Case Study: Metta Welfare Association achieves improved care and stronger stakeholder connections with Microsoft Dynamics 365

Web-based CRM helps Singapore charity boost support for the disadvantaged

Metta Welfare Association is a Singapore voluntary welfare organisation that provides disability, medical, child-care and special-education services to about 1,200 beneficiaries through nine centres and roughly 200 staff. By 2015 the charity relied on spreadsheets and legacy tools, which made coordination across fundraising, volunteers and case work slow, error-prone and opaque—managers lacked real-time data to improve service delivery.

In 2016 Metta deployed DoVE™, a web-based donor and volunteer engagement platform built on Microsoft Dynamics CRM Online by Customer Capital Consulting, adding modules for case and incident management. The single, online system enabled secure real-time sharing across centres, reduced duplication and paperwork, improved fundraising coordination and reporting, and freed staff to spend more time delivering higher-quality care to beneficiaries.

Metta Welfare Association

Felicia Wee

Deputy Executive Director