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Testimonial: Connect Assist improves The Brooke donor relations

Consult + Assist is a joint venture between NCVO and Connect Assist.

Jasvir Kaur, director of fundraising and communications at The Brooke – an international animal welfare organisation – explains how Connect Assist improved its delivery of supporter care.

The Brooke

“The Brooke aims to improve the lives of working horses, donkeys and mules in some of the poorest communities in Africa, Asia and Latin America. It supports communities dependent on animals for their livelihoods by offering veterinary treatment and education on animal health.

Supporter goodwill

“Most income comes from public donations – over 95 per cent in fact. Reliance on supporter goodwill means fundraising and donor retention is extremely important to us.

“Our supporter care is managed by internal staff and outsourced partners. We appointed Consult + Assist to assess our processes and offer guidance on how to improve efficiency and increase donations.

How Connect Assist helped us

“Connect Assist reviewed how supporter care staff communicated with donors and managed enquiries. Enquiries range from requests for information to more in-depth conversations. The focus was on how we delivered supporter care and encouraged donations.

“Connect Assist then prepared a tailored audit that looked at:

  • fundraising techniques
  • interviews with staff members and outsourced providers
  • our telephony system
  • skillset mapping to resources and roles.

“Connect Assist presented senior managers with detailed findings, along with 22 recommendations. These focused on six key areas:

  1. supporter care and how this contributes to income
  2. key performance indicators (KPIs) for supporter care
  3. team structure
  4. enquiry management
  5. our telephony system
  6. processing of financial donations.

“Connect Assist helped us to update our working practices with the goal of increasing donations. They helped us by:

  • redesigning call handling to categorise and manage enquiries more efficiently
  • matching staff skills to specific tasks
  • writing a telephony specification that it is incorporating into a new fundraising customer relationship management system.

The outcome

“Connect Assist recommendations were insightful and highly relevant. The consultancy understood supporter care is complemented by a strong fundraising strategy. I’m confident its recommendations will help to increase our income in the long term. Members of our supporter care team are more positive and better suited to their roles. One employee had concerns about the role she was matched to and now loves her new position.

“There wasn’t anything significantly wrong with the way we were working, but we knew we had to evolve to sustain and improve services. The review helped us identify examples of best practice and efficient ways of working that have made a tangible difference. We now feel we have tools to improve services and increase our income.

“We would recommend Connect Assist to anyone who feels their organisation’s supporter care could be more efficient. We learned there is always room for improvement and are looking forward to seeing the longer term results."

Contact NCVO is working in partnership with Connect Assist to offer the Consult + Assist service. We are offering members a free two-hour consultancy. To find out more please contact Connect + Assist: This email address is being protected from spambots. You need JavaScript enabled to view it. or 01443 827600.


Consult + Assist is a joint venture between NCVO and one of our Trusted Suppliers, Connect Assist.

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