Case study

Delivering Tearfund's Supporter Journey at Scale

Tearfund is a UK-based Christian relief and development charity founded in 1968, working through local churches in more than 50 of the world's poorest countries with an annual income of around £85 million.

Synergy are proud to have worked with the Tearfund team since March 2022 on their key donor journey and other ad hoc campaigns.

These include the design, print and fulfilment of:

  • Weekly Supporter Welcome journey direct mail packs
  • Weekly Supporter Upgrade journey direct mail packs
  • Weekly Supporter GDPR/Consent direct mail packs
  • Daily Supporter Legacy journey direct mail packs

We also provide the following services:

  • Sourcing, storage and daily fulfilment of supporter resource orders
  • Sourcing, storage and daily printing & fulfilment of Toilet Twinning Certificates in frames
  • Ad hoc, quick turnaround, disaster appeal mailings
  • Returns management

SLAs and flexibility

We have agreed SLAs and processes in place that ensure campaigns are delivered on time, and we're flexible enough to accommodate changes in working practices at short notice. For the Toilet Twinning campaign, for example, supporters order their certificate through the website, and we receive the order and a print-ready PDF.

Early on, supporter order mistakes meant the Tearfund team had to manually adjust and resend PDFs, with us cancelling, reprinting and reconciling stock by hand. To give supporters time to flag errors, we paused sends for 24 hours, ensuring incorrect certificates weren't sent out.

We later worked with Tearfund's digital agency to let the Tearfund team adjust orders directly on the Toilet Twinning site, making updates quicker to process and capturing all orders directly within the stock management system rather than transferring them manually from email.

Efficient and effective workflows

Order data and data for direct mail packs is transferred from the Tearfund systems to their Synergy Tearfund stock zone via API. The orders are processed and their status is updated along with the stock levels. The Tearfund team have secure logins Synergy Tearfund stock zone so they can view the live status of all orders and stock. This enables them to quickly and easily resolve supporter queries.

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