Eviden, an Atos business with the National Trust

Technology Transformation

MCA Awards Finalist 2024Eviden helped National Trust, Europe’s largest conservation charity, to kickstart a strategy shift for 5.7 million end-to-end member journeys through transformation, design and implementation of a world leading customer relationship platform.

For over 120 years National Trust has preserved nature and history. To continue this great work, the National Trust must ensure they maximise their fundraising income so they can continue to do what is needed to preserve our heritage A new strategy was needed to enhance their largest source of income, membership revenue, and this could not be achieved with their existing legacy technology.

National Trust engaged Eviden in 2020 as their transformation partner to execute their strategy, moving from legacy, cumbersome membership technology and associated processes, to an industry leading platform. Our work with the Trust demonstrates Eviden’s ability to design engaging efficient journeys, aligned to the Trust’s strategy, and deliver a hugely complex large scale, multi-year technology transformation in collaborative agile product-led delivery.

The programme was complex, spanning 3 years, 1000 user stories across 22 business journeys and engaged a team of 160 people across products, platforms, people and data. Eviden has brought transformation, technology expertise and collaboration throughout this immense change.

Our supporter centred approach created end-to-end journeys which enabled development of streamlined processes that best exploited their chosen scalable platform. We’ve supported the change across a complex landscape of stakeholders including other delivery partners and software vendors and increased process efficiency by leveraging and tailoring best-in-class technology solutions.

The transformation was delivered using an innovative product-led approach, never adopted at this scale within the Trust. Using our expertise, combined with organisational insight, we co-designed governance to enable rapid decision making.

The results

This fundamental transformation, design, build, and implementation of a scalable world leading membership and fundraising platform has delivered; end-to-end members’ journeys, more efficient processes and access to data insights to enable the launch of new marketing initiatives – a key component of the Trust’s strategy, examples include:

  • Faster launch of Trust fundraising programmes from years to 5 months
  • Increased fundraising revenue. In one programme raising 45% of the previous year’s total income in 11% of the time
  • More efficient membership processes, reducing agent clicks from 100 to 36
  • Reduced average agent call time by 20 seconds, increasing efficiency
  • Enhancing a digital online application experience for Members
  • Reducing ongoing maintenance costs
  • Trust owned maintenance and continuous improvements
  • Automation – decreasing payment failures by 1%

This transformation realises benefits, unlocking funds so the Trust can continue to look after our heritage for everyone, for ever.

In the words of Sharon Pickford, Supporter and Revenue Director “the biggest gift we could ever have delivered for the Trust to reach new generations, new supporters and deliver against its ambition for nature, history and beauty. Between you all you’ve given the Trust the platform for its new strategy”

View the Eviden, an Atos business profile in the MCA Members Directory.