lose a volunteer just because of the software we use. Assemble has changed that.”

Now, everything lives in one place:

• Tasks and assignments
• Training and documents
• News and updates
• Events and communications

Volunteers log in multiple times a day, assign themselves to tasks, and access everything they need, without barriers.

Why Make-A-Wish UK values Assemble

For the team at Make-A-Wish UK, Assemble isn’t just a tool, it’s the backbone of their volunteer strategy.

Features that Make-A-Wish UK loves

• Mobile App Access – Volunteers can log in, view tasks, and self-assign instantly.
• Automated Referencing – Saves hours during recruitment.
• Radius Search – Quickly identifies volunteers near a wish location.
• Customised Role Applications – Tailors onboarding for specific events.
• Document Hub & News Feed – Centralised access to everything volunteers need.
• Event Management – Online events promoted and managed in-app.
• Volunteer-Led Hour Tracking – Captures admin time and contributions.
• Skills & Interests Reporting – Matches volunteers to specialist roles.
• Engagement Insights – Tracks logins, article views, and downloads.
• Single Sign-On (SSO) – Easy access with fewer tech issues.

Why volunteers love Assemble

For volunteers, Assemble has removed barriers and made it easier to do what they signed up for, helping children. The app is intuitive, fast, and reliable. Volunteers can:

• Apply for roles easily
• Assign themselves to tasks in seconds
• Access everything they need in one place
• Track their own hours and contributions
• Stay informed and connected

“We used to get constant tech tickets,” Liz notes. “Now, inquiries are next to nothing. It’s seamless.”
Even new volunteers, many in their 20s to 40s, expect an app-based experience. Assemble delivers that, helping Make-A-Wish UK recruit faster and retain more volunteers.

Scaling for the future

With nearly 1400 wish discoveries this year alone, the team is confident Assemble will help them scale. “We’re a small team, but we have hundreds of volunteers,” Liz says. “Without Assemble, I don’t know how we’d manage.”

The system has enabled mass recruitment, streamlined onboarding, and real-time task coordination. It’s helped Make-A-Wish UK build a connected, empowered volunteer community, ready to deliver joy to every eligible child.

Why Make-A-Wish UK recommends Access Assemble

“Volunteering in the UK is in decline. If someone gives you their time, make sure it’s spent doing what they signed up for. Assemble helps us do that. It connects volunteers with our wish families and events quickly and meaningfully.” — Liz Turner

“It’s a one-stop shop. From recruitment to activities, everything lives in one place. It makes life easier — for us and for our volunteers.” — Georgina Sowerby

“Your volunteers will thank you for investing in Assemble.” — Liz Turner

Discover how Assemble can transform your volunteer programme

Access Assemble is designed specifically for charities and non-profits to simplify volunteer management, streamline recruitment, and boost engagement. Whether you're coordinating hundreds of volunteers or just starting out, Assemble helps you do more with less, so your team can focus on impact, not admin.