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Christian Aid Case Study

The Client:

Christian Aid is a Christian organisation that works with people of all faiths and none and insists the

world can and must be swiftly changed to one where everyone can live a full life, free from poverty. They

provide urgent, practical and effective assistance where need is great, tackling the effects of poverty as

well as its root causes.

The Challenge:

Christian Aid was already outsourcing their donation processing and response handling when their

existing contract was drawing to the end of its term, Christian Aid embarked on a tender process for a

new provider. DDC OS’ experience within the Charity sector led to a successful win of the bid for

providing financial and non-financial response handling and donation processing.

The Solution:

DDC OS handle inbound mail including financial and non-financial responses on behalf of Christian Aid.

The solution developed enables efficient and cost-effective management of a range of campaigns and

incorporates every aspect of response handling; receipt and sort, scanning, data capture, banking and

thanking and image hosting with dynamic reporting. An extension to the service offering for donation

handling is the provision of an inbound call line which provides real time credit card donation processing.

Christian Aid Week is the single biggest door-to-door collection in Britain and Ireland and during 2014

DDC OS handled 299,500 responses from this activity delivering accurate and valuable data in a timely


The Benefits:

– Cost efficient solution to manage the peaks and troughs of campaign responses, especially during

Christian Aid week which is one of the busiest periods of the year

– Donation processing time is more efficient, resulting in quicker response times to supporters and

donated funds being realised more quickly

– Outsourcing with DDC OS offers Christian Aid an extension to their supporter care team

– DDC OS offer a range of charity solutions which means Christian Aid are able to outsource their

requirements to a single provider


A strong working relationship has developed in the time that Christian Aid has been working with DDC

OS with Christian Aid seeing consistent results delivered across campaigns and Service Level Agreements

being achieved regularly. The core processing activities have been stabilised and our partnership is

growing from strength to strength allowing us to work together in adding next generation digital

solutions to our service portfolio.

The Client Said:

When we set up with the new supplier, DDC OS were not only able to meet our requirements, but also

able to suggest improvements to our processes. The dedicated team at DDC OS ensures that our briefs

are fully understood before they are implemented. This allows quick turnaround time of new campaigns

and emergency appeals.