How Mocha Club Saved Over 30 Hours a Week by Switching to Kindful

with Fallon Klug, Artist and Community Care Manager

2010

FOUNDED

African poverty

FOCUS

Nashville, TN

LOCATED

Years ago, Mocha Club had donor and transaction records scattered across 3 different platforms. Their time was spent in record keeping, with staff members continually tied up in data administration. After switching to Kindful, Mocha Club saved an average of 30 hours a week with automatic record syncing, and decreased their rate of attrition by 1.5%.

Built on recurring donations

When you manage over 36,000 recurring donors, you don’t want the tools your choose to add to your work. That only results in stressed employees. Tired of database and fundraising tools that didn’t play nice with each other, the Mocha Club team opted for an upgrade. It was time to manage their donors easier, so they could save time and accomplish more.

“Before Kindful, our data was spread across 3 different systems.” reported Fallon Klug, Artist and Community Care Manager at Mocha Club. “We constantly found ourselves importing and exporting information from one to the other just to make sure our donor records were up to date. This was super time consuming and unproductive for our team.”

Fallon manages billing information for Mocha Club members. She’s constantly on the lookout for donations that didn’t go through. Since their fundraising model is built on recurring donations, this is a pretty big task. And when these donor records are scattered across 3 different systems, it can seem impossible to find who has lapsed, how to contact them, and to update their info for future payments.

“Processing lapsed donors takes me less than 5 minutes to run the report, call them, and update their billing info.”

“If there’s any time that a member doesn’t go through a certain month with their contribution,” explains Fallon, “then it’s easy to pull a report and see what people missed their payment. That brings up their name, email, and their phone number, so it’s super easy to have their information and connect with them directly.” 

Tools that assist with billing

Making it easy to follow up with donors is a huge win. But what if that process could be improved? What if donors didn’t have to be called to update their billing information?

“After we moved everything over, we noticed one specific thing with our monthly recurring donors,” says Curtis Stoneberger, Executive Vice President of Mocha Club. “With Kindful’s systematic way of recharging cards over several days, alerting people of expiration dates and things like that, we saw a decrease in our attrition rate by 1.5% after implementation.”

“We saw a decrease in our attrition rate by 1.5% after implementation.”

Not only does Kindful’s reprocessing help with attrition, but donor profiles give donors an even better chance to update their billing info. Mocha Club can regularly send out emails encouraging donors to update their billing details, with a link to log in to their donor profiles. This keeps attrition decreasing, and recurring givers increasing.

Ease of use

The greatest asset to Mocha Club has been Kindful’s ease of use. When commenting about considering databases, Brady Keeling, Director of Systems & Information, said, “Most important thing is it’s easy to use. If people aren’t using it, you aren’t going to be collecting your data. Look for a company that has great customer support, When you do have issues, they’re fast to respond, and we’ve always had that with Kindful.”

With a neverending to-do list, Mocha Club needed systems that worked well together and were easy to use. Looking for ways to improve communication, they’ve been able to easily segment donors based on location or giving history, and send marketing emails using Kindful’s integration with Emma. This has been a big part of their donor engagement success.

“Kindful does a good job of making something that is very complex very simple,” continues Brady. “It’s easy to navigate, and easy to look at a profile and see all the different chunks of information and digest it easily.” Brady mentioned that it’s been easy to train staff and employees on using Kindful, which has exponentially saved their organization time.

“Kindful does a good job of making something that is very complex very simple.”

By transferring to a system that can keep everything in one place, Mocha Club has been able to grow in really powerful ways. They continue to improve fundraising by lowering attrition. And that very same fundraising goes even farther, as they’ve been able to save over 30 hours a week in data entry. With more time saved, employees like Fallon and Brady have been able to manage their donors better, and contribute to a making a greater impact in Africa.

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