FirstClass sends iconic college’s legacy programme to the top of the class

The background


Imperial College London (Imperial) is a world-leading university for science, technology, engineering, medicine and business.


It was founded in 1907 with a mission to use science to try to understand more of the universe, and improve the lives of more people in it.


Viewing science as more than simply a subject but a mindset, a bias for inquiry and action, and the pursuit of knowledge and new ideas with grit, humility, creativity and courage, Imperial now has a number of campuses throughout London and the South East of England.


With total charitable income amounting to £60m a year, £5m of which originates from bequest giving, the legacy team decided that it was time to accelerate its legacy programme in order to boost legacy-related revenue. 


Yet, with a legacy management infrastructure historically built around manual methods using a combination of spreadsheets and CRM, the legacy team established that this was not enough to effectively maximise the value of its estates.


In order to do this whilst futureproofing its legacy management capabilities, increasing revenue and improving the efficiency of the legacy management team, Imperial chose FirstClass – making it the first educational institution ever to incorporate the platform.

“Prior to integrating FirstClass, we were doing what we could with what we had, but it was quite basic. In terms of recording data, we were limited to the essentials. In order to establish the fundamentals, such as average gift size or whether a gift was pecuniary or not, we had to work really hard and piece the data together manually in order to get what we needed. Since adopting FirstClass, this level of data – and so much more – is available at our fingertips.”


Katharine Palmer, Legacy Officer at Imperial College London

The project:


Having used FirstClass in a previous role at a prominent UK charity, Katharine’s manager, Anna Wall, joined Imperial with a clear vision that FirstClass needed to be part of the legacy team’s evolution. However, legacy marketing and the establishment of a legacy programme needed to take priority before FirstClass could be implemented.


Although one thing that every member of the organisation was clear on was that bequests represented a huge opportunity for the organisation. The figures reflected this, too.


When the legacy programme was established in 2015, legacy income stood at £1m a year. Having grown year-on-year over nine years to £5m, it was becoming clear that spreadsheets and CRM alone were not enough to manage this level of income – let alone grow it.

“Whilst legacy income was growing as the programme grew, it was clear that it was becoming increasingly difficult to manage using manual methods. After demonstrating to the wider team what was possible when using FirstClass, the decision was taken to invest in the system – and nobody has looked back. The Advancement Division, under which legacy management falls, highly values data. Now we can provide them with as much as they want including how we compare against our peers.”


Katharine Palmer, Legacy Officer at Imperial College London

With a desire for data to drive the team’s growth, which was difficult using the previous approach, the decision was taken to implement FirstClass in 2023. In February 2024, Imperial switched to FirstClass as the system went live. 


Looking ahead, Imperial is now focussed on using FirstClass to:


  • Become more efficient in communicating with the organisation’s legacy consultants, and, through the platform’s ability to streamline and standardise processes, ensure that every member of the legacy team is consistent in their approach to legacy management.


  • Make external auditing a more straightforward and less time-intensive exercise. Prior to implementing FirstClass, data was often questioned by the auditors as it wasn’t being presented in the correct format. Now, the data will be standardised and quickly accessible.


  • Consolidate and store all data, much of which originates from different sources – such as Smee & Ford – in one easy-to-use platform.

“Even within the first week of launch, our lives became much easier. From having to manually input everything on Raiser’s Edge, all correspondence now goes straight into FirstClass. But it’s not just day-to-day legacy management that’s become so much easier, the onboarding process was seamless, too. The FirstClass team helped us choose the right solution, assisted us with migrating our data and the training programmes were great. We’re really happy with the system and absolutely delighted to have become the first educational institution to adopt FirstClass.” 


Katharine Palmer, Legacy Officer at Imperial College London

Download this case study

Inspiring Legacies with RCS

By Fiona Paton • November 24, 2025
Charities are experiencing a major shift. Supporters now expect digital-first, mobile-first communication - they want to engage in ways that feel personal, transparent, and effortless. Social media is great for sharing impact stories, but when it comes to deeper, more meaningful conversations - like inspiring someone to leave a gift in their Will - charities need something more powerful and more trusted. Traditionally, mobile messaging has been used for quick text-to-donate campaigns or sending reminders. But imagine if that same channel could nurture long-term relationships, build trust, and spark legacy pledges. That’s exactly where RCS (Rich Communication Services) can make a meaningful difference. RCS is the first major upgrade to mobile messaging in 20 years. It offers an enhanced, more interactive experience compared with SMS, giving charities a way to reach supporters with messages that feel modern, secure, and genuinely helpful. Here’s why RCS is so relevant for legacy fundraising: Secure & trusted: Your charity’s name and logo appear as a verified sender, giving supporters instant reassurance that your message is authentic. Connected & seamless: Messages land directly in supporters’ native messaging inboxes on Android and iOS — no apps to install and no additional steps. Engaging & interactive: You can add images, buttons, carousels, and track engagement in real time, making each message a richer opportunity to inspire and inform. For charities, this means you can reach warm, highly engaged audiences — those most likely to consider a gift in their Will — with content that feels personal, trustworthy, and uplifting. Instead of a plain text reminder, imagine sending a beautifully branded message containing a story of impact, a short video, or a simple button to learn more about pledging a legacy. It’s a small upgrade in channel, but a big step forward in supporter experience. Looking ahead, 2026 is shaping up to be a landmark year for mobile messaging. And the timing couldn’t be better. Legacy giving in the UK reached £4.5 billion in 2024 , a 9 percent increase on the previous year, and forecasts show legacy income is set to more than double by 2050 as the Baby Boomer generation finalises its estate planning. The opportunity is significant — but only if charities adopt communication tools that match how supporters want to connect today. With over 600 UK brands already using RCS , and early adopters seeing up to three times more engagement than SMS , the question isn’t whether charities should embrace RCS. It’s why wait at all? Bring your messaging to life and get started with RCS today. Get in touch for a journey towards richer messaging, better engagement, and higher conversions

The Hidden Power of Legacy Income

By Fiona Paton • November 18, 2025
Imagine a supporter who believes in your mission so deeply that they decide to make it part of their legacy. Long after they’re gone, their gift continues to fuel your work, carrying forward their values and trust in your cause. That’s the hidden power of legacy income - it’s not just funding, it’s a lasting bond between donor and organisation, built on loyalty and commitment. Beyond Paperwork Legacy gifts are one of the most impactful and emotionally significant forms of giving. They represent trust, loyalty, and a donor’s lasting commitment to your cause. But with that trust comes responsibility, and complexity. Managing legacy income isn’t simply about tracking paperwork. It’s about honouring a donor’s final wishes while ensuring their gift makes the greatest possible impact. Yet, many charities still rely on outdated tools or manual processes to manage gifts in wills. The consequences? Delays in processing Missed opportunities to maximise value Unnecessary risks that can erode donor confidence Why a Dedicated Legacy Income System Matters A modern, dedicated system transforms the way organisations handle bequests: Structure → Clear processes using best practices that reduce confusion and errors Visibility → Transparency across teams, ensuring everyone knows the status of each gift Confidence → Reliable data that builds trust with donors, families, and stakeholders This isn’t just about efficiency; it’s about safeguarding relationships and ensuring every legacy gift fulfils its intended purpose. Who Benefits? Whether you’re a charity, non‑profit, or higher education institution , getting smarter about how you manage legacy income is vital. With the right system in place, you can: Reduce administrative burden Protect against risk Unlock the full potential of legacy giving The Results of Smarter Legacy Income Management When charities and non‑profits adopt a dedicated legacy income system from FirstClass, the impact is clear: Faster processing & rapid access to records → Gifts are managed efficiently, reducing delays and ensuring funds reach the cause sooner. Income dashboards & financial reports → Real‑time visibility into pipeline, trends, and performance supports confident decision‑making. Customisable templates → Flexible tools that adapt to your processes, reducing admin and saving time. Contact records → Centralised donor and executor information strengthens relationships and ensures transparency. Reduced risk → Accurate records and structured processes protect against errors and safeguard donor trust. Seamless CRM integration → Works smoothly with key CRM partners, ensuring data flows without duplication. Smee and Ford integration → Direct connection to industry‑leading probate data for complete oversight. Stronger relationships → Families and executors feel reassured that gifts are handled with care and transparency. Legacy gifts are too important to be left to outdated processes. By adopting smarter tools, you can honor donor trust, reduce risk, and unlock the full potential of legacy income. Ready to transform how you manage legacy income? Get in touch with us today to see how our solutions can help you build confidence, efficiency, and growth for the future.

FirstClass goes Global

By Fiona Paton • November 4, 2025
The background International Fund for Animal Welfare (IFAW) was founded in 1969, with the aim of stopping the commercial hunt for whitecoat seals on the east coast of Canada. IFAW has grown into a charity that works across seas, oceans, and in more than 40 countries around the world. IFAW is dedicated to building a world where animals and people can thrive together on a healthy planet. Through its work in the fields of biodiversity conservation and wildlife rescue, IFAW has had a major impact on ecosystems and communities around the world. With a third of the charity’s income stemming from legacies, IFAW has been using FirstClass to streamline, manage, and monitor this crucial revenue stream from its UK office for over 10 years. However, its international counterparts were using disparate systems that were incurring significantly more administration time than would have been required when using one standardised legacy management platform. In 2025, the decision to implement FirstClass across six new international territories was taken.