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American Cancer Society Donor Response System

ICS Product/Service Area:  Production    

                      

The Objective

For the American Cancer Society, ICS is responsible for donor communications after a donor phone solicitation.  This is a regional call center responsible for the Midwest section of the US. 

 

The Solution and Results

Customer Communications are personalized with regional variations.  Each response is packaged in personalized references to the appropriate state chapter, with a return address specific to that chapter.

 

Service Level:

§      Next day service level

 

Program Facts:

§      Average number of monthly communications:  75,000

§      Program-specific MarketSmart Program Portal

 

Data Complexities:

§      Personalization specific to the specific regional chapter

§      Follow-up communications for non-responders