The client

Christian Aid is a Christian organisation that insists the world can and must be swiftly changed to one where everyone can live a full life, free from poverty. They work globally for profound change that eradicates the causes of poverty, striving to achieve equality, dignity and freedom for all, regardless of faith or nationality. They are part of a wider movement for social justice. Provide urgent, practical and effective assistance where the need is great, tackling the effects of poverty as well as its root causes.

Present Aid is Christian Aid’s virtual gift initiative. Supporters can purchase ‘gifts’ such as A Nanny Goat, A Home Safety Package, or A Floating Garden. The money will be restricted to the relevant fund, such as Agriculture and Livestock, or Training and Education. The donor receives a personalised card which they can give as a gift to friends or family. The card explains more about how their ‘gift’ will help people in developing countries.

To find out more about Present aid take a look at https://www.presentaid.org/

The challenge

DDC Charity Solutions (DDC CS) were already handling Christian Aid’s inbound donation line and response handling for campaign mailings when Christian Aid approached DDC CS to manage the Present Aid project. A full end-to-end solution was required so that Present Aid cards, for the virtual gift selection offered, could be printed and fulfilled for supporters who had placed postal, telephone, and online orders.

The flexibility and scalability of the operation at DDC CS means that we can scale up and down as required, an essential feature as Present Aid’s peak season occurs in the run up to the Christmas period.

The solution

With many years of experience working with a range of charity and non-for-profit clients, DDC CS fully understood the importance of ensuring that the Present Aid order process ran smoothly for supporters from order placement to order receipt.

DDC CS works with a trusted print partner in order to manage the full end-to-end process for Present Aid. This includes inbound order line call handling, online order import and working to agreed SLA turnaround times in order to ensure Present Aid orders are fulfilled and dispatched to supporters in a timely manner.

The benefits

  • A Strong Partnership - DDC CS and Christian Aid have a strong working relationship which means that there is an open forum between both parties to discuss how the Present Aid project is working. This enables us to make proactive suggestions, accept feedback, and work together should any problems arise in order to reach a swift resolution.
  • Brand Advocates - Working with our trusted print partner means that DDC CS are able to ensure the Present Aid cards are of the highest quality. This, in turn, helps build a positive donor experience for Christian Aid supporters and a higher repeat return rate to order their favourite Present Aid gifts.
  • The inbound order line DDC CS manage is staffed by dedicated agents who are able to handle the complete order process in addition to any wider queries which supporters may ask. Our agents are able to quickly build a positive rapport with supporters, such as advising them on available selections of card designs whilst making sure that the cards are personalised exactly how the supporter chooses.
  • Assured Compliance - A strong benefit of DDC CS handling the project is that we are able to make sure the Present Aid process, whilst being different from a typical donation, it is still fully compliant with guidelines surrounding Gift Aid and Opt-in/Opt-out communication preferences.

Summary

"Present Aid has always proven to be a difficult fulfilment project due to the complexities of the requirements requested by Christian Aid. This was down to already having a strong relationship with DDC and also their flexibility and commitment to ensuring we gave the supporters a better experience than they had previously received. We look forward to continuing our partnership with DDC.”

With the help of DDC we were able to simplify some of the processes and also identify gaps in the existing offering to our supporters.

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