The ProgressCRM Supporter Journey Module enables users to provide better customer services to their supporters.
Like ‘Alerts' (key performance indicators) in Progress v5.1, the Supporter Journey Module in ProgressCRMv5.2 can provide a graphical snapshot of an individual supporter's significant support history.
When viewed globally, in a combined view of all supporters' activity, a fundraiser will get a sense of what paths supporters take, how long it takes, and therefore what they need to do to develop other supporters to the same point. Some organisations refer to this as ‘Donor development' - i.e. retention, and increasing support, or ‘Moves Management'.
These global views enable fundraising or campaign managers to understand the performance of their activities. They can track significant events (milestones) in their supporters' history. This might be for example, the date of a significant Gift, when a committed gift was set up, when a complaint was received, or a legacy donated. The Module tracks these milestones individually, but can also deliver a rich collective view so that managers can see trends and make appropriate decisions.
The module, as an option in ProgressCRM v5.2, is displayed in a new Tab in Contact view.
The Configuration tools enable users to determine whatever ‘triggers' they need for their organisation- such as values, dates, significant events etc. Six ready-made examples are supplied by ASI Europe but others can be added.
New triggers can be set up by users with basic SQL or SSRS skills; or these can be requested from ASI consultants.
- Became a committed giver
- First donation
- Five donations
- Gift Aid declaration
- Lapsed cash donor
- Lapsed commitment
- Lapsed Gift Aid declaration
Configuration of the Supporter Journey is set by two simple sets of criteria- ‘Points' being the number of points (positive or negative) awarded for the achievement of this milestone; and a ‘Stored Procedure' that is used to determine whether the milestone has been reached or not.
The data generation functionality for Supporter Journey creates the supporter milestone data (i.e. as displayed on the tab) for all active milestones by running a Stored Procedure which can be scheduled by an ASI consultant.
Report data generation retrieves the reporting data based on the supporter milestone data as above. This is necessary because the fundraiser may want to report specifically on some milestones, not all milestones in the Supporter Journey data - e.g. which supporters have gone from ‘first gift' to ‘legacy pledge' and of the following milestones (A, C, G, H), which did they pass on the way?
