Client case study: charity
Our client is the UK’s largest conservation charity, completing vital work across the UK. The charity has been established for 50 years and has its headquarters in the UK with regional offices in Wales, Northern Ireland and Scotland.
How we help
As part of our charity fulfilment services, we provide our client with sustainable packaging and cost-effective postage solutions to ensure that fulfilment aligns with both the budget and the values of the charity. We also provide year-on-year insights on elements such as the average number of items per order and return rates so that together we can find solutions to continually improve the supporter experience.
Having worked with the client for two decades we understand that its ‘customers’ are supporters and that it is not just about a single transaction but the full contribution and support of the charity from each person.
How we work
We won the work and have continued to work with the client through a tender process and have established a great relationship with dedicated account management at both sides.
We work to service-level agreements (SLAs) and KPIs and have weekly Teams meetings and annual reviews to ensure everything is operating at an optimal level. We also have customer services review training at peak seasons so staff can deliver the best possible service during these busier times.
Key results
Together we have built a long-standing relationship and a deep understanding of support needs and how we can provide optimal service. As is often common with the charity sector, this client experiences seasonal peaks and troughs. Our in-depth understanding of this and our agile services has enabled us to develop an effective way of working that focuses on intelligent forecasting and flexibility.
