Summary: The non-profit SOS Children’s Villages wanted to build an email welcome series for its’ supporters, but technical issues and cost had always gotten in the way. With Frakture’s help they are now following best practices in digital communications and able to immediately communicate with new supporters interested in their work.
Background: SOS Children’s Villages is the largest orphan and abandoned children’s charity in the world, they work in 135 countries, including four villages in the United States. Their fundraising program includes child sponsorships, monthly sustainers and one-time donors, each requiring a unique welcome series and ongoing messaging.
The Challenge: SOS didn’t have an email welcome journey set up for their new sponsors, sustainers, donors or prospects. They wanted to follow best practices in digital communications, but their systems required them to do a lot of manual work to make this happen. There was a crucial bridge missing between ROI Solutions, their database of record, and Engaging Networks, their email CRM. Every time they needed to send a new welcome series, it required significant human effort. So much effort in fact that organizationally they chose to not deploy a unique welcome series until the process could be automated.
|Options for Solving the Challenge:||PRO||CON|
|Do the process manually.||Can be done by current staff.||It’s a mind numbing and time consuming task, only 1 or 2 employees know how to deploy the messages and the number of segments makes it worse.|
|Build custom engineering.||Would be built into SOS’s infrastructure.||Expensive, takes a while to build and organization incurs code debt.|
|Change CRMs to one that has needed features.||Welcomes Series implementation would be automated.||SOS is invested in and likes their current systems, too expensive to change.|
|Automation and Data Warehousing with Frakture.||Cost effective, provides other benefits such as reporting dashboards, no additional fees when a system changes.||Takes time to implement, the automations are built into Frakture’s platform, and you’ll now want to add additional automations.|
Chosen Solution: SOS asked Frakture to build a bot to automate the syncing of data segments between ROI Solutions and Engaging Networks. Now there is complete end-to-end automation to implement SOS’s Welcome Series deployment. Every time a segment of people is added and updated in ROI, those new supporters are automatically sent to Engaging Networks and added to a their welcome series campaign.
The SOS team now has a fully automated process for deploying their four unique Welcome Series’. This saves SOS staff an average of 8 hours per week and will result in increased retention and revenue from their supporters being messaged immediately.
What’s next to Automate?
SOS has a big list of what they want to automate, but they have three immediate priorities:
- Sending emails when donations are declined.
- Automating an email series for sustainers and child sponsors whose credit cards are about to expire. Currently done manually.
- Increase personal touch points with their supporter community by creating automated engagement pieces for dates such as the donors birthday, the anniversary of their first gift, etc.