The Challenge
Cats Protection, with over 20 years of experience and a network spanning 210 volunteer-run branches and 34 centres, supports an average of 157,000 cats and kittens annually. However, the organisation’s legacy CRM systems were fragmented, resulting in siloed data, duplicated efforts, and reliance on manual processes. These challenges limited operational efficiency and made it difficult to deliver a cohesive supporter experience and data-driven decision-making. To realise its ambitious 10-year strategy and continue growing its impact, Cats Protection recognised the need for a robust, flexible, and scalable digital solution.
The Solution
To address these challenges, Cats Protection initiated a market search for a CRM platform that could deliver modern, scalable, and flexible capabilities while supporting its strategic ambitions. The charity was also seeking an experienced partner to guide implementation and ensure successful adoption. As Stacey Wood, Head of Data & Analytics at Cats Protection, explains: “We went to market seeking a CRM platform that is modern, robust, flexible, and scalable enough to enable us to meet our strategic aims and realise the business benefits that underpin our business case. As part of this process, we were also seeking an expert delivery partner to ensure the successful implementation of the new platform. After impressing throughout the tender process, it was clear mhance was the right fit for Cats Protection and their passion and expertise shone through. We very much look forward to working closely with mhance during delivery of our new CRM.” mhance proposed Microsoft Dynamics 365 CRM, integrated with Power Platform and Microsoft Cloud for Nonprofit’s Fundraising & Engagement. This solution delivers a unified view of all supporter and customer interactions, advanced automation, and actionable data insights.
Alan Moody, CEO of mhance, highlights: “The solution we proposed is designed to be customer-centric, delivering the data insight and automation needed to enhance efficiency, productivity, and income generation. Cats Protection can rely on our experience in delivering solutions in the Not-for-Profit sector, ensuring the technical and architectural roadmap aligns with the charity's business change roadmap. We are thrilled to be a part of the organisation’s 10-year strategy and are very much looking forward to continuing the journey with the team.”
The Results
With the new centralised CRM platform, Cats Protection is transforming its operations, enabling real-time, data-driven decision-making and improved supporter engagement. The solution integrates seamlessly across teams and branches, removes manual processes, and supports the charity's strategic ambitions for growth and innovation. The partnership with mhance ensures continuous alignment with best practice in the charity sector and technology adoption. As a result, Cats Protection is positioned at the forefront of digital innovation in animal welfare, supporting its mission more effectively and efficiently. Key metrics include: 157,000 cats helped annually, a network of 210 volunteer branches, 34 operational centres, and over 20 years of experience in the sector.
