Improving Operational Efficiency with a Single Customer View

After experiencing a rapid growth in donations, enquiries, supporters and engagement following high-profile media coverage, our charity client was faced with significant challenges in onboarding new donors and planning for their supporter journeys. Their main objective was to strengthen supporter growth and ensure that donation values could be properly attributed to the correct engagement – for example, donations made in direct response to a direct mail campaign or social media post, or proactively via a web search.

To begin, we cleansed the client’s data by removing goneaway and deceased records to ensure supporter data was clean, accurate and up-to-date. Then, our team worked alongside client stakeholders to combine all supporter records into a Single Customer View (SCV). This acts as a single source of truth, enabling the charity to understand the onboarding and journey of every supporter. In addition to having never completed a project of this scale and complexity before, the charity’s size, their rapid growth and several new starters mean that roles were not clearly established. As a result, we set clear guidelines and steps, acting as a trusted expert that provided guidance on roles and governance in addition to the Single Customer View implementation.

See how our Single Customer View allowed for a significant amount of donations to be receievd and correctly assigned.