Xperience helps Gloucestershire’s oldest charity increase productivity with Microsoft Dynamics CRM

Key Contact(s): Steve Martin - General Manager
Partner(s): Microsoft

Naturally, we went with Xperience as they translated our needs in a non-IT manner and we liked the personable way in which they approached the project

-Steve Martin, General Manager

Insights Gloucestershire Case Study

Formed in 1858, Insight Gloucestershire is a registered charity dedicated to supporting sight impaired and blind people throughout the county.

With five offices around the area, and more than 3,500 clients on their database, the main challenge is to record, access and update client information in order to provide responsive and efficient client service.

Insight Gloucestershire tasked Xperience to recommend a new system which would allow for a growth in client numbers and differing client needs, whilst being easy to access remotely across the five offices.

The Challenge

The main challenge was to record, access and update client information in order to provide responsive and efficient client service. All client information was held on a bespoke Access database, which had become increasingly problematic. Staff could not use the database remotely or add new client information when off-site. They regularly experienced problems with connectivity to other systems and technical help was required for even the most basic maintenance and update.

Insight had no in-house IT support, so ease of maintenance was an important factor. Sensitive data from the old system needed to be migrated to a new system, with minimal disruption to the charity. The process for the matching of volunteers with clients was difficult and inefficient.

The Solution

Xperience realised that a more modern and robust database solution was essential if Insight Gloucestershire were to improve their service and manage growth and recommended that Insight Gloucestershire should install Microsoft Dynamics 365 CRM.

As a registered charity, Insight Gloucestershire were able to benefit from Microsoft’s special charity pricing plan, giving them a substantial saving.


Microsoft Dynamics CRM enabled the integration of all the charity’s systems, business and customer information into a single system, accessible to all staff, from any location. The charity is now able to access and update client data quickly and easily from any location and to track and plan client activity.

Microsoft Dynamics integrates easily with Microsoft Office, so mail merges and newsletters can be generated to keep clients up to date. The installation of Microsoft Dynamics CRM has increased productivity and efficiency for Insight Gloucestershire, enabling client data to be accessed, added and updated in real time, from any of the charity’s offices.

One of the many additional useful features is the ability to follow up calls automatically when needed, without the need to use a diary or set up another reminder system. Customer service has improved too, as all the information needed when speaking to a client is available and up-to-date for all employees, all the time.

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