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About Our Client
Our client is one of the UK's leading International Aid
charities, helping people in crisis both in the UK and
across the world. They are part of a global voluntary network, responding to conflicts, natural disasters and individual emergencies. The work they do enables vulnerable people to prepare for and withstand emergencies in their communities, and to recover and move on when the worst of it is over.
The Business Challenge
Funds are the lifeblood of any charity. Our client needs
to be able to react to unforeseen emergencies as well as
manage long-term aid projects, so it’s vital that funds are
readily available to be drawn upon at short notice.
Public perception is key to successful fundraising—particularly
for high profile charities— and it is vital that the charity’s
response handling processes can withstand scrutiny and be seen
to be responsibly managed. Donors need to be assured of the
charity’s ability to process money quickly and effectively,
secure in the knowledge that it will make a difference to the
causes they are championing.
Our client was struggling to maintain its high standards
of donation management for cold mailing programmes.
Relations with its outsourced response handling agency
were strained. There had been a breakdown in trust, due to
lack of clarity around procedures, poor service levels
and weak communication. The challenge was to quickly find
an experienced, reliable agency that could hit the ground
running and help get the campaigns back on track.
Our Solution
The Production House has established a reputation as a
specialist in response management, particularly within
the charity sector. Our client was impressed by the work
we undertake for charities such as WaterAid, Crisis and
World Villages for Children, and keen to benefit from
the same levels of service. A step by step
evaluation of our processes, underpinned by our
solid and reliable background and excellent references
gave our client confidence that we could be their ideal partner.
Progress
Once costs were agreed, we were awarded a test campaign.
With only 6 weeks until responses were due to start
coming in, we immediately assigned a project manager
and set up an implementation schedule. This detailed
plan laid out every action needed to successfully
manage each element of the fulfilment process, and
assigned responsibilities and timelines to each activity—from
set up of the payment gateway for credit card processing, to
banking procedures, to payment processing, stock management,
reporting and file outputs.
Once implementation was complete and the first campaign was
underway, project management conducted a comprehensive
hand-over to the Account Manager. Regular meetings were
diarised, and reports, daily email and telephone communication
ensured that our client was kept fully appraised of all relevant
activity.
Results
Our client was delighted with the proficient and comprehensive
way the project was approached and the seamless launch into a
new response handling campaign. A particular concern had been
communication and transparency, which had been an ongoing issue
with the previous suppliers. The regularity of status reporting
and the clarity and immediacy with which issues were identified
and addressed meant that our client had confidence in high levels
of customer satisfaction.
We agreed to service levels of 4 days from receipt of donation to
banking, data capture and thanking. Our achievement of these SLAs,
combined with the accuracy of our data processing, further
cemented our client’s decision that we would be the partner of
choice going forward.
The Production House is proud to have been awarded the full
Cold Mailing Response Handling contract for its client,
and anticipates fulfilling a total of over 80,000 responses
in the coming months.
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