Case Study: Simon Community Scotland achieves scalable, data-driven service delivery with Oracle NetSuite CRM

Scottish Nonprofit Improves Its Service to the Homeless with NetSuite CRM

Simon Community Scotland is a Glasgow‑based nonprofit that provides emergency and longer‑term housing, life skills and counselling to people affected by homelessness across the central belt. After merging with Edinburgh’s Streetwork, the expanded organisation struggled with fragmented, laborious data spread across Excel and different systems, limiting its ability to scale and to gain timely insight into client needs.

A donated NetSuite CRM (implemented with partner Cofficient) created a single, remotely accessible system that replaced Excel and is consolidating Streetwork’s Salesforce data. The move kept outreach running through COVID‑19 via Chromebooks, gave staff better visibility into client histories (revealing, for example, that 75% of the community smoke and prompting cessation initiatives), and enabled targeted support such as increased services in rough‑sleeping locations. Next steps include inventory, finance and HR modules to further streamline operations and service delivery.

Simon Community Scotland

Hugh Hill

Director of Services and Development