ROI Solution’s New Constituent Care Module
When you use the freeform search on your Constituent Care dashboard to look up a caller’s name, you will get a curated output summarizing their giving history, pledge status, and contact information. The screen also has shortcuts to common tasks, like updating a pledge or recording a donation.
The Constituent Care module introduces an evolution of task tracking in Revolution Online through a new activities structure, which links questions or changes about a specific person, transaction, or pledge to one place, providing a path to aggregating data about who solves what kinds of issues for future reporting and analysis.
For example, a caller might want to know the hours of the visitor center. You might record this as a general activity, add some notes about anything else that was discussed, and categorize the call using Contact Type, closing out the activity.
Another caller might have questions about a recent gift – the new Constituent Care screen makes it simple to perform refunds, add related transactions, or just provide information confirming the gift, and record your notes about the interaction in a consistent way.
The same is true for pledges: changing payment information, upgrading and downgrading, and cancelling pledges all log an activity.
Even better, its more straightforward to record a new gift or pledge, which streamlines new credit card entry and moves batch entry and locking to the backend.
If there are any tasks you are not able to fully resolve, activities can be assigned to yourself or other team members for follow-up. You can review activities assigned to you and to others on your team using the Open Activities listing.
This tool is live in Revolution Online, and one of our clients uses it to track upwards of 200 calls a week made to their inbound call center. We are improving the tool as we get feedback from our user community so you can expect to see further enhancements in upcoming releases.