Connect Assist heads ActionAid’s supporter care review

ActionAid has been fighting poverty worldwide since 1972, working to end violence against women, hunger and poverty, and create education opportunities for everybody.

Logo Actionaid

After identifying the integral role the Supporter Care team plays within fundraising, ActionAid engaged us as consultants to support the review and redevelopment of its supporter care services, as part of its goal to increase supporters by 20% to 180,000.

As part of our consultant services, we led the review into ActionAid’s supporter communications, in a bid to increase its income by 39% by 2017. This included developing its supporter care development strategy and creating plans to implement multi-channel services and integrated online services.

This will ensure that the anti-poverty charity can connect more effectively with its supporters, harnessing platforms such as online communications, SMS and live web-chat.

The review highlighted the need for Action Aid to update and improve the delivery of its Supporter Care services and over the 35 days, our consultancy work helped them to develop plans to deliver a flexible, highly agile and responsive service to manage their supporters’ needs.

Charities must care for their supporters and keep them informed about their activities – but against a backdrop of increasingly tight budgets, this can be difficult. Yet, by communicating with donors through platforms like SMS and social media, they can reduce their costs, while maintaining a high impact.

Connect Assist provides multi-channel helplines and digital services to over 35 charities and public sector organisations. To find out more about how our consultancy services can help your organisation, please click here.

Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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