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.

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.

 

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.

When we set up with the new supplier, DDC CS 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.

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


  • 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.

  • 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.

  • 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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