University launches new CRM system to power philanthropy and volunteering
17 Sep 2026
Our new customer relationship management (CRM) system will power our Challenge Accepted philanthropy and volunteering campaign and enable us to become the ‘great philanthropic university’ outlined in From Manchester, for the world.
The Division of Development and Alumni Relations (DDAR) builds lasting connections with our global population of alumni, supporters and donors, and will oversee the new CRM, working in partnership with IT Services. The new CRM system brings information about those relationships together in one place, helping colleagues work in a more connected, efficient and informed way, and deliver personalised, meaningful experiences to those we engage and partner with.
Why was a new system needed?
To realise our strategic ambitions in philanthropy and volunteering, DDAR needs modern tools that support stronger relationships, better use of data and a more connected, personalised experience for colleagues and supporters alike.
The new CRM provides a single source of trusted information, improved reporting capabilities and a platform that can develop alongside the University's future ambitions.
The launch supports our Manchester 2035 strategy by giving DDAR a stronger foundation for managing key relationships, making decisions based on accurate data and more joined-up ways of working. The investment in new technology will enhance and enable critical relationships, speaking specifically to the strategic objectives of being organised for success, digital inside and out, and the university to partner with.
What will change?
The new system is designed to make it easier for colleagues to access information, collaborate across teams and gain greater insight into how alumni, donors, volunteers and supporters engage with the University. It provides efficiencies through speed and ease of access, and crucially, helps us deliver experiences that are meaningful and valuable to all.
Expected benefits include:
- Faster access to alumni, donor and supporter information.
- A single, trusted view of engagement activity across DDAR. The ability, through 360-degree view of constituents, to deliver personalised experiences.
- More consistent and efficient ways of working, particularly including automation and AI.
- Better reporting and insight to support decision-making.
- A more stable and modern, personalised user experience.
- Removal of business risk.
For alumni, donors, volunteers and supporters, bringing information together will support more informed, responsive, personalised and joined-up interactions with the University.
Shaped by colleagues
The project has been two years in the making and driven by the principles outlined in our Delivery Handbook. Uniting to solve complex challenges, colleagues from across DDAR have helped design, test and prepare the system, working with a cross-University project team and our delivery partners.
User need has been at the centre of the project and working in an agile way while keeping the bigger picture in mind has underpinned delivery. Clear benefits were established early, with scope and prioritisation carefully managed throughout. Listening to feedback along the way, the team has worked to create a system that will meet the needs of colleagues, alumni, donors and partners.
Kate Cambden, Executive Director of Development and Alumni Relations, said: "The launch of DDAR CRM marks an important milestone for the university and for DDAR and is the result of an enormous collective effort. The new system will give us greater insight, deliver personalised experiences, help us make more informed decisions and have confidence in the information we work with. It is a critical piece of technology to enable the Challenge Accepted campaign and will power us to become a great philanthropic university.
"We now have modern foundations, built for understanding and strengthening our relationships with alumni, donors, volunteers and supporters. Go-live is an important milestone, but it is also the beginning of how we will learn, improve and make the most of the new system together."
Tom Jirat, Deputy Director (Development Services) DDAR and project sponsor added: “I would like to thank everyone who has been involved in this project. It has been a huge team effort and a fantastic example of One University in practice. Together, we’ve built DDAR CRM with our colleagues, for colleagues. CRM powers the work of DDAR and I’m incredibly proud to see the system go-live. The benefits of this work will be realised immediately as well as over the coming months, years and decades, through our partnerships with alumni, supporters and donors. This is a technology project– ultimately delivered by brilliant people doing brilliant things. Thank you again to everyone who has worked on this and supported the work throughout.”
What happens next?
This marks the beginning of the next stage of the journey. The project team will continue to provide support and training as colleagues begin using the system, while gathering feedback to understand what is working well and where further improvements may be needed.
Over the coming months, the team will monitor adoption and assess how the system is supporting colleagues and delivering its intended benefits.
Read more about our volunteering and fundraising campaign: