new client sales presentation storno enable & momentum
TRANSCRIPT
Cats Protection Telephone Fundraising Solutions
Presented by: Gemma Buckley
Date: December 2012
Introduction
• The Phone Room• About us • Culture, Ethos & Structure• Our Aims
• Our Products
• TPR Storno™• TPR Enable• TPR Momentmum
The Phone Room
About The Phone Room
• 15 years of telephone fundraising experience
• 1st telephone agency to register with the FRSB
• 1st agency to develop and use ‘conversational scripting’ to harness a more tailored approach with donors
• 1st and only telephone agency to have a live feed of results on the internet
• The only telephone agency providing external, in-house and virtual calling solutions
Culture, Ethos & Structure
Professional
Transparent
Flexible
Human
Experienced
CreativeSuccessful
At The Phone Room we operate a culture based on honesty, professionalism and integrity, thus building lasting relationships with our staff, clients and our client’s supporters:
Our Aims
We develop fundraising solutions which aim to:
• Build on the relationships and loyalty that exists between you and your supporters
• Develop deeper long term relationships with your donors
• Provide donors with a greater understanding of your work and a sense of personal commitment to it
• Inspire people to want to give to you
• Secure long term regular giving with minimal attrition
• Enhance and compliment other fundraising and communications
Our Services
RecruitmentDevelopmentRetentionB2B
FlexibleGuide or ScriptCreative
Follow up & conversionFulfilment
BrandedPromptProfessional
Standard BespokeFlexibleAccessible
Advice, LifestyleCleaning & tracing
Our Clients
On-line LIVE results
TPR Storno™
What is Storno™
• Storno™ is a specific form of donor recovery for lapsed regular supporters
• It utilizes banking codes with a specific timetable of communication
• Produced with a structured programme of service, donor care and fundraising calls over a 12 month period
How does it work?
Professional
Transparent
Flexible
Human
Experienced
Creative
Successful
• Ongoing rolling programme
• Automated monthly data feeds
• Bank codes – to determine the reason for the cancellation and communication path
• ‘Coin sorter’ data transfer
• Service call to reactivate
• Live website result tracking
• Donor care call – two months after service call with an option to upgrade (depending on the cancellation reason)
How does it work - cont
Service Call
Recovery
Error Decision Dispute
2 months after service call
Upgrade callUpgrade call
9 months after service call
Upgrade callUpgrade call
2 months after service call
6 months after service call
Upgrade callUpgrade call
Upgrade call Donor Care Donor CareDonor Care
2 months after service call
6 - 9 months after service call
Storno™ Summary
• TPR Storno™ is a specific form of donor recovery for lapsed regular supporters
• Produced with a structured programme of service, donor care and fundraising calls over a 12 month period
• Recover over 30% of your lapsed regular donors
• Upgrade & donor care calls included in your package
• Builds stronger supporter relationships
• Proven to minimise attrition
TPR Momentum
What is TPR Momentum?
• Multi-channel donor acquisition programme
• Developed in the USA by John Hoffman and currently running in Europe with our sister company The Fundraising Company
• The detail is in the process – this process is more intelligent than traditional member-get-member programmes
• Suitable for non financial givers – volunteers, event participants
• This is a licensed programme, exclusive to The Phone Room
What does TPR Momentum do?
Professional
Transparent
Flexible
Human
Experienced
Creative
Successful• Builds a positive relationship with your existing activists /
donors – with a non financial ask
• Recruits a more committed ‘quality’ donor
• Helps minimise attrition
• Creates a network of supporters who can then take part in future TPR Momentum programmes
How it works
There are two stages to the TPR Momentum programme
Stage 1:
Current supporters are recruited to become Volunteer Supporters and encourage one-off giving from their own network of friends and family
Stage 2:
We develop TPR Momentum one-off donors to regular givers
Calling Team
recruit Supporter
Volunteers
Supporter Volunteer
packs despatched
1st class by TPR
Confirmation &
reminder calls made to
Supporter Volunteers
Reminder
letter sent to
Supporter Volunteer
Return packs
processed and
managed by TPR
Letter of appreciation sent
to Supporter Volunteers
and New Donors
Stage 2
Upgrade calls made
to New Donor
TPR
Momentum
Cycle
TPR set up calling system
Calling Data Supplied
How it works - Stage 1
How it works - Stage 2
YourSupporter
What do your supporters need to do?
1. Provide us with a list of the people they will be sending the ‘packs’ out to so that these can be personalised at TPR
2. Send the ‘packs’ out to their friends and family
3. Collect all the ‘packs’ back from their friends and family and return them to TPR
Unlike many other methods of supporter involvement, your supporters will only ever be asked to take part in
Friends and Family once – we aren’t selling raffle tickets!
What will you have to do?
• Essentially nothing – we do ask that you to keep your new donors in an ongoing donor development programme with regular communication and updates on your work
• Clearly flag in your database the supporters that agree to take part in the scheme so that they are not included on future campaigns
• Sit back and leave the hard work to us
What do we have to do?
We look after everything for you
• Data Analysis – Cleaning and tracing
• Telephone calls
• Campaign and database management
• All process elements
• Thanking
• Banking
Projections
The Phone Room are currently testing this programme in the UK
Based on the results produced in the USA and Europe, we are confident that the projected ROI is just over Year One
We are working with a number of organisations and expect initial UK results to be available in March 2013
TPR Momentum Summary
• TPR Momentum is a cost effective multi-channel acquisition campaign
• This is not another member-get-member scheme
• This is a licensed programme, exclusive to The Phone Room
This programme is designed to:
• Recruit new, more committed supporters
• Cement and build on the relationship with your existing supporters/donors
• Be campaign friendly in terms of other media, website, Facebook and Twitter
• Create a network of people who can take part in new Friends and Family programmes
The Phone RoomUnit 1, Watlington House
Watlington RoadOxford
OX4 6NF
The Phone Room
@thephoneroom
The Phone Room Web: www.phoneroom.co.uk
Email: [email protected]
Tel: +44 (0) 1865 713600
Fax: +44 (0) 1865 713601