How do I choose the right charity CRM & payment gateway?

For charities and not-for-profit organisations, selecting a Customer Relationship Management (CRM) system is a critical decision. The right CRM can transform how you manage donor relationships, events, and campaigns. However, a poor choice, or one made without consulting the right experts, can lead to integration challenges, inefficiencies and frustration.

At Tictoc, we understand how complicated choosing a CRM can be, especially when factoring in integration with your website and payment gateway. Here’s everything you need to consider before making that decision, ensuring you choose a system that works seamlessly for your charity.

Why CRM integration with your website matters

A charity’s website is often its hub for donations, event registrations and volunteer sign-ups. If your CRM doesn’t integrate smoothly with your website you’ll face significant manual administration. A well-integrated CRM enables:

• Real-time data - Information captured on your website, such as donations or event bookings, automatically syncs into your CRM
• Enhanced donor experience - Donors expect a seamless user journey, integration eliminates the need for them to re-enter details across multiple forms
• Improved reporting and insights - Integrated systems provide a complete view of donor behaviour with end to end user journey and conversion tracking, helping you tailor campaigns and improve fundraising efforts

Failing to integrate can lead to manual data entry, errors, and missed opportunities. Worse still, you could alienate your supporters with clunky, disjointed user experiences.

Embedded CRM forms vs website forms. Which is best?

When it comes to collecting information on your website, you generally have two options:

1. Embedded CRM forms - These forms are created directly in your CRM and embedded into your website.
2. Website forms with CRM integration - These forms are built on your website and push data into your CRM via an integration.

While embedded forms are easy to set up, they often lack customisation options, resulting in a user experience (UX) that feels inconsistent with your website’s design. On the other hand, website forms with full CRM integration offer significant advantages:

• Seamless UX - Custom designed website forms match your branding, creating a smooth experience for users
• Flexible functionality - Website forms can handle complex tasks, like combining multiple transactions into one (e.g., booking an event and making a donation in one go)
• Enhanced analytics - Website forms allow for better tracking through tools like Google Analytics, giving you valuable insights into user behaviour

At Tictoc, we strongly recommend website forms with full integration. They deliver the best of both worlds: the flexibility of website design and the efficiency of a well-connected CRM.

The challenges of changing your CRM

Switching to a new CRM can feel like a daunting process, but sticking with an outdated or unsuitable system can hinder your growth. 

Common challenges include:

• Data migration - Moving donor data, historical transactions, and campaign information from one CRM to another can be complex and time-consuming
• Staff training - Your team will need time to learn the new system, which may temporarily impact productivity
• Integration updates - If you have an existing website or payment gateway, you’ll need to ensure the new CRM is compatible

Despite these hurdles, the long-term benefits of upgrading your CRM (such as improved efficiency, better donor engagement and streamlined processes) are well worth the effort. Partnering with a digital agency like Tictoc can help you navigate these challenges and ensure a smooth transition.

The best process for selecting a charity CRM

Selecting the right CRM is not a decision to rush., here’s the process we recommend:

1. Assess your needs - What do you want the CRM to achieve? Consider donor management, event booking, automated email campaigns and payment tracking
2. Consult your digital agency - Your digital agency will understand how the CRM needs to interact with your website and payment gateway. Their insights can save you time and money
3. Evaluate integration capabilities - Ensure the CRM can integrate seamlessly with your existing systems. Look for APIs (Application Programming Interfaces) that support data sharing
4. Compare user experience - Consider how easy the CRM will be for your team to use. A complicated interface can lead to resistance and underutilisation
5. Request demos - Test the CRM with your team to identify any potential challenges early on
6. Plan for migration - Work with your agency to create a migration plan that minimises downtime and ensures data integrity.

This thorough process ensures you choose a CRM that meets your needs both now and in the future.

The importance of consulting your digital agency

Your digital agency plays a vital role in the CRM selection process, here’s why their input is invaluable:

• Technical expertise - They understand the technical requirements for integrating the CRM with your website and payment gateway
• UX design knowledge - They can help ensure the user experience is smooth and aligned with your branding
• Long term strategy - Your agency can advise on scalability, ensuring the CRM you choose will grow with your charity

At Tictoc, we’ve worked with numerous charities to help them navigate CRM challenges, from choosing the right system to ensuring flawless integration with their websites. We know what works, and what doesn’t.

Get it right the first time

Choosing the right CRM is a significant decision that will impact your charity’s operations, donor relationships, and fundraising success. By focusing on integration, prioritising seamless UX, and consulting your digital agency, you can avoid common pitfalls and set your charity up for success.

If you’re considering a new CRM or need advice on integrating your existing system, get in touch with Tictoc. We specialise in helping charities and not-for-profits optimise their digital presence, from CRMs to websites and beyond. Let us help you make the right choice.