World’s largest independent cancer research charity puts FirstClass in first place
The background
As the world’s largest independent cancer research organisation, Cancer Research UK has helped develop eight of the world’s top 10 cancer drugs and is supported by over 40,000 regular volunteers.
However, when it comes to raising money required for it to continue its good work, the charity is almost entirely funded by the public, which makes legacy income a vital component of its overall revenue.
With the charity receiving over 7,000 bequests a year, each ranging in value from £50 to £40 million, there is a huge amount to manage – particularly given how it can take an average of 18 months from the point of notification to receiving the money.
In order to keep on top of this, Cancer Research UK uses FirstClass.
“The most important aspect of FirstClass is that it provides a forensic level of tracking, which allows us to manage and monitor thousands of case files at a time. Ultimately, this means that no bequests get missed.”
Angela Noguera-Horne, Legacy Management Officer at Cancer Research UK
The approach
In 2022, Cancer Research UK generated a total revenue of £217m – around 40 per cent of which originated from bequests.
With such a high volume of bequests to manage, Cancer Research UK has used FirstClass since 2003. And, with 40 people using the platform on a daily basis, FirstClass has become a key strategic tool for the entire Legacies Team.
However, in 2021, after having used FirstClass v2 for 18 years, it decided to upgrade to the latest version – v4.
“Everything within our department is managed by FirstClass. My team members and I couldn’t do our jobs without it; it’s the beating heart of the legacies team.”
Angela Noguera-Horne, Legacy Management Officer at Cancer Research UK
The outcome
After a period of transition, FirstClass v4 went live towards the end of 2021. Since its implementation, Cancer Research UK:
- Now has access to more comprehensive mapping functionality. From pecuniary gifts through to specific gifts such as pieces of jewellery and entire art collections, the charity can now input gift information on multiple layers
- Fully utilises the Life Interest module, which supports generational mapping and ensures that gifts awarded on condition of spouse and/or children passing beforehand do not get overlooked – even decades after the initial notification
- Has used FirstClass to provide the strategic and tactical structure required to track and manage thousands of live cases, all of which differ in complexity and attract different timescales
- Inputs, stores and tracks every piece of communication, regardless of medium, via a simple-to-use scan and upload function
- Carries out regular reviews as a result of FirstClass’s built in review function, which automatically makes sure all users have everything they need from the preceding step before allowing them to progress to the next one
- Uses FirstClass’s reporting features to support board level forecasting and projection activity
- Can distribute and allocate gifts based on the split set out in the giftor’s will; for example, if there are multiple areas of cancer that the legator wishes to support, the legacies team can use FirstClass to ensure that the correct sum of money is restricted and allocated to the correct department.
When you’re managing legacies, it’s not just the income that matters - it’s the commitments, too. Future solicitor fees, surveyor costs, maintenance charges, promised funds to branches… they all add up, and they all need to be tracked somewhere sensible. That’s exactly where Legacy Budgets steps in. What Legacy Budgets Actually Do Legacy Budgets lets you record a budgeted amount for any planned or upcoming expenditure linked to a legacy. It could be professional fees, ongoing maintenance, or even funds earmarked for a specific centre or project. Many charities track this in their finance system, but having it visible within the legacy record itself gives you context you don’t get anywhere else. Why It’s Worth Using Think of it as a financial snapshot that sits right alongside the case details. It’s simple, but it’s powerful, and helps you: See what’s been committed before invoices arrive Keep teams aligned on expected spend Avoid surprises later in the process Maintain a clearer picture of each legacy’s net value The Legacy Budget Browser: Your Overview at a Glance If you want to see all budgets in one place, the Legacy Budget Browser is your new best friend. It shows: Current budgeted amounts Amounts already spent Remaining balance Related legator, legacy, and payee details It’s ideal when you’re not sure which legacy a budget belongs to, when you want to see everything linked to a particular payee, or when you need quick reporting using selections. To access it: From the Home window, click Browse or press Ctrl + B Double‑click Legacy Budget Browser Apply your filters using Selections and hit Apply Selections How to Switch It On Legacy Budgets isn’t enabled by default. To activate it, set the ShowLegacyBudgets system parameter to Yes in the Maintain System Parameters window, then restart the system. If you’d like budget information to appear in additional grids, we are only too happy to help configure that. Where You’ll Find It Once enabled, you’ll see a Budgets tab on both the Legator and Legacy windows - making it easy to view, add, and manage budgets right where you need them.
We’re officially counting down to the ILM Annual Conference on 8 May at 133 Houndsditch, London. It’s always one of the best days in the legacy calendar - a chance to reconnect in person with friends and colleagues across the sector, soak up engaging speaker sessions, spark new ideas, and celebrate the incredible work happening in legacies at the ILM Awards. What's New The FirstClass team will be on hand to share the latest on how FirstClass is evolving, with the launch of the first iteration of FirstClass 5 Essentials coming very soon. We’ll also be unveiling a couple of new services we’re delighted to introduce, including Data Cleansing and RCS Business Messaging - the natural successor to SMS. Data Cleansing For charities and non‑profits, supporter data is the backbone of effective legacy giving. Yet while nearly half of organisations want to use insights to improve services, more than half are held back by CRM challenges. Poor‑quality data can have serious consequences - from losing touch with potential legacy supporters to missing opportunities for deeper engagement, and even risking compliance issues. That’s where our Data Cleansing service comes in. We help charities restore confidence in their supporter information by improving the quality of addresses, emails, and phone numbers. The result is cleaner, compliant, and more reliable data that strengthens legacy communications and ensures every supporter feels valued and connected. RCS Business Messaging Charities are experiencing a major shift. Supporters now expect digital‑first, mobile‑first communication - they want interactions 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. RCS delivers on‑brand, secure, and interactive messages straight to the place that matters most - your supporters’ phones. Unlike SMS, RCS allows content‑rich, multimedia, and interactive messaging, helping charities build stronger, more personal connections with legacy supporters. And the results speak for themselves: up to three times higher engagement than SMS, read rates of 60–80%, and adoption by hundreds of leading brands. RCS is redefining how charities nurture relationships and inspire legacy giving. ILM Awards As always, a big highlight of the conference is celebrating excellence across the legacy sector, and we’re looking forward to cheering on all the ILM members who’ve been nominated. Good luck to all the nominees - we’re excited to celebrate your achievements and hear about the great work happening across the sector. Make sure to drop by on the day to hear how FirstClass is now delivering even more for its clients, and in the meantime, you can view the complete list of speakers and topics for the day at the ILM Annual Conference website .
At FirstClass, we’ve always believed our product should grow with the charities and non-profits who use it. Your input has shaped the way we build, and now we want to take that collaboration one step further. Monthly Check-in Calls We’re introducing monthly check‑in calls - an open forum where you can drop in, chat with the team and other customers, and explore anything to do with the product. No agenda, no pressure. Just space for conversation, questions, and shared ideas. These sessions give you the chance to: Share your priorities and help shape how we address different aspects of the system Stay informed on technical updates, including external systems like SQL or Outlook What’s new across our Team, billing, and the wider company See functionality demonstrated live - if you’re unsure how something works, we’ll show you Updates on features and fixes in the latest releases Ask questions on any part of the system Whether you join for five minutes or stay for the full hour, this is your space to connect with us. It’s a chance to explore challenges together, share experiences, and help shape a product that truly works for charities. We’ll host these sessions monthly on Microsoft Teams, giving you regular opportunities to drop in and join the conversation. Join our team for open, honest discussions that help us learn, improve, and grow alongside you. The next session is on Thursday, 21 st May at 10:45, you can sign up using the Save the Date button below.
