Merlin’s Magic Wand
Merlin's Magic Wand is a global children's charity that provides magical experiences for children in need by gifting them tickets to Merlin Entertainment attractions.
With a mission to bring joy and wonder to children facing adversity, the charity operates several key programs, including Magical Days Out, Magic on Tour, and Magic Spaces. These initiatives ensure that children and their families can enjoy memorable days filled with fun and laughter at Merlin's attractions worldwide.
Why Did You Decide to Embark on a Digital Transformation?
Before their digital transformation, Merlin's Magic Wand faced several operational challenges that made it difficult to manage their programs efficiently, there was a lot of manual tasks and flicking between systems like Excel and Outlook, and lots of manual email processes.
The team relied heavily on Excel spreadsheets to process applications for tickets, manage data, and track communications. This manual approach was time-consuming and meant that the team were managing everything on over 20 tabs at once.
Elin Parry (pictured), Magical Programs Manager at Merlin's Magic Wand, shared,
"We were using Excel to manage everything, from processing applications to sending out tickets. It was laborious and time-consuming, with over 20 tabs and spreadsheets that needed constant updating. We realised we needed a more streamlined system to keep up with our growing demand to help children, schools, and their families have magical experiences.”
Why Did You Choose Salesforce and Hyphen8?
The decision to choose Salesforce as their digital platform was driven by the need for a centralised and automated system to handle their operations' complexities. Hyphen8 was chosen for our expertise in implementing customised solutions tailored to the needs of nonprofit organisations.
"We needed a system that could not only manage our applications but also automate processes and integrate our various programs into one platform," Elin explained. "Hyphen8 came highly recommended, and their deep understanding of the nonprofit sector made them the perfect partner for our digital transformation."
What Has the Impact Been of Having Salesforce?
Since implementing Salesforce with the help of Hyphen8, Merlin's Magic Wand has significantly transformed how they manage their programs and operations. The system has brought numerous benefits, including:
"Salesforce has revoluntionised the team's work, from the way we are able to have things automated, to the time savings, which ultimately results in us granting more Magic Days Out. It's been a game-changer! Thank you so much Hyphen8"
Saving Time
The new system has saved Merlin's Magic Wand an estimated 20,000 hours of manual work, 2,857 equating to days a year in admin time - yes you read that right! This time savings has allowed the team to focus more on their mission and less on administrative tasks.
More Magic Days
Elin shared that thanks to Salesforce and the way Hyphen8 built Salesforce, with all of the automation features, the team have more time to get through more applications, which means more children are experiencing magic!
Automation
The automation of key processes has drastically reduced the time spent on manual tasks. For example, when an application is submitted, it is automatically captured in the system, and acknowledgments are generated and sent out with just a click. This has saved the team countless hours.
One Central System
No more flicking through over 20 tabs in a spreadsheet and having to constantly send details out through Outlook, Hyphen8 built a system that is able to manage everything through Salesforce.
Document Generation
Using Salesforce, Merlin's Magic Wand can now generate documents and emails automatically. This includes filling in details such as the name of the attraction, booking links, and gift codes, all of which are sent out to families and organizations seamlessly. The documents and emails share all of the ‘Know Before You Go’ details which are important to guests, especially those with additional needs.
Applications Management
Handling 20,000 applications a year is no small feat, but with Salesforce, the process is now streamlined. Applications are submitted via FormAssembly, and the data flows directly into Salesforce, where it is processed and tracked efficiently.
Reporting
The new system allows us to report on so many new aspects and drill down further into the data across so many aspects of what we are working on across all of the different attractions, which really helps us understand our impact and planning.
A System Built by Hyphen8 in 2022 - What Has Happened Since?
Since the system's implementation in 2022, Merlin's Magic Wand has been able to process more applications and generate better reports, enhancing their ability to serve children in need. The team can now handle spikes in application volume without the stress and delays that were once common.
"We’ve been able to process applications much faster, even when we receive a large volume overnight. Salesforce has made it possible to maintain our operations smoothly, even as our demand grows," Elin noted.
The ongoing partnership with Hyphen8 continues to bring improvements, enabling Merlin's Magic Wand to make a greater impact with their programs, ensuring that more children can enjoy magical days out.
