Established in 1996, Japan NPO Center (JNPOC) seeks to strengthen the social infrastructure of non-profit organisations across Japan. It also aims to build strategic partnerships between the non-profit sector, businesses and the government.

Some of the main activities at JNPOC include maintaining the organisational databases of non-profits to promote information sharing; managing software donations in Japan as part of the TechSoup Global Network initiative; and partnering with Microsoft Japan to strengthen information and communication technology (ICT) support for non-profits.

Over time, as the membership numbers grew, JNPOC required a customer relationship management (CRM) tool to streamline the management of member data. A key challenge was the lack of integration between the existing membership databases used by the different JNPOC-supported programmes.

The organisation decided to implement Microsoft Dynamics® CRM in 2010 and went through several rounds of system upgrades in order to create a centralised database system to improve its staff’s ability to collect and manage member information. In addition, a centralised database will enable the JNPOC staff to work together and collaborate more efficiently across departments, through the use of a more consistent set of data management tools and processes.

 
For the senior management, the implementation was focused around achieving more ‘proactive member management’ across the organisation — with the aim of expanding its current membership while deepening relationships with existing members.

Yoshifumi Tajiri, Secretary General of JNPOC, said, “Microsoft Dynamics CRM enables us to broaden the level of engagement with prospective members — as the software helps us to easily identify organisations that have already been in touch with the JNPOC, but are not yet our members. We are also able to derive deeper insights out of the centralised member database and take a more proactive case management approach, tailoring our services according to the specific needs of existing members.”

Read the full case study on Microsoft Asia Futures online.