Omni-channel engagement centre results in strengthened relationships and increased fundraising

NewVoiceMedia, a leading global provider of cloud contact centre solutions announced that the Canadian Cancer Society in Saskatchewan is using its ContactWorld technology to increase donations and engagement, further enabling its mission to eradicate cancer and improve the quality of life of those affected by it. Since deploying NewVoiceMedia’s solutions in February, the charity has created an omni-channel engagement centre to manage relationships with event participants, volunteers and survivors and increased donors’ charitable contributions by 40 percent — significantly exceeding its first year expectations.

By deploying ContactWorld with Salesforce integration for its engagement centre, the Saskatchewan Division of the Canadian Cancer Society not only increased event participants’ donations, but also effectively connected with key stakeholders to boost engagement. In fact, its signature event Relay for Life saw a 30 percent uplift in participation retention and a 70 percent increase in pledge numbers. Equipped with a wealth of information about past participants in Salesforce, agents were able to make personalised and engaging calls, increasing satisfaction and overall involvement.

“We wanted to emphasise the quality of relationships with participants, volunteers, donors and cancer survivors to reach more people with our support programmes and increase our fundraising”, said Catherine Moore, senior director of strategic engagement and platform development at Canadian Cancer Society, Saskatchewan Division. “NewVoiceMedia has been a game-changer for our organisation. Now we are better able to engage with people to increase the impact of our support, prevention and advocacy programmes”.

NewVoiceMedia’s seamless integration with Salesforce helps maximise data from past interactions and enables personalised and valuable conversations. With flexible dialing capabilities, the Saskatchewan Division of the Canadian Cancer Society’s agents can turn calls into connections and successfully target fundraising and event efforts. Furthermore, real-time dashboards and extensive reporting provide insights into engagement opportunities. With visibility into call volume, duration and success rates the Society reduced call queues and abandon rates, resulting in the ability to support other divisions and improve the overall service experience.

“We’re honored that NewVoiceMedia played a part in furthering the Saskatchewan Division of the Canadian Cancer Society’s mission to fund cancer research”, said Jonathan Gale, CEO at NewVoiceMedia. “Our solutions’ seamless integration with Salesforce, reporting capabilities and ability to scale, has helped the Society exceed its fundraising and participation expectations, while offering patients, donors and volunteers the best possible experience”.

NewVoiceMedia’s cloud contact centre technology easily leveraged the Canadian Cancer Society in Saskatchewan’s current telephony infrastructure, providing quick deployment and scalability. As one of the largest national charitable funders of cancer research, the Society chose NewVoiceMedia for its fast implementation process, powerful Salesforce integration and personal approach to understanding its engagement centre vision. Thanks to the power of technology, the Canadian Cancer Society in Saskatchewan has built an engagement centre that propels the organisation into the future and delivers meaningful customer connections that further its mission.