Major cancer charity puts efficiency first with FirstClass

The background


Since it was formed in 1911, Macmillan Cancer Support has grown into one of the largest British charities.


Raising money to provide vital cancer services, campaign for better cancer care and support the cancer workforce, Macmillan Cancer Support is now nationally recognised and hugely respected.


In fact, in YouGov’s UK Charity Rankings 2023, it claimed first place as the charity that most people would donate to tomorrow. 


Legacy gifts account for 40 per cent of the organisation’s income, currently totalling over £90m each year, and the Legacy Income team handle over 3,000 legacy notifications annually.


Yet, despite its size and the volume of support it receives, Macmillan Cancer Support was running a dual system when it came to managing its legacy financial data and its legacy notifications – an approach that was creating inefficiencies and leaving its legacy management programme open to risk.


This all changed in 2023 when it chose FirstClass to handle both elements.

“We’ve been using FirstClass for legacy case management since 2016. However, we initially delayed migrating the financial data on legacies because we were expecting to move away from our income management system within a year or so, and it made sense to wait for that project before moving over our legacy data. However, the income management system project was significantly delayed, and it was not until 2023 that we were able to progress with moving our legacy income onto FirstClass. 


“It is fantastic to have finally brought everything onto the same system having craved it for so many years. The legacy team are loving having everything in one place and have found the process of recording income and making estimates straightforward to learn and easy to use. Our finance team are equally delighted, as they can now run reports in minutes that previously took hours and were subject to error. 


“We knew FirstClass would give us opportunities to improve our processes and reporting but the benefits are even greater than expected and it is hard to believe we waited so long!”


Lucy Pike, Legacy Income Development Manager at Macmillan Cancer Support

The project


In many ways, Macmillan Cancer Support was an outlier; it was one of the UK’s largest charities yet its dual system approach meant that it was not straightforward to access financial legacy data.


Not only was the dual system unnecessarily using resource, but the organisation also has plans to replace the in-house finance system, so this is a step forward towards being able to phase it out. Additionally, only a few remaining members of the Technology team knew how to support the in-house system, which increased the charity’s risk profile.


The decision to migrate legacy financial data was taken in 2023. This began with a significant data cleansing programme, which saw the FirstClass team assist with identifying discrepancies that had built across the two systems over several years. Once the current and historic data was consistent, it was migrated into FirstClass. 


Following several months of testing, the project went live in June 2024 and Macmillan Cancer Support now intends to be an active member of the FirstClass steering group, which will see the charity help shape the next generation of the legacy management platform.

“We’ve always had a good relationship with the FirstClass team. This project has only strengthened it. The way they operate is always led by what their clients need. Now that we’re planning to be an active member of the steering group, we recognise that Macmillan Cancer Support has the opportunity to influence what comes next from a sector-wide perspective. After all, if the system can work for other charities as well as it works for us then everyone can realise the benefits. Our partnership has been hugely successful and we want to continue building it in any way we can.”


Lucy Pike, Legacy Income Development Manager at Macmillan Cancer Support

The result


Since migrating its financial legacy data into FirstClass, Macmillan Cancer Support has:


  • Incorporated the accrual function, which allows the charity to calculate outstanding income in seconds – a process that previously took over two hours to run

  • Delivered a training programme to all 18 of its legacy team members enabling a more strategic approach to legacy and finance management

  • Enabled more accurate integration with key industry bodies such as Legacy Foresight, the UK’s most prominent legacy market analyst. Not only is the data required by Legacy Foresight produced more quickly, but it’s also exported in a standardised format that Legacy Foresight can use

  • Phased out the manual spreadsheets that it was using to produce multiple sets of data. Now, everything can be contained and managed within the FirstClass platform

  • Significantly improved the efficiency and detail of case management, reporting and analysis, and more effectively prioritised workload and legacies. Prior to unifying its systems, the charity was unable to easily determine how much each legacy case was worth and prioritise workload based on value without cross referencing two systems

  • Built stronger relationships both internally and with FirstClass, which better enables it to shine a spotlight on the value of legacy giving.
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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.