Response Managment 

How it works 

We receive donations from all forms of giving – from post, inserts, door drops and online to telephone and donation platforms. Whatever the source – each donation is treated with the high level of diligence and care it deserves.

Gift Aid Claims

Many clients choose us to process their Gift Aid claims with HMRC at regular intervals.  We also undertake stand-alone projects to check Gift Aid status with existing supporters including outbound telephone campaigns and direct mailings.  Oral Gift Aid confirmations from supporters are always backed up with written declarations.

Inbound Telephone

We take inbound telephone calls and donations, this service can either be on a regular basis or to help manage peak times.  Staff undergo training and familiarisation with your charity’s work to help with taking donations and dealing with queries.  We pride ourselves on providing a bespoke and personal service, and over time supporters get to know our team and often ask for them by name.

Cheques & Cash

Despite the digital age, many supporters still trust and choose to donate by sending cheques and occasionally cash through the post. When received these are batched, counted and tallied with the amounts stated on donation slips and reconciled. Any discrepancies found are highlighted and queried with the supporter.  Cheques and cash are directly banked into your nominated bank account using G4S transfer.

Credit Card

We process credit card payments via your chosen gateway provider with compliance checks in place. Once payments are made all financial details are redacted before records are scanned for HMRC compliance.

Thanking

By linking our response management department with workflows in our print and direct mail department, we regularly thank and welcome our client’s supporters.  Weekly data runs are created within our workflow system to trigger efficient thanking, that can be agile and create a positive connection within the supporter journey.

Returns

Returns to appeals are recorded, i.e. not known at this address, gone-away, deceased. White mail is also included and can be responded to appropriately. Once recorded, physical returns are securely deposed of within our facility.

We can also run external suppression files to help verify gone-away data for example NCOA and Morta-screen.

 

Direct Debits, Regular & Online Giving

We manage the set up and reconciliation of new and existing direct debits and regular gifts received. CAF and Stewardship vouchers and online giving portals (Just Giving, Stripe, PayPal etc) can also be reconciled.