Case Study: Coeliac UK achieves streamlined membership, fundraising and advanced reporting with Workbooks

Workbooks has Significantly Increased Efficiency

Coeliac UK is the UK charity supporting people who need to live gluten-free; after expanding membership to include people following a gluten-free diet for non-coeliac reasons, the organisation found its legacy CRM too rigid to support new services, online access to a global product and venue database, and growing commercial and fundraising activity. This strategic shift required a wholesale business-process transformation and an ICT overhaul to deliver flexibility, better reporting and online/member self-service.

The charity invested £250k to implement Workbooks CRM fully integrated with its website, migrating over 250,000 individual records, 15,000 organisations, 10,000 products and 240,000+ transactions. The platform enabled online sign-ups/payments, richer member segmentation, automated workflows, Outlook sync and advanced reporting—boosting efficiency across fundraising, membership, campaigns and volunteering, reducing IT overheads and supporting 65,000 members, ~3,000 licensed products and ~3,000 accredited venues.

Coeliac UK

Brendan Harris

Director of ICT