Compassion UK is an international Christian child development and child advocacy ministry that collects and distributes donations from sponsors to help children in poverty. The charity allows donors to receive direct communication from the children they are sponsoring, enabling sponsors and children to develop vital emotional bonds. The organization seeks to control costs to ensure that it can maximize the aid it provides to children. An important part of this goal is to make interactions with sponsors as efficient, informative, and relevant as possible.
Compassion UK used an in-house database to manage communications with supporters. Although this system was adequate for tracking accounts, it did not enable more sophisticated communications. Staff members needed to consult numerous disparate information sources to attempt to understand a supporter’s complete history and relationship with the charity, and they often lacked comprehensive insight into past interactions.
To attract new supporters and improve communications with existing ones, Compassion UK selected Oracle RightNow CX Cloud Service solutions to provide staff with comprehensive insight into past interactions. The solution enables Compassion UK’s service staff to quickly understand history and preferences when talking to supporters. The organization’s marketing department also relies on the platform to share intelligence and align its business efforts across different departments in the charity, resulting in targeted, personalized communications with supporters. In the first year alone, the charity saved approximately US$377,000 with the new solution.
Compassion UK implemented its Oracle RightNow CX Cloud Service environment in multiple phases. The charity first deployed Oracle RightNow CX Cloud Service self-service tools to enable supporters to answer their own questions using intelligent, dynamic help pages, while preparing agents with the knowledge foundation to troubleshoot issues when customers requested assistance.
Today, Compassion UK has fully implemented Oracle RightNow CX Cloud Service to serve as its single unified system for logging and monitoring all sponsor interactions through its contact center, including traditional mail, e-mail, and phone calls. Compassion UK’s Oracle RightNow CX Cloud Service environment includes Oracle RightNow Chat Cloud Service which provides automatic pop-up windows offering chat guidance to site visitors. The charity’s environment also includes Oracle RightNow Social Monitor Cloud Service, which the charity uses to track social networking sites for Compassion UK mentions.