Top Challenges RMHC in Omaha Needed to Address:
- Switching to a more user-friendly donor management system that the team could use with greater confidence
- Finding a responsive CRM partner that valued the organization as more than just a financial customer
- Investing in a holistic nonprofit CRM that includes email marketing, automation, and online giving capabilities
The Decision to Move Away From a CRM That Limited Organizational Efficiency
Ronald McDonald House Charities (RMHC) in Omaha previously relied on a CRM system that, while impressive on paper, presented numerous inefficiencies and restrictions.
The biggest frustration was the platform’s lack of user-friendliness. Hunter Samuels, Director of Stewardship & Communications of RMHC in Omaha, and his team had to manage a complex system that was both challenging to learn and insufficient, requiring additional custom workarounds to track the data they needed. It was difficult for everyone to access the information they needed.
Additionally, customer service was extremely difficult to reach. They only contacted RMHC in Omaha to upsell them on new products or services rather than offer support.
โThe customer service was severely lacking. We didn’t have much communication with our rep at that organization, and it seemed like the only time that they would reach out was to try and sell us something.โ
Hunter Samuels, Director of Stewardship & Communications, RMHC in Omaha
Ultimately, the team felt the legacy CRM was too expensive considering its shortcomings, prompting RMHC in Omaha to seek a new, improved platform.
A Valued Partner There Every Step of the Way
As an organization that prides itself on being responsive to the needs of its families, RMHC in Omaha sought a CRM platform that shared this mindset. Virtuous, built on the principles of responsive fundraising, proved to be a strategic fit.
โFor any RMHC, knowing that their whole mission is serving families, the way that Virtuous does business is right in step with that, making sure that the nonprofit has the tools, the resources to continue serving, to continue growing, and to continue fulfilling that mission for many years down the road.โ
Hunter Samuels, Director of Stewardship & Communications, RMHC in Omaha
Virtuous provided a strong partnership and responsive customer service. Although migrating to a new platform can be challenging, RMHC in Omaha felt confident with Virtuous. The team had continuous support and always had someone to reach out to whenever they had questions.
In just four months, RMHC in Omaha successfully migrated to Virtuous, ensuring a smooth transition and uninterrupted support for its mission.
Data Optimizations That Led to Higher Donor Retention Rates Across the Board
Thanks to the accuracy and health of the data in Virtuous, RMHC in Omaha can create more personalized, responsive donor experiences, avoiding mistakes like treating long-time supporters as first-time donors.
Virtuous’ user-friendly interface empowered the entire teamโnot just Hunterโto access donor information and add notes about interactions. This collective effort helped build stronger relationships and ensured donors felt like VIPs.
โWe want every supporter to feel like the VIP that they truly are, and that’s what Virtuous does with their customers and partnersโฆ It was a strong, strategic fit for how we were looking to grow.โ
Hunter Samuels, Director of Stewardship & Communications, RMHC in Omaha
As a result, the team saw improvements in donor retention rates, both overall and for repeat donors, along with a 15% increase in average gift amount.
