The Best CRM for Membership Organisations? Explore The Glaziers’ Digital Transformation

18 August 2025

A Digital Dispatch by Marcus Wilson, Director

CiviCRM Digital Strategy Open Source

The Best CRM for Membership Organisations Explore The Glaziers’ Digital Transformation

Choosing the best CRM for membership organisations isn’t just about features — it’s about finding a system that actually works for your team, your members, and your mission.

The Worshipful Company of Glaziers, one of London’s historic livery companies dating back to the 14th century, knew their old database wasn’t keeping pace. With 300 members, a busy events calendar, and a small part-time team, they needed a modern, integrated solution that could handle membership management, event bookings, donations, and communications — all in one place.

That’s where CiviCRM came in.

TL;DR

The Worshipful Company of Glaziers, a historic London livery company, needed a better way to manage 300 members and a busy events calendar with a small team.
Their old Microsoft Access database couldn’t handle modern membership, events, or communications needs.
Pooka & Co implemented CiviCRM (open-source CRM for charities and membership organisations) and integrated it with a redesigned WordPress website.
Members can now join online, update their details, book events, donate, and access resources in one place.
The new system has improved efficiency, reduced admin time, and created a better experience for members, with room for future integration improvements.
📺 You can watch the full interview with Clerk Liz Wicksteed on our YouTube channel to hear the story first-hand.

Why Membership Organisations Need More Than a Simple Database

When you step into Glaziers Hall on London’s South Bank, you’re surrounded by centuries of history. While the livery movement began as medieval trade guilds, today the Glaziers focus on education, charity, and promoting the art and craft of stained and architectural glass.

Over the past two years, we have worked alongside the Glaziers to bring their membership and events management into the digital age — without losing any of that heritage and character.

The Challenge: A System That Couldn’t Keep Up

The Glaziers have around 300 members and run a busy calendar of events, all managed by just two part-time staff: the Clerk, Liz Wicksteed, and an Assistant Clerk. Their previous database, built in Microsoft Access, could store member information but offered little beyond that. Over the years it had grown unwieldy, difficult to maintain, and was no longer fit for purpose.

“We needed something that could handle membership records, event bookings, and communications — and do it efficiently,” says Liz. “With such a small team, we rely on good systems to keep everything running.”

The Solution: CiviCRM + WordPress Integration

Working closely with Liz and her team, we implemented CiviCRM — open-source software designed for charities, non-profits, and membership organisations. CiviCRM allows the Glaziers to manage:

Memberships – including annual fees, status, and contact preferences
Events – from bookings to payments
Communications – newsletters and member updates
Donations – with integrated payment processing

We then redesigned and rebuilt the Glaziers’ website in WordPress, integrating it with CiviCRM. Now, members can:

Apply for membership online
Log in to update their details
Search a secure online member directory
Register and pay for events
Make donations directly through the site

“It’s made the website much more dynamic,” says Liz. “Members can choose which details to share, book events, and access resources like the Lord Mayor’s briefings — all in one place.”

The Process: From Data Clean-Up to Go-Live

Implementing a new CRM isn’t just about installing software — it’s about rethinking how you work. Liz’s team took the opportunity to review what information they held, how it was structured, and why it was needed.

“It was a good reason to cleanse our data and think more precisely about what we wanted to achieve,” Liz explains. “The migration was tricky and time-consuming, but worthwhile.”

Within three months of launching the new website, the Glaziers were using CiviCRM for both membership and event management. While there’s always a learning curve, Liz notes that the support from Pooka & Co has been key:

“There’s good help online, but the guidance from Pooka is always in plain English and tailored to our needs.”

The Results: Time Saved, Better Engagement, and Room to Grow

While the team is still refining their use of the system, the benefits are clear:

Time saved on administrative tasks like updating member records and sending newsletters
Better event management, with bookings and payments all handled online
Improved member experience, with self-service access to their own data and event bookings
A central hub for resources, news, and charitable activities

There are still areas for improvement — such as deeper integration with GoCardless for existing direct debits, but the foundation is now in place for the Glaziers to grow and adapt.

Is CiviCRM the Best CRM for Your Membership Organisation?

For heritage organisations like the Glaziers, modernising systems isn’t about replacing tradition — it’s about protecting it. With CiviCRM and WordPress working together, the Glaziers can focus more on their charitable and educational work, confident that the admin is under control.

At Pooka & Co, we believe in digital that works for people — tools that save time, improve communication, and help organisations do more of what matters. This project with the Glaziers is a perfect example of how open-source solutions can deliver exactly that.

Thinking about a CRM upgrade?

If your membership or events management system is creaking at the seams, let’s talk. We’ll help you find a solution that fits your team, your budget, and your mission.

Watch the Full Interview with Liz Wicksteed

Want to hear the story straight from the source?

We filmed an in-depth conversation with Liz Wicksteed, Clerk to the Worshipful Company of Glaziers, where she shares her experience of moving to CiviCRM, the highs and lows of the migration process, and how the new system is changing the way they work.

🎥 Watch the full interview on YouTube here: Full Interview: How the Glaziers Modernised with CiviCRM

Pooka’s Top 3 CiviCRM Case Study FAQs

What is CiviCRM and why was it chosen for the Glaziers?

CiviCRM is open-source software designed specifically for charities, non-profits, and membership organisations. It can handle memberships, events, donations, and communications in one place. It was chosen for its flexibility, cost-effectiveness, and ability to integrate with the Glaziers’ new WordPress site.

How has the new system improved the Glaziers’ day-to-day work?

It’s streamlined admin by allowing members to self-serve — updating their own details, booking and paying for events, and accessing resources online. This saves significant time for the small two-person admin team and keeps member records more accurate.

Can existing payment systems like GoCardless be integrated with CiviCRM?

Yes, but with limitations. CiviCRM integrates smoothly with new GoCardless direct debits set up after implementation. However, existing mandates don’t automatically sync, so for the Glaziers, this part remains a manual process — an area they hope to improve in future updates.