Customer Snapshot: Guide Dog Association of NSW and ACT

Australian not-for-profit organization increases donations and strengthens donor relationships using Pivotal

The Guide Dog Association of New South Wales and the Australian Capital Territory works to enhance the independence of people who are blind or vision impaired through instruction and provision of free-of-charge personalized professional orientation and mobility services, such as guide dogs, long canes, and other mobility aids. As Guide Dogs relies completely on the financial generosity of individual donors, corporate sponsors, and service clubs to survive, it is imperative that it continually deliver a high quality of "customer" relationship management to build donor loyalty and increase retention.

Challenges

  • Build long-term customer relationships
  • Create awareness, preference, demand for products
  • Improve management of member data
  • Increase Customer Retention
  • Maximize opportunities

Results

  • 100% reduction in the time it takes to perform administrative activities such as cheque processing
  • Increased the value/number of donations by 10% in a very difficult year in which many competitor charities failed to meet their budgets
  • Reduced the time it takes to run queries from 24 hours to 5.6 seconds