Orchestra of St. Luke's deepens donor relations with Patron 360 solution

OSL's patron data lived across three systems, capturing different data like attendance and donations, with no automated way to reconcile them across a patron’s lifetime experience at OSL events. The team relied on manual ETL (extract, transform, load) processes and treated existing systems as a de facto source of truth, which only resolved ~60% of patron records accurately. This left staff with duplicate entries, missing histories, and fragmented profiles. 

For an organization where donor relationships are the core of the business model, that gap carried real consequences: a development officer walks into a major donor conversation with incomplete history, or a campaign targeted patrons with stale data. Standard CRM tools could not solve the problem: they were designed around transactional sales motions, and not the long-term, relationship-driven engagement that Orchestra of St. Luke’s depends on.

Invisible used Neuron, our data platform, to ingest and harmonize patron data from all three source systems, and apply LLM-based identity matching to build a unified golden record for each patron.

Initial data unification was delivered in less than 3 weeks, and the solution has increased identity match accuracy by ~10% compared to the previous system. A human-in-the-loop identity resolution workflow lets OSL staff review and approve record merges over time, building trust with users new to AI and ensuring data quality compounds rather than drifts.

The platform surfaces this unified data through a custom interface built for both marketing and development teams.

This enables:

• Patron 360: A unified donor profile consolidating ticketing, fundraising, and CRM data into a single view – lifetime value, event attendance, giving history, contact details. Development staff enter every donor conversation fully informed. They can export a patron card to carry to live events, enabling high-touch, personalized engagement on the floor.
• Patron List Builder: A structured query tool that lets marketing and development teams filter and segment the patron database by any combination of criteria, then export targeted lists for campaign outreach, donor cultivation, or event follow-up, replacing manual pulls and one-off data requests.
• Continuous Identity Resolution: An LLM-powered deduplication layer that merges patron records across systems with significantly higher accuracy than the organization's previous approach, backed by an ongoing review workflow that keeps data quality high as new records arrive. Every match is fully traceable, so staff can see exactly what data drove each decision.

Impact

• ~10% greater identity match accuracy: Invisible’s solutions caught 10% more cross-system customer matches than previous CRM solution
• ~3 weeks to initial data unification: Invisible was able to unify messy, unstructured data across systems in a fraction of time required by traditional ETL (extract, transform, load) processes and manual reconciliation
• Improved internal workflows that drove donations from previously unreachable patrons