Browse features
Contacts
Managing large collections of contact information has never been easier, thanks to advanced algorithms you will be able to understand patterns of behaviour, use these patterns in your reports and campaigns to expand your reach or improve relationships.
AI driven identity detection
We use state-of-the-art technology to ensure that we have done everything we can to identify donors coming back via another channel and merge them for you.
Manage audiences (segments)
Group contacts into automatically maintained audience groups based on various filters. Filters include behavioural patterns such as `frequent caller` or `not reading emails`, as well as appeals they have donated to, types of campaigns they have interacted with or amounts they pledged. Audiences can be used in reports & campaigns.
Gift Aid
Every contact can have multiple Gift Aid declaration attached, we track how they changed over time and reflect that in Gift Aid claims.
Individual payments of regular donors have their own Gift Aid status in line with contact declaration from the time that payment was taken, so you will never loose out on Gift Aid again.
Automatic categorisation
Every contact is automatically labeled with multiple of our 50+ possible categories for ease of data segmentation. Example categories: `cancelled regular payment`, `made donation this year`, `sponsored an orphan`, `raised a problem`, `called in this month`, `responded to SMS campaign` and many many more. We do all the hard work for you, so you can run reports or campaigns on very specific subset of contacts.
Automatic geolocation
As soon as a contact record is created, we use external services to validate the address and extend the geographic description with filters such as region, county or distance using latitude and longitude.
GDPR / marketing preferences
Every constituent has a set of marketing preferences attached which impacts the suggested ways to communicate with them.
Data migration
Import your historical data to build a properly normalised and categorised database of contacts in minutes.
Communication
Manage incoming and outgoing communication with your contacts, keep them up to date with the projects they are interested in. Entire history of communication with a particular contact is available within their profile's timeline.
Communication presets
Set up templates for text messages, emails and letters, upload conversation scripts to better control organisation's tone of voice and message.
Onboarding management
Automate the process of onboarding for new donors or members, send personalised print materials or welcome pack emails, schedule initial calls and more!
Enquiries
Manage incoming enquiries in one place, connect a donor support email address and automatically route incoming emails to existing contacts. You can also connect your enquiries section with an external contact form.
Timeline View
Instantly access entire communication string with a contact in their profile. Emails and SMS messages show status of delivery so you will know if a particular message was read.
Send emails, sms and post letters
Contact profile allows you to quickly send a text message or an email, schedule, make or log a phone call which will appear in timeline view just like having a chat.
Communication Triggers
Set up an automatic trigger to message your contact when a particular event occurs, ie. send payment confirmation when payment is received, schedule a call when a regular donation is canceled, notify when a project funded with their donation has been completed etc.
Appeals & Funds
Ever wondered which appeals exactly generated the money in your fund? Or which price points are the most popular options? With fund multi layer routing and advanced appeal options you can easily understand what works for you and what does not.
Price points
You can utilise this function to represent a fixed price donation on an appeal. Price point selected by the donor is then pushed to fund allocation against a pledge record and can be further used in reports or even linked to a specific project.
Regular payments
Regular payments are your indefinite subscription like payments. You can define your own payment types like monthly, weekly, fortnightly or annual. Upon pledge confirmation - payment schedule will get generated automatically, yet you still have an option to amend it manually if you need to.
Scheduled payments
With this module you are able to allow your donors to ie split their pledge over 10 days or introduce a `pay every Friday` type of payment plans to your appeals.
You decide which days exactly to take a proportion, percentage or a fixed amount against a pledge.
User input
Allow your donors to have their say when they select a particular appeal or even a price point. This function can be used to let donor say why they donate or if they donate on behalf of someone else or perhaps what message they'd like to pass to the receiver of their donation.
Multi currency
Appeals price points fully support multiple currencies.
It's up to you if you'd like a specific price to be automatically converted at the time of the donation or if you prefer a fixed predefined price in a specific currency.
Every transaction stores currency exchange rate at the time when the payment was taken, so your financial reports are very accurate.
Fund routing
Single appeal has a potential to route to multiple funds depending on donor's choices of donation type & country. Use funds to collect money for a set of projects. You will be able to generate reports for all funds, appeals and projects separately to understand the flow exactly.
Multi country appeals
If you have an appeal for project run in multiple countries, you can utilise this function to allow your donors to decide which country they would like to support. Further more, CRM will use that information as a guide when allocating an amount from fund to project.
Donation types
Not all donations are the same, not all should be treated the same way. You can define your own types of donations, which based on our experience is very useful and often missing in software used by charities.
Pledges & Donations
Understand how your fundraising performs with data visualisation and multi level filtering. Income forecasting works out your donor commitments and considers income trends to give you surprisingly accurate picture of where you are headed. Connect with multiple data sources, manage and understand your donors from one place.
Fund Allocation
Once a pledge is created - depending on donor's choices - fund allocations are attached to the pledge. Each allocation keeps its own record of all financial operations (total paid, individual payments, refunds), fund routing and appeal that was used to create it. This enables you to create very detailed and accurate reports on your allocations.
Online terminal
Donation entry point was never easier than this, no seriously. Brilliant & instant search will help you find just the contact you are looking for. Most relevant appeals are always at hand, presented in a form of an interactive modern widget. Pay now, save card or bank details or email payment link directly to the donor. Edit existing pledges, modify fund allocations, issue refunds, make overpayments and change payment schedules.
Donation sources
Every contact and pledge have a record of where they came from, which then you can use in reporting and automatic triggers.
Update payment methods
Donor calls in to switch to another account or card? Not a problem, you can update payment methods in a couple of clicks and the payments will continue from the new source.
Data migration
Import your historical transactions to populate database of contacts, donations, fund allocations and even appeals. Very detailed and flexible migration manager enables you to import and almost instantly analyse data created using another system.
Reporting
Various interactive reports can be created to highlight the performance of your channels, campaigns, appeals, funds, projects.
Income forecasting
Forecasting is based on your historical transactions as well as on currently scheduled future payments ie. subscriptions or regular giving. Take a peak into the future to better understand the position your are in currently.
Data visualisation
Every report is interactive and lets you adjust filters, set a timeline, see median value as well as total value and count of matching records. Most of the results can be presented as a set of nifty charts.
Reconciliation
Income management interface gives you all the tools to reconcile with confidence. Generate income reports, export to Excel, create Gift Aid claims, open problem cases, issue refunds directly from GOODWILL.
Dashboards & Reports
Fully customisable dashboards give you all the tools you need to design a perfect view of the information you are after every time you log in. Build dashboards yourself or choose from multitude of predefined dashboards. You will be amazed what information you can extract into reports. By the way reports can be downloaded as a pdf and presented in a format of an easy to understand document.
Manageable dashboards
You will find a good selection of interactive and fully customisable widgets which are like building bricks for your dashboards. You can set it up as an interactive desktop to see outstanding things for you to do, or a complete report on an area that particularly interests you. There is no limit to the number of dashboards you can have and share with your team.
Financial report
Understanding of where the income is coming from and how is it affected by various factors has never been easier. Switch timeframes, or adjust filters to see changes instantly.
Gift Aid report
Generate a periodical Gift Aid report for all relevant incomes in the timeframe, then use it to make a claim or install Automated Gift Aid module and we will submit it to gov.uk for you.
Constituent report
Understanding your contact base is a key to any marketing campaign. In addition to automatic segmentation categories we provide a manual tagging system, geolocation and a range of demographic factors.
Appeals performance
At a glance you will be able to assess how your appeals perform against each other on every channel and every campaign in a specific timeframe. This data is presented to you as an easy to read interactive report with a capacity to look at the same data from different angles instantly.
Campaigns performance
Not all campaigns are the same. With campaign performance report you are able to compare the effects of multiple campaigns and assess what works for you and what does not bring an expected outcome.
Fund allocation report
This interface let you analyse your transactional data via a prism of appeal to fund relationship. Identify most popular price points, countries and donation types. See what engages your donors the most, which funds receive most income from specific payment types and through which appeals.
Campaigns
Campaigns will let you run various kinds of marketing ventures and track their results. Our platform is capable of sending thousands of messages per second and analysing the responses to them in live mode or if you prefer - as a summary report.
Use data segments
Most campaign types will let you create a list of contacts that should receive your message.
You can do that by combining and subtracting manageable audiences (contact segments). We will check their capacity and preference to receive the type of message you are planning to send and generate a complete list of receivers for you.
Tracking
When you work on the message in campaign manager, it will help you to include an automatically generated individual link which then is used to track responses and link any transactions that took place in the same session with this campaign.
Live view
Once you sent your message via campaign manager, you will gain access to the live view of the campaign where you can see live feed of people responding to your message. This is extremely helpful in understanding how your campaign performs.
SMS and email campaigns
We offer integrations into a number of email sending services (MS Exchange, Mailgun, Send Grid, Mailchimp etc) as well as SMS Gateway providers. Most of these enable us to track if message was received and read, this information is available almost instantly in live view and campaign report.
Corporate website campaign
We can even track campaigns local to your corporate website, in example a CTA banner on the homepage or a special landing page.
Phone solicitation campaigns
Instead of sending a direct message, you can use Call Centre module to create a workflow specific to your campaign and push contacts from receivers list to it. (ie. to say thank you, advertise new appeal, increase monthly spent or reconsider cancellation)
Live appeals
TV, print media or radio campaigns can also be tracked. Although we are not able to work out how many people have seen the marketing material, we can see how many came to the website or called in because of it.
Door-to-door and street collections
At the moment, we support this type of campaigns at a basic level. You will be able to import or enter manually data coming from these collections and link them with a campaign.
Adwords campaigns
Running a Google Adwords campaign? We can track the results for you and attribute transactions and new contacts that came through this campaign so you better understand effectiveness of it.
Enhanced Website
This module enables you to enhance an existing website of any kind with additional features (ie donations, appeals) that link directly to GOODWILL CRM. There is no need for coding experience, we provide simple instructions guiding you how to include our script. Installation is very similar to placing google analytics script on your website.
Appeals landing page
If you only have a handful of appeals, you can introduce an appeals page listing them all. Once an appeal is clicked, it transitions into an interactive donation widget.
An example of what this looks like can be found here
Appeal donation widget
This is the most crucial feature, allowing you to present your appeal in an interactive and easy to use form.
Depending on how your appeal is set up, it will include various payment options, price points and/or manual donation amount, country selection, user input, sponsorships profiles and most importantly donate button.
An example of what this looks like can be found here
Cart & Checkout
If you decide to place multiple appeals via Enhanced Website module, cart functionality will automatically kick in. Checkout process on the face of it is as simplistic as it possibly can, yet still includes marketing preferences, proper validation, upsells (ie. admin fee) and Gift Aid declaration.
An example of what this looks like can be found here
Custom styling
Enhanced website module does offer customisation options for the way widgets/forms/checkout are presented on your website.
Even without front-end experience, you'll be able to follow your brand guidelines and make our plugin look seamless on your website.
Contact form
Place contact form on your website, which links directly with GOODWILL enquiries section. We will attempt to match contact submissions with a contact in your database and enquiry will go through a process you can manage in automated triggers section.
Sponsorship landing page
Present an interactive list of your sponsorship profiles, which can be filtered and sorted by your donors.
Volunteer registration
Publish a volunteer form on your website, which is linked with volunteer processes on the CRM.
Call Centre
Create multiple call centre workflows and optimise conversion rate with conversation scripts. Whether it's a part of onboarding process or a marketing campaign, you can define a workflow that illustrates the process exactly.
Track live progress of your consultancy team, understand the responses they are getting from the calls and adjust the flow to maximise success rate.
Marketing campaigns
Use custom workflows on phone solicitation marketing campaigns. You can either select and existing audience or import a list of prospecting contacts and use that data instead.
Periodical calls
To maintain a great relationship with your donors or members, you can set up automated flows that will select contacts automatically after certain time from creating a record or when a defined total donated value is exceeded.
Conversation scripts
Upload conversation scripts which will guide your consultants through a conversation relevant to the flow. This can be very helpful with maintaining brand image and ensuring quality of the call was up to your expected standard.
Kanban view
We illustrate workflows with a very intuitive to use kanban interface where each column represents a separate stage of the workflow. Actions & transitions in each stage are manageable, but you can also use one of our pre-defined templates.
Reporting
At a glance you are able to assess progress level and success rate of the flow itself, as well as the performance of each individual consultant.
Call scheduling
On contact profile, you are able to schedule a call which follows a specific workflow / script. This call request is then picked up by a consultant working on this flow and the outcome of the conversation appears on the profile page.
