Case Study: Global Not-for-Profit Organization achieves an 18% increase in donations with Alterian Real-Time CX

How Alterian helped a global not-for-profit reduce donor abandonment and increase donations by 18%

Global Not-For-Profit Organization, a charitable organization reliant on multi-channel donations, was seeing rising donor drop-offs and had no integrated systems or real-time visibility into website, email, and call center interactions. Alterian was engaged to address these issues using its Real-Time CX capabilities (including Journey Orchestration and Customer Journey Analytics) to identify breakpoints like failed or abandoned payments and provide immediate visibility and alerts.

Alterian implemented the Alterian Real-Time CX platform, integrating website, email, and call center systems, creating real-time alerts, automated abandonment follow-ups, and custom dashboards—delivered in about 8–10 weeks. The solution reduced donor abandonment and boosted donations: 18% uplift from abandoned-donation follow-ups, 14% from resolving failed payments, and an 11% increase after support team outreach, while improving overall donor experience and engagement.