Case Study: Canadian Red Cross achieves 95% higher analyst throughput and improved donor reactivation with Genesys Pointillist

Canadian Red Cross - Customer Case Study

The Canadian Red Cross, a nonprofit that depends heavily on public donations, struggled with siloed channels, limited analytics resources, and poor visibility into why donors dropped off during the donation process. To better understand and improve the donor journey, the Canadian Red Cross turned to Pointillist by Genesys.

Genesys implemented Pointillist to unify data from the website, CRM, email, contact center, and campaign systems into a single journey view. The Canadian Red Cross used the solution to identify fallout points, optimize donor reactivation, and improve campaign decisions, resulting in a 95% increase in analyst throughput, a potential 20% improvement in donor reactivation, and faster access to actionable insights—reducing analysis time from weeks to hours.

Canadian Red Cross

Andrew George

Director of Direct and Integrated Marketing