About The National Youth Orchestra

The National Youth Orchestra is the UK’s leading organisation championing orchestral music as a powerful agent for teenage development. NYO’s mission is to work alongside teenage musicians to open up orchestral music and share it with their generation through three equal strands of musical activity, NYO Inspire, NYO Open, and the‘ world’s greatest orchestra of teenagers’, NYO, who power the wider community of activity.

The Challenge

  • National Youth Orchestra (NYO) had reached a point where they wished to move away from their current CRM and marketing tools and they chose Salesforce and Giveclarity.
  • NYO wanted to engage with teens from all backgrounds and unlock the power of orchestral music for both the teenage musicians and their peers, optimising digital engagement alongside in-person experiences.
  • NYO wanted to increase and diversify its revenue to become sustainable and more resilient in the long term, and develop new strategies for stakeholder engagement.
  • To achieve this, NYO required a technology platform to effectively manage its constituents, optimising business intelligence and automation to grow awareness and fundraising.

Our Solution

Giveclarity developed a cohesive solution that leveraged the capabilities of the Salesforce Sales & Service Cloud, Experience Cloud, Salesforce NPSP and Marketing Cloud platforms. The project replaced and improved on the abilities of their legacy system (IMIS).

  • Experience Cloud for Young Musician Portal
  • Program Management Module (PMM) for participation engagement and event management.
  • Giveclarity’s Consent Management Accelerator
  • Online donations (one off and regular) & Gift Aid with FinDock
  • Individual Giving Fulfilment
  • Data migration from legacy CRM system (IMIS)
  • Case Management for logging complaints and communications with donors
  • Marketing Cloud including our accelerators helping with Bounce management, Consent, Complex segmentation, email templates and journeys such as Regular Giver Welcome; New applicant welcome
  • Reports and Dashboards
  • Training and Post Go-Live Support

The Results

A single view and faster, easier processes all round.

  • Email deliverability rate is now over 99%
  • Open rates for comms in welcome journeys are very high at 70%+.
  • Using the granular Master and Filtered Audiences to target specific groups, NYO have achieved an average of 60% open rate and 7.5% click through rate on their single send emails
  • ContactCARE has also automatically removed 100’s of unwanted contacts in Marketing Cloud that are no longer syncing from the CRM, helping to keep clean sets of data and keep costs down
  • Saved time on manual admin
  • Ability to track all interactions from one single place

Project Manager, Giveclarity

Ada Ferko

“Within minutes of going live NYO had received a £500 donation that was processed from within Salesforce. They had queries/cases raised, which they were able to see immediately in Salesforce. The Fundraising coordinators mentioned that they are very happy with Salesforce. When they have receive a phone call, they are able to look up the person within seconds and respond accordingly to their needs. NYO are also able to batch load cheques a lot quicker than before.”

Project Manager, NYO

Emma Keeling

“It was great to bridge the gap between the NYO and Giveclarity teams as a Project Manager/Task Master/Salesforce Consultant all rolled into one. The NYO users were so excited to be leaving behind their legacy system and having the support of both myself and Giveclarity gave them two points of contact that could work together to find the best Salesforce solutions for their requirements. The synergy that we were able to create was amazing, bringing out new features such as a donation flow that the individual giving team love!”

Salesforce Consultant, Giveclarity

Anna Phillips

"Previously, NYO had to do a lot of manual work in Excel to manage interactions with musicians. Their new portal, built on Experience Cloud and the Program Management Module, supports the musician journey from initial application through participation to alumni. Musicians can log in and see their upcoming events, download project materials and other documents, complete online forms and pay their fees. NYO staff can now use Salesforce for every interaction with a young musician and track their progression within one platform. ”