Response Management

What we do?

We understand donor management is an essential part of a charity’s backbone, this can often be time-consuming administrative work, taking staff away from actively fund raising and stifling growth. Our service provides complete support, which not only frees up time within the fundraising department but can make the practise of managing donations and responding to valued supporters more streamlined.

A Trusted Service

Responses from fund raising campaigns are received direct to Kingsline to ensure a streamlined and secure process. Responses can be donations, in bound phone calls, web responses, correspondence, whitemail, gone-aways and returns. Our team will work with you to set up all requirements for donation management including reporting and how data is fed back, either direct to your database or through regular feeds.

Donations

BRE’s are coded so that each specific campaign can be recorded prior to opening. The donations are physically opened, checked and sorted into four categories: cash, credit card, cheque and queries, all within a secure environment.

Cash and Cheques

This batched and counted separately, then tallied with the amounts stated on the donation slips and reconciled. Any discrepancies are then highlighted to the client and can be queried directly with the supporter. Cash and cheques are banked at an agreed frequency into your nominated bank account. Cash is banked directly into the client’s bank accounts through secure G4S collections and have secure office facilities to store cash if required.

Credit Card

We process credit card payments via a chosen gateway provider. We currently use a number of different solutions depending on client requirements, including Opayo, Stripe, Pay Pal, Braintree and Blue Fin, all sit within PCI compliance.

Direct Debits, Regular & Online Giving

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

Gift Aid Claims

Throughout the donation processing touchpoints we are focused that all Gift Aid claims are maximised and meet with financial regulations. We also manage Gift Aid claims independently, providing reports on quantity and value.

Reporting & SLAs

The detail and level of reporting is discussed and agreed during the set-up phase and is bespoke to requirements. We work to Service Level Agreements

(SLA) with all our donation management clients to ensure that expectations and requirements are met from both parties.

Inbound Telephone

We also take inbound telephone calls and donations, this service can either be on a regular basis or to help manage peak times. Our staff are experienced in taking calls from supporters and pride themselves in becoming part of your charity, with supporters often asking for them by name. During the set-up process agreed scripts and Q&As can be discussed to help with taking donations and dealing with queries.

Thanking

We undertake the thanking process for our clients which is typically mailed weekly. This can include a welcome pack for new supporters, a thank you to an existing supporter and direct debit information for new regular givers.

Returns

These are recorded with the reason why it was returned, i.e. not known at this address, gone-away, deceased. White mail is also included in this process and can be responded to appropriately. Once recorded, physical returns are securely disposed of within our facility.
We also run external suppression files to help verify gone away data for example NCOA and morta-screen. This is particularly useful if an active donor has moved
without informing the charity.

The Benefits

Increase speed in which donations are processed and acknowledged.

Frees up time within the charity, enabling staff to focus more on growth and active fundraising rather than administrative tasks.

Helps to save administrative costs by outsourcing this element of work.

Can increase the number of ways in which donations can be made.

Creates a joined-up process in talking to supporters and helps cement an ongoing relationship with an integrated approach.

Continued and seamless support within an agreed SLA ensure there are no back logs and peak response times can be managed.