How it works
We receive donations from all forms of giving - from post, inserts, door drops and online to telephone and donation platforms. Whatever the source, each donation is treated with the high level of diligence and care it deserves.
Response Management
Charity Response Management Services
A thanking and banking service that becomes an extension of your fundraising department, so your team can spend their time raising money rather than processing it.
Ask about response management
Why outsource it
Five things it changes for a fundraising team
Processing and managing donations in-house can be a time-consuming experience for all involved. Outsourcing allows staff to focus more on key fundraising activities.
- 01Helps create a supporter journey and develop positive relationships
- 02Increase speed of donations and acknowledgements
- 03Help increase the number of streams that donations are made
- 04Save on administrative costs
- 05Creates time and opportunities within charity fundraising
Our response management team pride themselves on becoming an extension to your fundraising department.
Their meticulous approach means that supporters receive a personal service and charity donation processing can be streamlined. Meet the team
The service in detail
Every way a supporter might give
Donations arrive in a dozen different forms. Each of these is handled inside our own facility, recorded, reconciled and fed back to your database.
Gift Aid claims
Many clients choose us to process their Gift Aid claims with HMRC at regular intervals. We also undertake stand-alone projects to check Gift Aid status with existing supporters including outbound telephone campaigns and direct mailings. Oral Gift Aid confirmations from supporters are always backed up with written declarations.
Inbound telephone
We take inbound telephone calls and donations, either on a regular basis or to help manage peak times. Staff undergo training and familiarisation with your charity’s work to help with taking donations and dealing with queries. We pride ourselves on providing a bespoke and personal service, and over time supporters get to know our team and often ask for them by name.
Cheques & cash
Despite the digital age, many supporters still trust and choose to donate by sending cheques and occasionally cash through the post. When received these are batched, counted and tallied with the amounts stated on donation slips and reconciled. Any discrepancies found are highlighted and queried with the supporter. Cheques and cash are directly banked into your nominated bank account using G4S transfer.
Credit card
We process credit card payments via your chosen gateway provider with compliance checks in place. Once payments are made all financial details are redacted before records are scanned for HMRC compliance.
Thanking
By linking our response management department with workflows in our print and direct mail department, we regularly thank and welcome our client’s supporters. Weekly data runs are created within our workflow system to trigger efficient thanking, that can be agile and create a positive connection within the supporter journey.
Returns
Returns to appeals are recorded, for example not known at this address, gone-away, deceased. White mail is also included and can be responded to appropriately. Once recorded, physical returns are securely disposed of within our facility. We can also run external suppression files to help verify gone-away data, for example NCOA and Morta-screen.
Direct debits, regular & online giving
We manage the set up and reconciliation of new and existing direct debits and regular gifts received. CAF and Stewardship vouchers and online giving portals (Just Giving, Stripe, PayPal etc) can also be reconciled.
Managed under SLA
Bespoke, because no two charities are the same
We understand every client is different, so we provide a tailor-made service depending on our client's needs, all underpinned with a bespoke Service Level Agreement, and completed with a full suite of reporting, physical banking, and thanking processes.
Read the case studyCase study
Response management in practice
Get in touch
Let's talk about your supporters
Tell us roughly how many donations you handle a month and how they arrive, and we will come back with a picture of what the service would look like for you.
Ask us a question
Ready to hand over the admin?
Donations processed, banked, thanked and reported on, so your fundraisers can get back to fundraising.