Lack of Sophisticated Communication
Saving Moses’ fundraising program focuses heavily on new donors calling in response to program needs and ongoing donor support. To achieve their lofty fundraising goals, Saving Moses was looking to employ a sophisticated donor segmentation and communication strategy. This strategy would help effectively target communication to its donor base for continued retention.
With Saving Moses ready to take their communication strategy to the next level, the next step was to control their database and donor information so that messaging could be better targeted. That meant changing CRM systems with the additional challenge of searching for a new call center to serve their fundraising needs.
Saving Moses turned to Marketing Support Network (MSN) and Virtuous for a full-scale solution that would enable them to have ownership of their database as well as a more targeted, segmented marketing strategy to increase supporter generosity.
To ensure that the call center and CRM would successfully launch simultaneously took coordination and communication between MSN and Virtuous. It was a priority that Saving Moses have an easy transition and ensure they had the cleanest data possible. Additionally, the call center had to be ready alongside Virtuous so that no donor data was placed into the old system by their former vendor.
How We Helped
Clearer Insights, Greater Impact
Through a collaborative effort, MSN and Virtuous spent meaningful time helping their team train and understand the new system. MSN helped Saving Moses understand and implement new scripting and system set-up for the call center. That way, once the CRM was ready, all major components could transition and launch on the same day.
Since July 2021, MSN has taken over 2,000 calls with 51% of callers making a donation! MSN attributes 20% of calls updating donations, addresses, or answering questions, and 9% with prayer requests.
“This year, we went through a major operations shift which involved converting to Virtuous. We also had to change our call center and decided to go with MSN”, says Heidi Cortez, Director of Operations.
“MSN made our lives easy during a difficult time of conversion. They required very little to learn our systems, brand, and processes. They walked through the implementation process with Virtuous so everyone was on the same page. Since deployment, MSN has helped manage our callers in an organized and efficient manner using the Virtuous system and represent us well.”