blackbaud net community for higher education institutions
DESCRIPTION
Hear firsthand from a customer how Clark University used the integrated online marketing and fundraising suite to: Automatically download online event registrations into a Raiser’s Edge batch, saving staff members thousands of hours previously spent manually importing data, grow online donations by segmenting emails and optimizing online giving forms, and use online gift entry forms to eliminate the need for phone-a-thon software and $60,000 in fees annuallyTRANSCRIPT
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BLACKBAUD NETCOMMUNITY
Case Study: Clark University
2Confidential and Proprietary Information
Clark University NetCommunity Case Study
Integration in Action
Question & Answer
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• A small research university with a major impact- Founded in 1887 as the first all-graduate institution in the country- Renowned liberal arts-based research university addressing social
and human imperatives on a global scale
• Francine Roller, Director of Advancement Services
• LaDona Fazio, Associate Director of Advancement Services
• RE client since 2007
• NetCommunity user since June 2010- Used Harris prior
CLARK UNIVERSITY
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• Evaluated many vendors and selected NetCommunity primarily for:
- Significant resource savings from integration with The Raiser’s Edge
- Major improvement for managing data, email activities, and reporting
- Opportunities to increase engagement with personalized web messaging
CLARK UNIVERSITY – NETCOMMUNITY HISTORY
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• Implemented in 2010, with an accelerated project plan to go live in six weeks!
• Have expanded use steadily over time to include:- Coordinated mail and highly-segmented email fundraising & event
activities
- Reunion Yearbook updates, surveys, Alumni Trustee voting, Phone Room support
- Secure portal for group meeting activities (agenda, minutes, etc.)
CLARK UNIVERSITY – NETCOMMUNITY HISTORY
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CLARK UNIVERSITY
BENEFIT BEFORENOW - WITH
NETCOMMUNITY
Efficiency
Getting online reunion registrations into The Raiser’s Edge was a summer long project
Online event registrations download automatically into a Raiser’s Edge Batch
Fundraising
No easy way to segment emails and giving form not optimized for online donations
51% growth in online donations in year 1 with NetCommunity
Alumni Engagement
Majority of registrations mailed in
80% register online for alumni events (65% Reunion)
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INCRE AS E D ONL INE F UNDRAIS ING
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ONLINE FUNDRAISING GROWTH AT CLARK U
2010 2011 2012
200K
450K
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Performance of May Giving for Recent Years
• No growth in overall # of Donors
• Difficulty in reaching target participation rates and $ goals
• Increase in yearly AF $ Goal
GROWING GIVING: GROWTH CHALLENGE
2009 2010 2011 20120
250
500
750
1,000
1,250
1,500
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• Use a strong graphic presence
• Consider a challenge theme
• Leverage Social Media links
• Build momentum
• Create urgency
GROWING GIVING: KEYS TO SUCCESS
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• Strong message & graphics
• Copy reinforces challenge & urgency
• Simple link address adds to ease of giving
GROWING GIVING: MAIL APPROACH
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• Campaign consisted of 5 rounds of email messages: launch; 2nd round; post-Reunion; May 29 and May 31
• Sent a total of 12 emails in 31 days; typical prospect got 4 or 5; only sent to non-donors in FY13
• Highly segmented using RE queries: Reunion Classes, Senior Class, Alums with AF pledge balances, etc.
• Added conditional content (targeted asks) and personalization for selected audiences
• Carefully crafted Subject lines: Donor Challenge; The Challenge is on!; Clark’s Drive to 531; Almost there!; Last day for Donor Challenge
• Each email appealed separately in RE, but all linked to same BBNC donation form
• Average open rate: 23%
GROWING GIVING: EMAIL CAMPAIGN
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• Simple message• & Graphics
• Large Giving Button
• Social Media Links
GROWING GIVING: EMAIL APPEAL
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• Keep Content Fresh with Embedded Twitter Feed
• Include Frequent Progress Reports
GROWING GIVING: SOCIAL MEDIA
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GROWING GIVING: DRAMATIC RESULTS
May Giving FY09-FY13• Dramatic Increase
in May Donors (54%)
• Unsolicited Repeat Gifts
• 96% of Gifts for Annual Fund
• Increase across all Constituencies
• Participation & Dollar Goals Exceeded!
2009 2010 2011 2012 20130
250
500
750
1,000
1,250
1,500
1,750
2,000
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E NGAGE ME NT T HROUGH RE UNION
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• Event Tracks
• Give the user a personalized experience
• Highlight class events and speakers
• Eliminate event envy
ENGAGEMENT THROUGH REUNION
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ENGAGEMENT THROUGH REUNION
Master Reunion Event
-Registration Fees
Meals Class Dinners
Symposia
Special Events
Class Events
Dancing Under the
Stars
Golf/Athletics
Camp Clark
Housing
• The Raiser’s Edge event structure• One master umbrella event• Group events• Multiple units on each event
-Breakfast-Friday Dinner-Saturday Picnic
-Each class has own unit for dinner
-Classes can have more then one class event unit
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• Highly integrated with The Raiser’s Edge
• Ask constituents to login (but not required)
• Collect background information
• Include “Who’s Coming” list
ENGAGEMENT THROUGH REUNION
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• Stacking of multiple Raiser’s Edge events
• Individual units used for each event
• Great user experience with one event registration form
ENGAGEMENT THROUGH REUNION
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• Ability to automatically sell out Raiser’s Edge events/units
• Easy to edit events
• Flexibility in inserting, moving and formatting parts
ENGAGEMENT THROUGH REUNION
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• Ask for donation
• Send user to a Donation Form
• Shopping Cart for one user transaction; payment from three pages
ENGAGEMENT THROUGH REUNION
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- Very easy to segment email appeals for each audience• Conditional email content and personalization based on data on
constituent record
- Better analysis• Gift pages linked to appeals to measure response
- Trustee ballot moved online
- Customized class track approach for Reunion registrations
- Focus on Newsletter & Email Growth• Email increase of 18% since launch of BBNC• Maintained strong newsletter open rate 31%
CLARK’S SECRET SAUCE
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• Allow users to view limited giving history and pay pledges online
• Develop conditional content for @Clark enewsletter- School or Major, Athletics & Special interests
• Create personalized prompts – based on RE queries – encouraging users to:- Register for upcoming event - Make their Annual Fund gift- Read the latest issue of @Clark- Update their employment information
WHAT’S NEXT AT CLARK WITH NETCOMMUNITY?
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INT E GRAT ION IN ACT ION