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Client Overview

A globally recognized humanitarian organization based in Kenya, this NGO focuses on emergency relief, sustainable development, and education initiatives. Despite a strong mission and a dedicated donor base, they struggled with maintaining consistent engagement, especially for recurring donations and volunteer mobilization. The team was bogged down by manual communication processes and limited tools for real-time updates.

Challenges

  • Low Donor and Volunteer Engagement:
    The organization noticed a sharp drop in recurring donations and low responsiveness from volunteers due to infrequent and generic communication.
  • Manual Campaign Updates:
    Staff had to rely on emails and manual SMS sending for campaign updates, leading to inefficiencies and communication delays.
  • Donor Retention Issues:
    Without timely acknowledgments and reminders, many donors discontinued recurring contributions.

Our Solution

To solve these challenges, the NGO implemented SMS Ninja, the top Salesforce communication app, to streamline donor interactions via SMS and WhatsApp. The platform's automation capabilities and multichannel messaging transformed their engagement approach.

  • Donation Acknowledgments via SMS:
    Every donation—one-time or recurring—triggered an automated, personalized thank-you message, creating a stronger emotional connection with donors.
  • WhatsApp Broadcasts for Campaign Updates:
    WhatsApp became the primary channel for real-time updates on field activities, fundraising goals, and emergency missions, with visually engaging messages delivered to targeted donor groups.
  • Recurring Donation Reminders:
    SMS Ninja sent automated reminders for upcoming recurring donations, ensuring contributors stayed informed and committed.

Qualitative Results

Before
After
Higher Volunteer Participation

Before: 50% volunteer turnout due to last-minute or missed updates

After: 65% turnout achieved through instant WhatsApp broadcasts and timely reminders

Result: 30% increase in volunteer participation
Increase in Donor Retention

Before: 40% Donor retention rate

After: 58% increase in personalized acknowledgements and consistent follow-ups

Result: 45% improvement in donor retention and stronger long-term relationships
Boost in Donor Engagement

Before: 35% of donors felt connected to the impact of their contributions

After: 49%increase in real-time updates via WhatsApp and SMS

Result: 40% boost in emotional connection and responsiveness to campaigns

Boost Donor Retention and Volunteer Engagement With Sms Ninja – The Ultimate Salesforce Sms App for Nonprofits!

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