Telebank utilised its bespoke and personalised services to provide a well-known Animal Charity with flexible and personalised thanking, supporting around 80,000 responses a year.
Background
An animal charity required a supplier who were able to deliver bespoke, efficient, and cost-effective response handling solutions for their fundraising activities. The charity’s appeals, such as legacies and sponsorship, required flexible data capture techniques and personalised thanking. They needed a supplier that could support their adaptable needs based on supporter prompts with a robust and efficient solution to provide large volumes of postal responses.
Solution
Telebank were able to identify the charity’s key needs and expectations and delivered these solutions:
- Streamlined data capture, thanking and fulfilment process
- Bespoke online reporting system which enabled the charity to access real time reporting 24/7
- Creation of bespoke data sets, adapted to the charity’s requirements, providing a streamlined importing process
- Set up date triggered data sets to enhance the importing process
- Thanking and literature materials personalised and dispatched within 24 hours after banking
Results
The charity now has the support of a robust, flexible and reliable response handling service, offering encouragement with changes to campaign creatives, engagement pieces and supporter prompts.
The results of Telebank working alongside the charity are:
- Streamlined internal procedures
- Faster response times
- 72-hour turnaround time from receipt of post to thanking supporters
- Greater supporter satisfaction analysed from supporter feedback through inbound calls
- Significantly saved costs around the thanking and importing process
- Receive a bespoke data import, which reduced data issues and streamlined the importing process
- Enhanced productivity
Telebank’s ethos is built around delivering excellent customer service. From our partnership we have created a shared vision and mission to support the charity’s key needs, implementing new services alongside development of a new supporter journey.
We believe that an efficient supporter journey is vital to continue to grow and develop charity and supporter relationships.
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Services Delivered
- Data capture, thanking and fulfilment
- Bespoke online reporting system
- Thanking and personalised literature materials
