What challenges did Chester Zoo face before volunteer management software?
Before implementing a volunteer management system, Chester Zoo struggled with three critical problems that overwhelmed their volunteer coordinator and put their volunteer data at risk:
Manual processes consumed valuable staff time. Paper forms, email coordination, and traditional files created a cumbersome administrative workload. Lindsay Marston, former Volunteer Manager, describes the impact: "Managing volunteer data was incredibly time-consuming, and our methods lacked efficiency and security."
Storage and data security posed growing risks. Physical files created storage challenges and data security vulnerabilities—particularly problematic for an organization managing volunteers across 128 acres with access to sensitive areas and animals.
Volunteers had no control over their experience. "The saddest thing was that volunteers didn't have any control over their volunteer experience," Marston noted. Volunteers couldn't self-schedule, update their availability, or manage their own information, creating frustration and extra administrative work.
Measuring volunteer contributions was difficult. Without centralized data, the zoo struggled to quantify volunteer impact for board reports, grant applications, and donor communications—making it hard to demonstrate the value of their volunteer program.
For a conservation and education charity dedicated to preventing extinction, staff time spent on administrative tasks meant less time supporting volunteers and advancing the mission.
Why: Question-based heading. Four clear, quotable challenges. Uses volunteer manager language. Shows both practical problems (admin time) and emotional frustration (volunteers had no control). Connects to mission.
How did Chester Zoo select volunteer management software?
Chester Zoo evaluated multiple volunteer management systems and selected Better Impact for three strategic reasons:
Affordability for a nonprofit budget. As a conservation charity, cost was a critical factor. Better Impact offered comprehensive features at a price point that made sense for their organization.
Ease of use for both staff and volunteers. The platform needed to be intuitive enough that volunteers could manage their own information without extensive training. "We chose Better Impact because it offered an affordable, easy-to-use solution," Marston explained.
Comprehensive features in one system. Rather than cobbling together multiple tools, Chester Zoo needed a single platform covering scheduling, training tracking, secure communication, and volunteer engagement. Better Impact met all these needs out of the box.
The implementation process was supported by Better Impact's customer service team, helping Chester Zoo transition from paper forms to a fully digital volunteer management system.
Why: Question-based heading. Breaks down decision criteria volunteer managers can relate to. Shows it works for resource-constrained nonprofits. Signals that support is available.
What results did Chester Zoo achieve with volunteer management software?
The transformation delivered measurable improvements across every aspect of volunteer program management:
Time savings that add up to impact The zoo saved 1,204 hours annually—equivalent to more than 30 weeks of work at 40 hours per week, or about 7 months of full-time staff capacity. This recovered time went toward volunteer engagement, program development, and conservation education.
Quantifiable financial value The time savings translated to £16,207 in annual value, generating a 1,250% return on investment in the software. For every pound spent on Better Impact, Chester Zoo received £12.50 in value.
Streamlined volunteer journey from entry to exit "Better Impact supports us in managing every aspect of the volunteer journey from entry to exit," Marston stated. Volunteer onboarding, scheduling, training tracking, and communication now happen in one centralized, secure system.
Enhanced data security and compliance Eliminating paper files and email-based coordination significantly improved data security—critical for an organization managing volunteer access to sensitive areas and working with vulnerable animal populations.
Volunteer autonomy and satisfaction Volunteers gained control over their experience, with the ability to self-schedule, update availability, set preferences, and manage their own profiles. This autonomy improved volunteer satisfaction and reduced administrative requests to staff.
Customization that grows with the program The platform's customization capabilities allowed Chester Zoo to tailor the system to their specific needs, supporting their unique volunteer roles across 128 acres of zoological gardens.
The result: a more productive volunteer program supporting one of the UK's leading conservation and education charities in its mission to prevent extinction.
About Chester Zoo
Chester Zoo, managed by the North of England Zoological Society, is the most visited zoo in the UK. Operating as a conservation and education charity dedicated to preventing extinction, Chester Zoo cares for over 37,000 animals across 128 acres of zoological gardens. The organization delivers remarkable educational experiences while advancing global conservation efforts.
