LEAP

About the client

LEAP

LEAP is a charitable organisation based in Lanarkshire, focused on improving the lives of older people through a range of services, including befriending, practical support, learning programmes, and community initiatives. They support over 8,500 members and clients across 18 communities, with a mix of staff and volunteers delivering services.

LEAP has taken over the leases of valuable community assets in Cambuslang and Rutherglen to ensure that local individuals, community groups, and the wider community can make use of these facilities. Their third hub, Halfway Community Hub, is now open — offering quality, value-for-money premises throughout Cambuslang and Rutherglen.

The challenge

Information spread across 20+ systems

As LEAP expanded its services, managing information became increasingly complex. Data was held across more than 20 separate databases as well as spreadsheets, making it difficult to maintain a clear and consistent view of activities and service users.

Different stakeholder groups often interacted with multiple services, which added further complexity. The team needed a way to bring everything into one place, ensuring that information could be accessed and shared more easily across the organisation.

Without this, reporting, coordination, and day-to-day management all required more manual effort than was sustainable.

The solution

A central hub for every service

OpenCRM provided a central hub where information could be brought together and organised in a more structured way. The system was tailored to reflect LEAP’s different services, with the Projects module adapted to manage tasks based on the type of work being delivered. Conditional fields ensured that only relevant information was shown, helping keep records clear and manageable.

Contacts were used to store service user details, with structured layouts to handle the wide variety of information collected. Activities supported the coordination of services such as handyperson jobs, linking requests directly to volunteers, locations, and schedules. Events were used to manage classes and community activities, allowing LEAP to track attendance and involvement across both volunteers and service users.

The outcome

A clearer view across every service

• All service data brought into a single, accessible system
• Improved coordination across multiple services and teams
• Clearer view of service users, volunteers, and interactions
• More efficient tracking of activities, events, and tasks
• Better reporting to support planning and oversight

Why it worked

Configured around how LEAP works

The solution worked because it was adapted to match the way LEAP operates. Rather than forcing a single approach, the system was configured around their services, making it practical for day-to-day use across different teams.