crm solution to support income & engagement - clic sargent€¦ · project plan &...

CLICSARGENT.ORG.UK

INVITATION TOTENDER

CRM SOLUTION TO SUPPORTINCOME & ENGAGEMENT

BUSINESS &SYSTEM

REQUIREMENTS

Income & Engagement CRM Solution – Invitation to Tender

Contents

Purpose .............................................................................................................................................. 3

Terms & Conditions ............................................................................................................................ 4

CLIC Sargent ...................................................................................................................................... 6

Business Requirements ...................................................................................................................... 7

CLIC Sargent’s Income and Engagement (I&E) Teams ...................................................................... 8

User accounts and record numbers .................................................................................................. 12

Summary of Technical and Functional Requirements ....................................................................... 12

GDPR Terms .................................................................................................................................... 16

Pricing & Payment ............................................................................................................................ 16

Glossary of Terms ............................................................................................................................. 17

Sample Process ................................................................................................................................ 19

How to Code Online Donations (summary) ............................................................................... 19


Purpose This Invitation to Tender (ITT) sets out the information required by suppliers to successfully propose

and price a solution for a Customer Relationship Management (CRM) solution to support Income

Generation and Engagement at CLIC Sargent.

CLIC Sargent is looking to replace its current Fundraising CRM system with a solution which has

been developed to support income and engagement activities. We are looking to procure a Customer

Relationship Management solution which will best meet our specific business needs.

CLIC Sargent will assess the suitability of potential suppliers of the Income and Engagement CRM

under the following criteria:

• Approach & methodology

• Experience

• Capability

• Organisational and financial standing

• Functionality

• Price

• Support & maintenance

Please see below for an indicative timetable:

Task Deadline Issue ITT 3rd March

Deadline for supplier questions 16 - 20th March

CLIC Sargent’s response to supplier questions 3rd April

Tender return date Friday 17th April Suppliers contacted with outcome of shortlisting

process

4th May

Shortlisted suppliers to provide financial accounts 15th May

Shortlisted supplier demonstrations take place 9th and 10th June, London

Referee site visits take place August, depending on availability

Successful supplier notified 26th June


All suppliers notified and feedback provided Notified – Beginning of July

Feedback - End of July

Contract discussions and sign off August - September

Project plan & implementation commences October

Full Go-live October 2021

Terms & Conditions ITT Status

This ITT does not constitute an offer or commitment to enter into a supply contract. No contractual

rights in relation to CLIC Sargent will exist unless a formal written contract has been executed on

behalf of CLIC Sargent.

Any notification of preferred supplier status shall not give any enforceable rights by the tenderer.

Tender Submission Costs CLIC Sargent will not be liable for any costs incurred by tenderers in preparation and submission of

tenders and/or associated work effort (legal or otherwise) arising as a result of the request for this

tender irrespective of the outcome or conduct of the competitive process.

Tender Responses All questions should be answered using the Supplier Pack provided, in the same order. Any

supporting documentation should be numbered.

Actual figures should be provided for all financial, statistical or numerical information based upon the

company’s records.

Questions should be answered specifically for the company, not for the group if the company is part

of a group of companies.

Suppliers are to disclose if they intend to utilise any sub-contractor for the provision of any services

related to this tender response.


References will be requested from suppliers’ current clients and a site visit to an existing client will be

required from the preferred supplier. Missing information may have a critical influence in the selection

process.

Suppliers are requested to limit the volume of marketing materials supplied to that which is directly

relevant to the questions set out in the ITT.

Non-Disclosure Agreement (NDA) A mutual Non-Disclosure Agreement (NDA) document is included in the Supplier Response Pack.

Please complete it and return with your response.

Point of Contact: Ashley Ferguson, Supporter Engagement Coordinator

[email protected]

Ground Floor, No. 1 Farriers Yard, 77-85 Fulham Palace Road, London, W6 8JA

ITT Questions: Any questions related to the ITT requirements should be submitted via the CLIC Sargent ITT web

page https://www.clicsargent.org.uk/request-for-tender/ or by email to the point of contact at the

specified email address above.

Questions should be submitted between Monday 16th and Friday 20th March, with no further

questions after 17:00hrs on Friday 20th March.

Tender returns received after the closing date of Friday 17th April will not be considered and returned

to the supplier.

mailto:[email protected]

https://www.clicsargent.org.uk/request-for-tender/


CLIC Sargent

CLIC Sargent fights tirelessly to stop cancer destroying young lives.

We know everyone is different so we work hard to help when each child and young person needs it.

We shape our work around 6 core principles:

When the doctor says cancer

- “It’s like you’re in a bubble and you’re screaming but no-one hears.” From the moment of

diagnosis, we are there and ready to help families cope.

Cancer costs

- As if a cancer diagnosis isn’t enough, the financial impact of cancer can be devastating. We

work with young people and families to help them get vital financial support.

There’s no place like home

- Treatment is exhausting and often happens for months at a time, far away from home. We

help to reduce that burden by providing personal care and support at home, or arranging for

treatment to be given closer to home. We also have CLIC Sargent Homes from Homes close

to hospitals where families can stay during treatment, free of charge.

We help them thrive, not just survive

- Cancer shatters young cancer patients’ education, social lives and future prospects. We help

them get their lives back on track, both during and after treatment.

When a child dies

- Hearing your child isn’t going to get better is every parent’s worst nightmare. We help young

cancer patients and families prepare for death, if the unthinkable happens.

Making change happen

- Too often young cancer patients and their families don’t get the support they need from the

government. We listen to them, basing our research and campaigning on what they tell us to

ensure we make the right change happen.


Business Requirements To stop cancer destroying young lives, we know that we need to be exceptional in how we engage

with our donors, supporters and volunteers.

Over our five-year strategy, we aim to increase our net income position and become a sustainable

organisation without needing to rely on big windfalls.

Our model of fundraising focuses on building lasting engagement and great supporter experiences.

We have developed a supporter journey programme which aims:

• To fundamentally shift our communication and engagement with supporters, by developing

new and exciting experiences for our supporters and making changes to improve the way in

which we communicate throughout their journey with us.

• To improve retention, engagement and loyalty, in order to drive long term sustainable income.

We will achieve this by using insight to test and learn what and how to communicate with our

supporters and we will use our digital platforms to engage with our audiences digitally and automate

elements of the supporter journey and ensure that processes and operations are seamless and

effective.

To help achieve our mission, and to take us to the next stage of our journey, we are now looking to

procure a new CRM system to help us drive forward our fundraising and engagement activities to

deliver the following outcomes:

• The ability to work as one team across our portfolio of engagement and fundraising opportunities

to enable long term, cross cutting supporter journeys. This is important as we know that proximity

to our cause is a key motivator of support. Many people who engage with our charity, whether as

donors, fundraisers, volunteers or campaigners, have a personal connection to childhood cancer

or are the friends, families or contacts of someone who does. Therefore, we must be able to work

collaboratively across teams in the best interests of our supporters.

• Improvements in how we manage data across internal and external systems / platforms so that

we can efficiently process the data gathered from online giving and engagement platforms and as


we know that as it will enable us to reduce the volume of manual intervention required to process

data.

• Improvements in how we integrate with other systems as we are reaching out to younger, more

digital savvy audiences, whose initial and ongoing engagement will mainly be through online

sources, therefore the CRM’s integration with online giving and engagement platforms is key.

Integration with our finance system is also important, helping us to align and improve our

forecasting and budgeting process.

• To accurately measure and present the impact of our communications with supporters so that we

can understand what works. This insight will form the basis of decisions on how to deepen

supporter relationships and ensure that value increases over time. We can only do this if we

have the right tools and processes for our staff to capture data in intuitive and effective ways.

• To enable efficiency savings through the re-design of more efficient processes, through a

reduction of manual data processing between systems and through the delivery of automated

and intuitive methods of integration.

CLIC Sargent’s Income and Engagement (I&E) Teams Sports & Challenge Events

This team manages and promotes a portfolio of third party sporting events, from runs and treks to sky

dives and bike rides, through designing and developing stewardship plans for participants to give

them the best possible experience when they take on a sport challenge for CLIC Sargent. The team

works with supporters on a mass scale and run both automated and bespoke supporter journeys,

dependent on supporter need and potential value.

Regional Engagement

The regional engagement team is a field-based community fundraising and relationship management

team. They work across 5 geographic regions with 27 local fundraising areas. The team raises

income through supporter-led fundraising including volunteer groups and networks of individual

volunteers; events; regional corporate partnerships; groups and associations; schools and

universities; and individual in-aid of fundraising. The regional team works closely with CLIC Sargent’s

local service staff and some of the families that have received support from the charity.


Individual Giving and Legacies

The team acquires, retains and develops around 90% of CLIC Sargent’s supporters, working on a

mass scale to generate long term sustainable income. The team acquires new donors through face to

face fundraising, digital marketing and DRTV. Supporters are retained by delivering large multi-

channel campaigns and excellent supporter experiences that build lifelong relationships and drive

value over time through long term giving and ultimately gifts in Wills.

Philanthropy

The team is made up of three disciplines – Trusts, Major Donors and Special Events. The team seeks

programme funding through bespoke approaches. Often these donors are managed through a

network of canvassers both internal and external. They often restrict their funding, or may pledge

support over multiple years. The special events are split between stewardship events and fundraising

events.

Corporate Partnerships

The team works with companies to raise income through employee and customer fundraising. In

addition, working to create commercial opportunities such as cause related marketing. They work

closely with companies to raise awareness of the charity and support the business’ CSR policy.

Supporter Development

The teams’ function is to provide strategic plans, support and enable teams within Supporter

Engagement to deliver their income targets. They manage four regional growth programmes (in aid

of, regional partnerships, volunteers and groups) and manage the supporter journey and innovation

programmes. The team does not work directly with supporters, but instead produces mass

communications and utilises participation/supporter focus groups to support project work.

Central Supporter Engagement

The area consists of two teams, Supporter Engagement and Fundraising Events & Engagement.

These teams are CLIC Sargent’s customer service function delivering inbound and outbound

communication. The Central Supporter Engagement Function is also responsible for managing

fundraising feedback and complaints.

The Supporter Engagement Team’s primary purpose is to provide first point resolution or pro-actively

triage all inbound communications to the charity. The team are also responsible for outbound calling

activity to engage with new and existing supporters to positively impact future income.


The Fundraising Events and Engagement Team deliver excellent supporter experiences and

stewardship journeys via inbound and outbound communications to supporters taking on fundraising

activities for the charity.

Policy, Influencing & Voice

This team works to influence system change so it works better for children and young people with

cancer, particularly around reducing the costs of cancer. A crucial part of this is putting the voice of

children, young people and their families at the center, ensuring their voice is heard at the heart of

national, regional and local decisions about their care.

Media & Engagement

The team deliver all the press office, PR, social media channel management, celebrity and

internal communications for the charity. This includes gathering and developing stories from service

user families. They steward real life story families and young people and work alongside the services

teams to recruit and support them to take part in opportunities. The team also manages celebrity, high

profile and social media influencers creating stewardship plans and encouraging their engagement

with charity activities and campaigns.

Strategy and Insight

The Insight team are responsible for centralising, coordinating and creating BI and visualisation

content. Accessing databases from around CLIC Sargent, they use a variety of analytical tools to

provide on-demand and continual insight into the charities operations and impact. They also manage

mass-communication selections.

Operations

The Operations team provides back office support to fundraising teams. They are responsible for

processing all fundraising and engagement data and income. Whilst not working directly with

supporters, the Operations team administer the workflows and information streams required by

fundraising teams to manage relationships and improve income generation.

Trading

The Trading team is responsible for managing all aspects of our retail operations from sourcing &

purchasing, through distribution & logistics and both high-street and online sales platforms. CLIC


Sargent’s chain of physical stores and multiple online sales channels are also strong promoters of the

charities’ brand and campaigns.

Volunteering

Any team in CLIC Sargent can engage volunteers in their work. The Volunteering Team supports

teams to do this effectively, safely and measure the impact of our 1000 volunteers.

Volunteer activity varies between teams, some support teams in the office through bespoke projects

or business as usual, pro bono and skilled support. Others run our shops, support our Home from

Homes and our regional fundraising. The Volunteering Team is a People support function and

requires a mixture of People and Supporter information.

User accounts and record numbers The following table provides an overview of our current user requirements:

Current CRM User Accounts User Types Account Nos

Active Staff 143 Volunteers 15

Total 158

Our analysis indicates that we will need licensing to accommodate a minimum of 150 users

recording to the CRM solution.

We process our data in accordance with GDPR, ensuring that records are anonymised / minimised as

required. It is our intention to use external storage for records such as these which are no longer “live”

and therefore used for analytical purposes, however we would like your response to include a costing

for up to 425,000 inactive records.

We predict that we will migrate between 600,000 – to 750,000 live records to a new CRM.

Summary of Technical and Functional Requirements Category Requirement

Hosting The system hosting is managed by the supplier and supplied as a SaaS:

• In-line with GDPR and other data-management legislation • All hosting hardware and software updates included • Available 24/h day, 7 days/ week, 52 weeks/year • CRM updates included • Accessible via PC and mobile devices, including offline usability

Integration Some form of integration is required with the following systems:

• SUN, financial system • A WordPress website • Microsoft Office 365 • Payment processing platforms (Stripe, Artez, Just Giving, Payroll

Giving, Work for Good, Facebook Giving etc • Iizuka, Case Manager, Case Management System • Dotmailer, mass mailing system • First Class, Legacies system


• Fast Stats, analytics suite • Primo Events, events sign up platform • Kudos, EPOS system • Capability to integrate with other 3 parties for direct data import • Snowflake, data warehouse • Customer Service system (such as Zendesk) • Integration with online petition apps for campaigning

Data Imports Provision of tools to enable the following:

• Import of data from 3rd party systems • Import facility to include configurable data options and to manage

data issues associated with imports and multiple data sets

Data Management Tools which enable effective data management including:

• Mass data cleansing • Postcode checker • Duplicate checker • Data export • Bulk record management • User defined custom fields • Data validation/autocomplete • Role based security • System reference data

Record management Minimum record management to include:

• Personal & sensitive data • Communications contacts • Classifications/segmentation • Source • Legacy pipeline management • Status • Consent • Financial transaction history

Each record to enable:

• A configurable dashboard view • Storing of complete history • Relationship management • User defined views • Role based security • Track and scoring of supporter journeys by profile, engagement

types, recommended actions with analysis/reporting • Management of corporate relationships • Recording of full communication & interaction activity & history


• Recording of different supporter types and campaigns

Donation Management Management & recording of donations to include:

• Complex financial processing • Regular giving • Direct debits • Gift Aid including HMRC submissions • Pledges • Staggered payments • Unsecured income with pipeline conversion tracking • Automated and configurable workflows • Restricted fund donations • Soft credits • VAT management • Gifts in Kind • Batch entry of revenue • Import of retail income • Flexible multi levelled income coding including ability to split

income across multiple codes • Donation, campaigns, appeal etc. Recording by hierarchal structure • Income forecasting tools • Tracking of all income by target/forecasts/team etc. • Track of physical good donations • Recording of supporter retail history • Collection can income • Integrated set of financial reports

Prospect Management Full prospect management including:

• Prospect type • Hot/cold lead prospecting • Automated and customisable workflows • Proposal management with payments, link to campaigns/appeals

and linking of gifts across funds • Complete reports and dashboards

Event Management Management of all events to include:

• Stewardship • Event details • Expenses and cost tracking • Participants and attendance history • Event related donations • Customisable workflows & reports

Volunteer Management End to end process management to include:

• Prospect and sign-ups


• Integration with website web forms • Recording of volunteer details • Ability to assign volunteers, record & track availability & hours

worked

Query and Reporting There should be a set of pre-defined standard reports & customisable KPI’s:

• Expecting and secured income • Gift Aid • Volunteers • Campaigns, events, appeals • Demographics and statistics

Which meet the following criteria:

• The use of multi-format export options • Selection of export location • Configurable report builder • Scheduled reports • Option to access SQL/Oracle tables

Communications Ability to record all forms of communication with:

• A bulk email solution • Automated and customisable workflows • Selections management tool • The storing of documents which are available in email & print form • Integration with Office for mail merge, email recording & calendar

tasks

Data Protection The ability to meet the requirements of the GDPR legislation including:

• Consents and preferences • Communication suppressions • Ability to respond to SAR’s & RTP requests • Ability to anonymise and delete records (individually & in bulk)

Security Features to enable the security of access including:

• Windows Single sign-on & Azure MFA • Automated log-out after period of inactivity • Restriction to HTTPS connections • Configuration of user profiles


GDPR Terms We would expect to the following terms, as a minimum to be included within the contract for this CRM

solution.

The supplier agrees:

• To comply with all applicable requirements of the Data Protection Legislation and that their staff

will also comply. • To have in place appropriate technical and organisational measures to protect against

unauthorised or unlawful processing of personal data and against accidental loss or destruction

of, or damage to, personal data. • To not transfer any personal data received from the Data Discloser outside the EEA unless they

ensure that (i) the transfer is to a country approved by the European Commission as providing

adequate protection; (ii) there are appropriate safeguards in place; or (iii) one of the derogations

for specific situations in Article 49 GDPR applies to the transfer. • To notify CLIC Sargent without undue delay on becoming aware of any breach of the Data

Protection Legislation.

• At the written direction of CLIC Sargent, delete or return all personal data and copies to the

discloser on termination of the agreement unless required by law to store the personal data.

Pricing & Payment The total value of the contract is up to £250,000 for the purchase, implementation, data migration and

first year’s costs, however we would welcome the opportunity to commit to a 3 year contract term

should the supplier demonstrate a financial benefit to doing so.

All tender submissions must include a completed pricing schedule and tenderers are required to say

how much they will charge and will be scored on this. Please state clearly when submitting prices

whether VAT will be charged.

All costs must be submitted in Pound Sterling with all invoicing and payments also being paid in

Pound Sterling.

Tenders must confirm that all prices quoted in the tender will remain valid for 6 months commencing

from the closing date for the receipt of tenders.

Glossary of Terms

TERM

DEFINITION

EXAMPLE

Supporter

A term used to describe an individual who supports our cause, could be through volunteering, campaigning, influencing etc.

Signing our campaigning petitions

Donor

An individual who has given a financial donation to our cause

A one-off donation or a regular gift

Income generation

Income CLIC Sargent receives from events, regional activities, individual giving, legacies, corporates, major donors and trusts.

Engagement

A long-term relationship where multiple financial and non-financial actions occur.

An individual who has been giving a direct debit for 4 years, who has recently taken part in a challenge event and signed our cancer costs petition.

Volunteers

An individual who helps CLIC Sargent on an on-behalf of basis and is not paid for their time.

Someone who works at one of our charity shops.

In Aid of (fundraiser) A supporter who organises their own fundraising activity in aid of CLIC Sargent

A member of the public who organises a bake sale

Campaigners

An individual who campaigns for our cause

Signing one of our petitions or campaigns.

Customers

An individual who has brought items from our online shop, printed catalogue or charity


shops.

Influencers

An individual with a network of contacts to where CLIC Sargent could be promoted

Supporter journeys

A series of communications and interactions with supporters or donors with the aim of increasing their engagement.

Supporter Experience The complete experience our supporters have when interacting with CLIC Sargent.. Our aim is to increase their understanding and engagement of CLIC Sargent, to develop lifelong relationships that are mutually beneficial.


Sample Process How to Code Online Donations (summary)

Purpose of Online Donations process

The purpose of this process is to process income and data acquired through our website and add the

information to our CRM.

Who is involved?

End to end this process involves an Operations team administrator, and either an Operations team

leader or manager. In parts it also involves the Finance team, when moving income received is

required.

Time taken End to End

This process is not scalable, and so currently the time taken is contingent on the number of lines in

the file. At peak times, it can take 2 to 3 hours per day.

Overview of the process

Contact Import

1. Perform standard data quality checks.

• Personal details are correctly formatted

• No commas or apostrophes or other special characters are present in the import file.

• Check for duplicates

• Does the supporter have a title?

• Add default address to the file for all blank address contacts.

• Check that no supporters have ticked Y for Gift Aid without providing an address.

2. Run a test import to check for duplicate records. Mark up the file with relevant contact

numbers from the test log.

3. Manually code each line of income using the agreed rules. Each line of income requires an

income code, a product code (defining if gift aid is claimable) and a restriction code if

applicable.

4. Manually create any contacts on the CRM that were incorrectly identified as duplicate

contacts. Remove them from the import file and then perform a Contact import of the

remaining contacts into the CRM.

5. Import the Gift Aid data into the CRM

6. Correct the errors to ownership group created by the Gift Aid import


7. Perform the non-tax payer import into the CRM

8. Perform 4 separate imports for the relevant consent preferences.

9. Perform an import for the relevant supporter or service user categories.

10. Repeat the above steps for any organisations in the file, ensuring that relevant relationships

and positions are created via the import.

Payment import

1. Create a payment import file using the relevant template

2. Reconcile the payment data received from the website with the payment data from Paypal or

stripe (depending on how the payment is being received)

3. Add the charges breakdown to the relevant financial reconciliation spreadsheet

4. Verify the number of transactions and the total before import.

5. Import the payments onto the CRM

6. If there are any refunds made at a later point you will need to make a reversal on the CRM. If

there are refunds at the point of reconciliation, exclude them from your import.

Batch Posting

1. When all income is showing in the bank account for a relevant batch, a supervisor should

check the batch and post the income to CARE.

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