CauseView Increases Oxfam Donations with Cloud-Based Workflow Process for Expiring Credit Cards
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
CauseView Increases Oxfam Donations with Cloud-Based Workflow Process for Expiring Credit Cards Using Cloud computing and recurring donations management technology - problematic credit card transactions are no longer a time consuming and revenue losing task for nonprofit organizations. A Case Study / White Paper by: Ian Hayes Breakeven Inc. October, 2011
CauseView Improves Oxfam Canada Credit Card Donation Process
Copyright © 2011 Breakeven Inc.
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior
permission of the copyright owners.
All other brand, company, and product names are used for identification
purposes only and may be trademarks that are the sole property of their
respective owners.
Document Title: CauseView Increases Oxfam Donations with Cloud-Based
Workflow Process for Expiring Credit Cards
Published by: Breakeven Inc. October, 2011
Any comments relating to the material contained in this document may be
submitted to:
Breakeven Inc.
7100 Woodbine Avenue
Suite 313
Markham, ON L3R 5J2
Canada
or by email to:
info@breakeveninc.com
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 2CauseView Improves Oxfam Canada Credit Card Donation Process
Table of Contents
Executive Summary …. 4
The Time is Right - Cloud Computing for Nonprofit
Organizations …. 5
The Oxfam Canada Challenge - Problematic and Expiring
Credit Cards …. 7
The Oxfam Canada Solution - CauseView Recurring
Donations Credit Card Management …. 9
The Results - A 20% Response Rate Within 36 Hours …. 14
About the Author …. 16
About Breakeven Inc. and Salesforce.com …. 16
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 3CauseView Improves Oxfam Canada Credit Card Donation Process
Executive Summary
The majority of Oxfam Canada’s individual donation revenue comes from a
“CauseView, by
recurring donation program known as SharePlan, a pre-authorized gift giving
Breakeven Inc. program.
exceeded Oxfam’s
objectives in a With the success of the SharePlan program there are a large number of
simple, efficient recurring monthly credit card donors and the associated challenges to stay on
top of managing problematic credit cards, such as determining when credit
and effective
cards will expiry, notifying donors of their expired cards, and updating the new
manner.” expiry dates to their online payment gateway.
Breakeven Inc. was engaged to solve the Oxfam Canada expiring credit card
problem and designed, implemented and delivered CauseView Connect and
Salesforce.com recurring donations credit card management system in just 5
business days.
Oxfam Canada was able to kick-off the implementation with a recurring
donation SharePlan campaign specifically targeted at donors who have
expired credit cards.
The campaign was conducted on 434 expired credit card records. After the
434 donors were notified via email that their credit cards were up for expiry
(see figure 2), Oxfam was thrilled with the 20% response rate they received in
the first 36 hours and the $34,480 increase in annualized revenue that
resulted from this campaign.
Oxfam Canada administrative staff are now able to better manage the
recurring donation process, generate reports, easily identify and re-engage
lapsed donors and provide a simple workflow process to secure credit card
renewals, declined payments and other forms of problematic credit card
transactions.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 4CauseView Improves Oxfam Canada Credit Card Donation Process
The Time is Right – Cloud Computing for
Nonprofits
IDC, a leading independent technology analyst organization,
With Cloud computing … states that the rise of Cloud computing has the potential to be among
nonprofits can focus the most transformative developments in the world of information
technology in the last 20 years (1).
entirely on their mission
with lower costs, lower One of the leading proponents of Cloud computing is
Salesforce.com and their Force.com platform, enabling client
risks and faster results.
applications to be easily transitioned from a traditional IT
infrastructure into a Cloud computing environment.
Among the thousands of clients who are migrating applications
to the Salesforce.com and Force.com Cloud, are thousands of
nonprofit organizations who are quick to see the immediate ROI
benefits of Cloud computing - no software to install, or hardware to
maintain - so they can focus entirely on fundraising and mission
management with lower costs, lower risks and faster results.
Another significant reason nonprofit organizations are migrating
to the Cloud and using Salesforce.com and the Force.com platforms,
is because of the generous support of The Salesforce.com
Foundation.
The Salesforce.com Foundation provides nonprofit organizations
with gratis product donations for the initial 10 licenses, and then
steep discounts on all future licenses and products, with their
objective to fuel the easy transformation of applications to the Cloud.
Breakeven Inc. and its powerful CauseView fundraising
management solution for nonprofit organizations, is a leading
Salesforce.com Foundation partner.
CauseView makes the donor management process simple,
efficient and effective, and can be easily configured to meet the
fundraising and CRM needs of any type of nonprofit organization.
Breakeven Inc. assists with the application for Salesforce.com
Foundation licenses, and easily leverages the Salesforce.com and
Force.com Cloud computing platforms, adding the extra donor
management process specifically required by nonprofit
organizations.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 5CauseView Improves Oxfam Canada Credit Card Donation Process
CauseView is a secure bridge platform and can easily sync with
fundraising Web sites and microsites, client databases, transactional
information and various payment gateways. This allows the instant
processing of incoming donations, even allocating payments
between different funds, sharing donor and volunteer information
between databases, as well as a host of other donor activities, all
designed to efficiently build lasting donor relationships.
In this Case Study / White Paper we’ll discuss an application of
CauseView Connect and Salesforce.com implemented for Oxfam
Canada that helped them successfully address the difficulties that
the organization have in managing problematic and expiring credit
card transactions.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 6CauseView Improves Oxfam Canada Credit Card Donation Process
The Oxfam Canada Challenge – Problematic
and Expiring Credit Cards
Oxfam is a global humanitarian, development and campaigning
“Expiring credit cards
organization working with others to overcome poverty and suffering.
accounts for a large Oxfam Canada is a member of Oxfam, a confederation of 15 national
amount of revenue loss Oxfam’s around the world.
each month for Oxfam Oxfam works in response to humanitarian needs regardless of
Canada.”. race or creed in 98 countries. Together, Oxfam raises over $350
million annually. Oxfam Canada believes Canadians and other
citizens of the world can end poverty and injustice by working
together in solidarity to assert their basic human rights.
A large percentage of Oxfam Canada’s $23.5 million annual
revenue comes from individual donations from the management of
numerous fundraising initiatives and campaigns.
The majority of Oxfam Canada’s individual donation revenue
comes from a recurring donation program known as SharePlan, a
pre-authorized giving program.
With the success of the SharePlan program comes a large
number of recurring donors and the challenges to stay on top of
knowing when credit cards were coming up for expiry, notifying
donors of their expired cards, and updating the new expiry dates to
their online payment gateway.
Handling the large volume of expiring credit cards each month
represented a large amount of revenue loss for Oxfam Canada, even
though internal staff managed a manual renewal process. The
manual process is time consuming and it interferes with other
campaign gift giving, the donation cycle and the flow of funds for
nonprofit organizations.
It is estimated in the nonprofit sector that 6-8% of all recurring
payments will fail at most nonprofit organizations. This is mainly
because of expiring and declined credit cards, and a lack of an
automated process to properly manage recurring donations.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 7CauseView Improves Oxfam Canada Credit Card Donation Process
Oxfam Canada contacted Breakeven Inc. to develop a Cloud
computing workflow solution to alleviate this problem, and to help
reduce manual costs, better manage the expiring credit card process
and in turn, capture more revenue.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 8CauseView Improves Oxfam Canada Credit Card Donation Process
The Oxfam Canada Solution – CauseView
Recurring Donations Credit Card Management
The Breakeven Inc. solution to solve the Oxfam Canada expiring
“Provide donors with the
credit card problem was to design, implement and deliver
ability to submit their CauseView Connect and Salesforce.com recurring donations credit
updated credit card card management system in just 5 business days.
details online.” The goal for Oxfam Canada was to put in place an end-to-end
process to effectively manage expiring and problematic credit cards
in a secure transaction environment, along with an easy-to-use
workflow process, so non-technical staff, volunteers and donors
could easily access and monitor the system.
CauseView Connect and Saleforce.com are 100% Cloud
computing based. This means that there is no expensive hardware
to maintain, no software to manage and upgrade, and no need for an
expensive in-house IT staff. Most importantly, CauseView Connect
is very secure. As a PCI compliant, SAS 70 Type II product,
CauseView Connect guarantees that all personal and financial
information of constituents and donors is fully protected at all times.
CauseView Connect has a series of features that make it easy to
automatically process recurring donations and membership
renewals, such as deploying automated workflows and email
communication templates to auto-notify donors when their credit
cards are up for expiry. Especially important is the feature that
CauseView Connect can directly embed any type of Web-form into a
variety of Web site pages including social media pages, such as a
Facebook fan page, and this would allow the consolidation of data
from all authorized information-gathering channels into a Salesforce
CRM.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 9CauseView Improves Oxfam Canada Credit Card Donation Process
Figure 1 – Simplified CauseView Connect Workflow
CauseView Connect acts like a fortified bridge, by securely
capturing data from the payment gateway, authorized social media
pages, or custom Web forms, data is transferred safely to the
Salesforce.com CRM. CauseView Connect ensures that information
is simultaneously protected and accessible to authorized users.
Upon implementation of the Salesforce.com license donated by
The Salesforce.com Foundation, Oxfam Canada would be able to
deploy a CauseView Connect Web-form to provide donors with the
ability to submit their updated credit card details online. The Web
form would be accessible via a link from an email notification
automatically sent out to the donor before the credit card expired.
(See figures 2 and 3 below)
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 10CauseView Improves Oxfam Canada Credit Card Donation Process
Figure 2 –
CauseView
Connect
Auto
generated
Email
Figure 3 – CauseView Connect Pre Populated Form Embedded into an
Oxfam Canada Web Page
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 11CauseView Improves Oxfam Canada Credit Card Donation Process
Additionally, CauseView can provide donors with the ability to
make up any missed payments within the credit card update form.
And if the donor has not responded to email notifications (which can
be scheduled for any frequency the client wants - Breakeven Inc.
recommends typical 30 days and 15 days reminders), it will
automatically notify internal staff. Similarly, if the donor has no email
address, internal administrative staff will automatically be notified.
It’s important to note that this same CauseView Connect and
Salesforce.com workflow process would work well with other forms
of membership and subscription based revenue models, as well as
other problematic credit card transactions such as declined
payments, lost or stolen cards, credit limit exceeded, etc.
Other CauseView Connect and Salesforce.com benefits to consider:
Other CauseView Solution Benefits
Flexible The solution is very flexible and very user-friendly,
Oxfam Canada administrators can simply add fields
to the Web forms, which will add more donor
relationship information to the Salesforce.com CRM
database. As the needs change, additional reports
and queries can be requested offering more details
about the donor’s preferences. The CauseView
Connect Solution is fast, efficient and simple for all
staff and constituents to use.
Donor Self Donors and constituents can contribute and interact
Service with their own data, creating a richer, more
informative donor relationship. By connecting
Oxfam Canada data to the Salesforce CRM, data
will always be current, clean, accessible, relevant,
and secure.
Secure In addition to the high level, PCI compliant
transaction security, there is all the administrator-
level access ID security one would expect for
properly dealing with the privacy of donor personal
and credit card information.
Works on all browsers, operating systems and
platforms so there are no compatibility problems.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 12CauseView Improves Oxfam Canada Credit Card Donation Process
Integration CauseView Connect uses an HTML platform & full
CSS styling for seamless integration and ease-of-
use
Attach Files Includes file attachments and advanced validations
Customized Automatically de-dupe records with customized
criteria
Workflow Integrate existing salesforce.com email templates
and automated workflows
Other Events Easily create event registration and RSVP forms,
& Forms newsletter sign-ups, order forms, questionnaires,
contact update forms, and donation forms
Full Data Access all types of data from your CauseView
Access Connect and Salesforce CRM, including custom
objects
.
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 13CauseView Improves Oxfam Canada Credit Card Donation Process
The Results – A 20% Response Rate within 36
Hours
After implementing the CauseView Connect and the
Salesforce.com recurring donation credit card management solution,
Oxfam Canada were able to kick off the project with a recurring
donation SharePlan campaign specifically targeted at donors who
have expired credit cards.
The campaign was conducted on 434 expired credit card
records. After the 434 donors were notified via email that their credit
cards were up for expiry (see figure 2), Oxfam was thrilled with the
20% response rate they received in the first 36 hours and the
$34,480 increase in annualized revenue that resulted from this
campaign.
Oxfam Canada administrative staff are now able to better
manage the recurring donation process, generate reports, easily
identify and re-engage lapsed donors and provide a simple workflow
process to secure credit card renewals, declined payments and other
forms of problematic credit card transactions.
Oxfam Canada Campaign results:
• 6
h
o
u
r
s
a
f
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 14CauseView Improves Oxfam Canada Credit Card Donation Process
• 6 hours after email notifications:
o 34 direct responses via CauseView Connect online
form totaling $1,130 of monthly revenue
o 8 make-up payments totaling $207.00
• 24 hours after email notifications:
o 57 direct responses via CauseView Connect online
form totaling $1,607.50 of monthly revenue
o 14 make-up payments totaling $529.50
• 36 hours after email notifications:
o 20% response rate from all donors
o 70 direct responses via CauseView Connect online
form
o 20 phone responses handled by internal staff
o 90 updates totaling $2,807.50 in monthly revenue
($33,690 annual revenue acquired)
o 19 make-up payments totaling $789.50
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 15CauseView Improves Oxfam Canada Credit Card Donation Process
About the Author
Ian Hayes, President & CEO, has extensive experience with
Cloud computing solutions, both as a customer and as a service
provider to organizations looking to implement this leading edge
technology.
Prior to starting Breakeven Inc., Ian was the VP of Professional
Services for the largest Salesforce.com consulting partner in
Canada. He worked with most of the major banks and a number of
other large companies to help them successfully deploy
Salesforce.com. It was there that Ian learned about the generous
donations The Salesforce.com Foundation offers to help NPO’s
manage their causes more effectively. It inspired him to start the
company and focus exclusively on this sector.
Ian has a strong passion for simplifying technology in order to
“Ian Hayes has extensive help organizations operate more efficiently and effectively. Ian’s work
experience with Cloud experience includes roles as the Managing Director of the Canadian
computing solutions and arm of a global media research software company, providing
analytics to their technology and consumer packaged goods clients.
Salesforce.com, both as
a customer and as a
.
service provider.”
About Breakeven Inc
Along with its industry partners and Salesforce.com, Breakeven Inc.
has spent years figuring out ways to make Cloud computing
accessible for a variety of nonprofit organizations. We believe that
NPOs make the world a better place, just as we believe that the
Cloud offers a progressive solution for data management across the
board.
Breakeven Inc. and its powerful CauseView fundraising
management solution for nonprofit organizations, is a leading
Salesforce.com Foundation partner.
Additional Resources:
http://www.causeview.com
http://appexchange.salesforce.com/listingDetail?listingId=a0N30
000003HpfREAS
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 16CauseView Improves Oxfam Canada Credit Card Donation Process
About Force.com Platform and AppExchange
Breakeven Inc.
Force.com is the trusted social enterprise platform for building
and running any employee app in the cloud. Force.com powers the
Salesforce CRM apps, the more than 200,000 custom apps used
by salesforce.com customers such as Japan Post, Kaiser
Permanente, KONE, and Sprint Nextel and the more than 1,200 ISV
apps built by partners such as BMC, FinancialForce.com and Fujitsu.
Enterprise apps built on the Force.com platform can be easily
distributed and marketed through the salesforce.com AppExchange
http://www.salesforce.com/appexchange/.
The salesforce.com social enterprise platform delivers the most
trusted and comprehensive cloud technologies for social, mobile and
open apps. It includes Force.com, the cloud platform for employee
apps, Heroku, the cloud platform for customer apps and
Database.com, the cloud database to integrate the social enterprise.
About The Salesforce.com Foundation
More than 10,000 nonprofits and higher education institutions of
all shapes and sizes are using Salesforce.com to take their
organization’s impact to a new level. The Salesforce.com Foundation
provides the organizations with product donations of the initial 10
licenses and steep discounts on all future licenses and products to
fuel this transformation.
Reference Source (1) Force.com Cloud Platform Drives Huge Time to
Market and Cost Savings - IDC White Paper - Sponsored
by:Salesforce.com, Randy Perry, Eric Hatcher, Robert P. Mahowald,
Stephen D. Hendrick, September 2009
www.breakeveninc.com A C a s e S t u d y/ W h i t e P a p e r P u b l i s h e d b y B r e a k e v e n In c . 17You can also read
