Best Practices in Optimizing Member & Donor Engagement and Support

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1 Best Practices in Optimizing Member & Donor Engagement and Support June 2, 2011 RightNow Technologies, Inc.

2 Agenda and Presenters Welcome Industry Challenges Solution Overview Case Examples Question and Answer and Closing Todd Kyle Account Executive RightNow Chris Hoover Solutions Consultant RightNow

3 Industry Challenges RightNow Technologies, Inc.

4 Why Will People Support Your Cause? Social Influence: Friend, Co-Worker or Someone I know asked me to get involved Emotion: I was moved by someone's story Location: Where they work in the community or Group Health and Welfare: Family member or friend was affected

5 How can you Differentiate yourself? Constituents who have a great contact experience with an agency have a 3x GREATER TRUST Dave McClure, Gallup Poll PPS referenced at DGI Event (Dec 2009)

6 Opportunity for Non Profits Provide Superior Experiences Expand your reach Promote your cause Influence your target audience Increase Support

7 Solution Overview Chris Hoover, Solutions Consultant RightNow Technologies, Inc.

8 RightNow CX Web Mobile Self-Service Chat Management CX for Facebook Support Community Innovation Community Cloud Monitor Voice Experience Manager Dynamic Agent Desktop Customer Feedback Service Sales Marketing Analytics App Builder Knowledge Foundation Natural Language Search Mission Critical Operations

9 Case Examples Todd Kyle, Account Executive RightNow Technologies, Inc.

10 Nonprofit

11 Compassion Goals Deliver relevant and personalized communication to sponsors and the public to increase donations Ensure more of the funds raised are spent directly on supporting the mission of helping children by removing unnecessary technology and support costs Create a single view of multi-channel interactions to help customer service staff offer timely responses Attract new supporters and retain existing ones by effectively communicating with them Solutions Web Self Service, Chat Knowledge Foundation Cloud Monitor Results Increased retention of supporters worth $225,000 every year Cloud deployment reduced costs for setting up each new territory expansion by $112,000 Drove 13% increase in supporter numbers and income growth of 30% through the recession Developed a single system for logging and monitoring all sponsor interactions, including white mail, and phone calls, through the contact center

12 Focus on the Family Goals Leverage human and financial resources in order to have maximum positive impact on as many lives as possible Improve responsiveness to thousands of incoming s Drive constituents to lower-cost channels when appropriate Fully leverage the web as a medium for communications and relationship-building Solutions Web Self Service, Management Knowledge Foundation Results Tripled staff productivity 97% of constituents questions answered online response times reduced from 90 days to 72 hours $500,000+ in productivity savings in the first year

13 World Wildlife Fund (WWF) Goals Reduce the volume of inbound requests for information and donations Decrease staff needed to support inbound calls and requests Improve contact center operations Simplify donation and gift-ordering process Centrally manage requests memberships, donations, rewards, gift catalog requests being received from multiple avenues, placing a large strain on limited staff Solutions Web Self Service, Management Knowledge Foundation Results Decreased volume of inbound call requests based on improved public FAQ Reduced number of contact center staff to support WWF Streamlined contact center reporting process

14 ChildFund International Goals Build a public FAQ system for the ChildFund International website that is easy to use Track all inbound questions and populate the FAQ with the answers Reduce the time it takes for members to find answers to their questions Provide standardized messaging Improve agent performance Improve response times and engagement with donors and potential donors who were having difficulty getting answers to their questions about becoming involved in the organization Improve the consistency in the responses to donor questions Solutions Web Self Service, Portal Knowledge Foundation Results Establishment of a public FAQ system that promotes consistency, efficiency and allows for easy updating of information Reduced volume of inbound questions by 87 percent due to FAQ Allowed staff to make changes to the website and FAQ in real-time Simplified process of running reports and presenting information to board members Empowered members to easily manage their account via pass-through authentication

15 DonorsChoose Goals Keep customer service headcount and budget roughly the same while managing exponential program growth Provide effective support for teachers and donors while the site and program continuously evolve Reduce the heavily reliance on overstretched tech team to help create and maintain web support tools Improve web self-service to minimize costs and improve the customer experience Replace a core help resource: a text-heavy, static FAQ page which drove a high volume of customer inquiries easily answered by an FAQ Solutions Customer Portal Knowledge Foundation Results Seen Program growth 60% increase in donations to projects 60% increase in orders placed for funded projects 50% increase in projects submitted by teachers Help Center activity 190% increase in hits to the RightNow-hosted Help Center compared to the FAQ page last year 3% increase in inquiries

16 YMCA Minneapolis Goals Centralize customer service requests for 32 Minneapolis area YMCA locations Increase collaboration and information-sharing between 32 local YMCA sites Improve our member s experience and reduce costs Reduce paperwork, use of paper and costs for supplies Improve call tracking capabilities Centralize processes for all facilities in an effort to reduce costs, raise productivity and improve customer service Solutions Web Self Service, Portal Knowledge Foundation Results Helped centralize and strengthen management between 32 YMCA facilities in Minneapolis Implemented call tracking system which consolidated information to ensure the consistent delivery of responses to customer inquiries across all 32 YMCA facilities Improved customer service for YMCA members

17 Results - Empower Your Constituents Web self service Voice self service Social collaboration Reduce Income s 30-50% Improve Automated Phone Calls 10-30% Achieve Self-Service Rates of 85% or higher

18 Results - Empower Frontline Desktop Workflow Agent Scripting Guided Assistance Contextual Workspaces Smart Assistant Improvement in constituent satisfaction scores Improve net promoter score up to 70% Reduce call handle times 15-30% Improve first-call resolution rates 10% Reduce agent errors up to 90%

19 What are our Customers Saying? Despite the recession, we have grown our supporter numbers by 13 per cent in the last year, while income has grown by 30 per cent. RightNow is a big factor behind these increases because of the new ways it allows us to communicate with supporters. - COO, Compassion UK

20 Q&A and Closing RightNow Technologies, Inc.

21 Key Takeaways Improve Donor, Member, Supporter Experiences We can define the optimal customer experience, customize your deployment, and measure ongoing performance Help Supporters Find the Information they Need Whether a Constituent visits your website, calls, chats or s, ensure that they find the relevant information they need quickly. A positive experience strengthens supporter relations Raise More Funds Stay close to your supporters, run a targeted campaign, send thank you notes and track campaign effectiveness. Reduce IT Cost and Increase Efficiency Solves the problem of disconnected silos of data by consolidating all systems (spreadsheets, address books, etc) and Consolidates into a single solution. Personalize Communications Easily create and manage permission-based marketing campaigns and integrate with Microsoft Outlook Customized Reporting Immediate access to meaningful metrics, automatically ed to you or displayed in a graphical dashboard. RightNow helps Nonprofit organizations maximize donor, supporter and member experiences across web, social and contact center channels while reducing costs.

22 Resources Nonprofit Page on RightNow.com Nonprofit Communities Site 7a/summary Contact information Todd Kyle, Nonprofit Account Executive

23 Thank you!

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