UK: 
“What impressed us most about Time Technology is their expertise and how well they understand the nonprofit world. They offer good value and, as a smaller agency, they provide a more personal and human approach to the project.”
– Andrew Taylor, Head of Digital, Headway
Meet Headway
Headway is a UK-wide charity dedicated to improving life after brain injury. The organisation provides essential support and information to help individuals and families understand and cope with the effects of brain injury. This includes their nurse-led national helpline, an Emergency Fund that provides grants to families in the immediate aftermath of brain injury, an award-winning website and a range of specialist publications, and a Brain Injury Identity Card designed to support independence.
Additionally, a network of over 110 affiliated Headway charities and branches across the UK extends these services into communities, offering tailored support to survivors and their families.
Beyond direct support, Headway campaigns for improved resources and greater awareness of brain injury and its often-devastating impact.
Their Challenge
At the national charity, Headway UK, the team had been using Salesforce since 2015 to support their network of local services. However, their Fundraising team was still relying on an old Raiser’s Edge (RE) implementation, which was limiting their ability to move forward due to:
- Poor data quality
- Limited analytics capabilities
- Inadequate support for stewardship journeys
To work smarter and unlock the full potential of their data, Headway needed a more intelligent and integrated system.
Their Goal
Improve life after brain injury.
How?
Continue to adapt to the changing digital landscape to provide the best support to individuals and families impacted by brain injury.
What does that equate to in a digital system?
A single, unified 360-degree view of stakeholders to deliver a streamlined experience.
Why Salesforce?
Salesforce was the solution with the most potential to grow with Headway UK – when the timing was right. It integrates data across departments for a 360-degree view of stakeholders; it is highly flexible and provides ease for expansion to grow as you grow.
Back in 2015, Headway UK recognised Salesforce’s potential as a future-ready platform that could support not only the Digital team but also the rest of the organisation when the time was right – see ‘A Journey of Digital Transformation’ below for more information. In 2022, having already seen success with the Digital team using Salesforce, expanding it to other departments was a natural next step.
Our Solution
As Headway UK already had an existing Salesforce Org, Time Technology began with a Health Check and Security Review to assess the system’s current state and identify what needed to be done. The recommendation: Configure the Nonprofit Success Pack (NPSP) to enhance fundraising capabilities.
This enabled:
- Smarter data analysis
- Improved stewardship journeys
- Stronger funder engagement
Outcomes and Impact
Migrating the Fundraising team from Raiser’s Edge (RE) to Salesforce improved Headway UK’s data management, fundraising capabilities, and programme delivery.
The impact on operations:
- Improved data quality and accessibility for the Fundraising team
- Enabled remote work transition
- Strengthened data security for sensitive information
- Streamlined processes
What’s Next?
Leveraging the value of their data into the future.
Headway is continually innovating with data. With a forward-thinking mindset, they are exploring the power of agentic AI through Salesforce’s Agentforce. This innovation allows human employees to collaborate with AI agents, unlocking new levels of productivity.
Future initiatives will possibly include:
- Personalised digital assistance for their clients via their ID card app
- AI-powered helpline triage and support for less complex cases
- Improved search and summarisation to deliver faster, more accurate support
These advancements aim to remove barriers to information and elevate the care experience for those affected by brain injury. It is simply the next potential milestone for Headway UK in their journey with Salesforce, and with infinite innovation, it will continue to grow with Headway UK long into the future.
A Journey of Digital Transformation
Headway UK’s relationship with Salesforce began in 2015, initially focused on improving their website backend and managing their charity network. Early implementations with a previous partner supported key programmes like the ID card, emergency fund, and helpline – laying the foundation for secure, remote operations during the pandemic. That original investment provided the charity with the solutions they needed, but it was only the beginning.
By 2022, Headway UK had outgrown Raiser’s Edge (RE) for fundraising; that is when the partnership with Time Technology began. We helped clean their fundraising data and migrate it into Salesforce – empowering the team to make smarter, more data-driven decisions and better support their stewardship journeys.
Today, Salesforce is Headway UK’s centralised platform – an investment that is maturing with them over time. It has become an integral part of their operations, and they actively leverage new functionality to ensure it continues to grow with them. For Headway UK, Salesforce is not a static tool, but a dynamic and innovative platform that enables them to work smarter and deliver a greater impact.
A True Partnership
With Headway’s future-focused mindset, Salesforce’s evolving platform, and Time Technology’s people-first approach, we are united in a shared vision: to support Headway UK’s continued growth and innovation.
Together, we are building a future where digital systems evolve alongside the mission to improve life after brain injury.
