Case Study: RSPCA Queensland achieves 50% reduction in pet surrenders and new revenue opportunities with Sitecore

RSPCA Queensland reduces pet-surrender rates by 50% and creates new revenue opportunities

RSPCA Queensland was seeing growing owner surrenders that strained volunteers and its call centre and needed an online self‑help surrender portal to reduce surrenders, streamline the multi‑step intake process, and cut call costs. Working with digital partner Liquid Interactive, the charity built the portal on Sitecore Experience Platform (XP 8.0) and Sitecore Experience Database (xDB), integrating it with the RSPCA’s ShelterBuddy CRM to better understand and support owners seeking help.

Using Sitecore, the portal went live in four months and delivered immediate, measurable impact: a 50% reduction in animal surrenders within 48 hours of launch, and page views and unique visits doubling in 12 months (page views from 14,000 to 27,000; visits from 6,000 to 12,000). Sitecore xDB profiling enabled personalised guidance and partner cross‑promotions, reduced call volumes and durations, and opened new revenue opportunities for the charity.

RSPCA

Zoe Collins

Digital Media Strategist