We’re working with British Heart Foundation to give their supporters more control over the communications they receive, based on each person’s preferences and behaviours. This enables BHF to send people more varied and interesting content, at more relevant times, through the most suitable channels. Supporters can now choose whether to watch new videos on the train, or read their welcome pack at leisure over their morning coffee.
BHF’s previous approach meant that people only heard from them when the charity organised a new campaign or event. We dramatically changed this strategy by introducing the concept of the ‘supporter trigger.’ This allows the individual’s actions and preferences to determine the next best action for the journey.
This new approach is exactly what we wanted. It has transformed the experience of our regular supporters by putting them in control of what happens next, and it’s also saving us a considerable amount of time.
BHF can now have a whole new conversation with their supporters – one that changes over time as they learn about what each person wants. Despite the increased complexity, the automated deployment means this new approach is quicker and easier for staff to manage than before - saving BHF time previously spent on routine tasks. This has freed up more time for the charity to invest in thinking about improvements to the journey, working out what’s effective and developing simple A/B tests to drive continuous improvement. And their supporters have much more control over what communications they receive and how they receive it - making it a welcome change for everyone involved.