Maidenhead, U.K.– Poverty-relief child-sponsorship agency, Compassion UK, has selected RightNow® Technologies (NASDAQ: RNOW), to help it boost its fundraising potential.  RightNow will enable the organisation to enhance its dialogue with existing donors in order to build closer relationships with them, as well as encourage recommendations to attract new supporters.

Compassion is a Christian not-for-profit organisation that operates more than 4000 projects in 24 developing countries.  These projects focus on the long term alleviation of poverty by providing healthcare, education, vocational training and social care to one million children.  It has 60,000 regular donors in the UK, all of whom require regular updates and information about the children they sponsor.

By deploying RightNow across all of its customer care channels, Compassion UK will have a single customer view of its sponsors. The single view will be of particular benefit to  Compassion UK’s supporter care centre agents as it will provide them with improved insight about sponsors as they call or email, for example, agents will be able to easily view which children they have sponsored and the projects in which they are interested. A history of the sponsor’s previous interactions will also be accessible, helping agents to engage in a knowledgeable and personalised dialogue.  

Knowledge gained from interactions with sponsors will also improve the customer experience for visitors to Compassion UK’s website. A knowledge foundation will provide online self-service capabilities that will be constantly updated based upon the most commonly sought information and by agents who may uncover new requests during phone or email interactions.

Richard Atterton, chief operating officer at Compassion UK, explains:  “Our growing fundraising base is good for the children we support, but it can make it difficult to maintain the close relationship with each of our supporters that we believe is essential if we are asking for their loyalty.  RightNow will help us to tackle this issue by ensuring that anyone in the organisation can speak to a donor on a personal level as sponsor details will be accessible by all.  Queries will no longer need to be passed between departments, that has the additional benefit of freeing up staff time that can be usefully deployed elsewhere.”         

The single customer view will be further enabled by RightNow as Compassion UK rolls out the second phase of its programme to marketing.  RightNow will enable Compassion UK to execute marketing email campaigns, measure response rates, as well as segment its database of donors so that communications can be tailored to individual preferences and information needs.

Compassion UK decided on RightNow following a six-way selection process.  Key criteria included: technical support and expertise, reliable and secure offering and a robust vendor with proven heritage.  Compassion UK also required a supplier that could offer an on-demand model to enable it to concentrate on its core function of fund raising and accelerate time-to benefit.

Atterton concludes:  “RightNow will help us serve our current donors to the best of our ability.  This should also generate new supporters as a result of recommendations from people who feel valued by our organisation.”

About Compassion
Compassion supports over a million children in 25 developing countries and through individual sponsors, provides them with the means to break out of the cycle of poverty.

Working exclusively through local churches, Compassion ensures there is financial integrity, long-term commitment and the opportunity for every child to hear and respond to the good news of Jesus Christ. The children may be of any or no faith, they are chosen purely on the basis of their need.

Compassion sponsorship costs just 60p a day ensures that the children have access to good nutrition, education, healthcare, social and emotional care and spiritual nurturing.

For more information:
Compassion UK, 01932 836490, info@compassionuk.org, www.compassionuk.org