Canadian Cancer Society Increases Fundraising with NewVoiceMedia's Cloud Contact Center Technology
November 21, 2014
The season of giving is upon us. Now more than ever we find ourselves reflecting on things we are thankful for, and hopefully, seeking ways we can spread cheer and help to others.
To help in its mission to eradicate cancer and improve the quality of life of those affected by it, The Canadian Cancer Society Saskatchewan Division partnered with cloud contact center solutions provider NewVoiceMedia (News - Alert) in hopes to raise donations, strengthen relationships and maximize agent interactions.
Back in February, it leveraged NewVoiceMedia's ContactWorld technology with Salesforce integration and created an omni-channel engagement center and since deployment, has seen an increase in charitable contribution by 40 percent – which has already exceeded its first year expectations.
As an example, it says the Relay for Life event saw a 30 percent increase in participation retention and a 70 percent increase in pledge numbers thanks to agents having key information at their fingertips. Data on past donors made it possible to make for engaged and targeted outreach calls and helped improved the outcome.
Also, thanks to better visibility of call volumes, call duration time and success rates, the Society was able to act on the data and reduce call queues, improve the service experience and even find time to offer support to other divisions.
"We wanted to emphasize the quality of relationships with participants, volunteers, donors and cancer survivors to reach more people with our support programs and increase our fundraising," said Catherine Moore, senior director of strategic engagement and platform development at Canadian Cancer Society, Saskatchewan Division.
Edited by Maurice Nagle
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