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Vitalise, UK

As a charity, Vitalise relies on charitable donations to underpin their activities and had been using phone calls and letters to keep in touch with its existing donors and customers. The manual and time consuming method of calling and writing to donors was beginning to have an adverse effect on the success of fund raising and was dragging inefficiencies into the organisations. They also needed to increase awareness of the services they could provide, and wanted a cohesive solution to cover all aspects of external communications.

Vitalise recognised that a new method for encouraging donations and improving donor interaction was required. As Vitalise supports people with a range of disabilities it needed a simple solution which meant it could connect with anyone. James Armstrong, Marketing Manager at Vitalise explains, "We support people with a variety of disabilities and we often find that telephone isn't the best way to speak with people, especially when trying to contact people who have a problem with speech and hearing. We wanted a service that would give us the opportunity to improve customer service and utilise our time effectively. As a charity we strongly rely on the involvement of others, and being able to reach out to potential fundraisers is very important."

After engaging with Oxygen8 Communications, Vitalise has implemented a mobile communications service with tailored mobile infrastructure. The solution allows Vitalise to easily keep in touch with current guests and promote their services to potential benefactors, generating awareness of current fundraising activities and letting people know how they can get involved.

Oxygen8 has a strong background of working with charities and it is this expertise and knowledge that made them an ideal fit for Vitalise. Alongside developing customer communication through the mobile platform, Oxygen8 is also providing Vitalise with a short-code which is used for an assortment of marketing materials and activities. The short-code is included on inserts which will be featured in its key target publications, presenting the readers with the opportunity to obtain more information about Vitalise and the services they offer.

Armstrong continues, "We are seeing a number of benefits since going live with this service, with the biggest benefit being time savings. Due to the nature of our charity, when organising our holidays we require several bits of information from our guests: we need to obtain a booking form, care form and medical certificate, so we understand fully the nature of their condition and prepare properly for their care. Often our guests will forget to send us one of the forms so we have to chase them; having the ability to do this via an SMS message enables us to provide a gentle reminder for our guests, improving customer service, whilst also reducing the internal admin burden on our staff."

Armstrong concludes, "Mobile is a growing market, and it doesn't matter what industry you are in, you need to recognise the influence this communication tool is having. We want to grow as an organisation and continually improve our customer service so introducing the mobile platform from Oxygen8 is our first step. We believe that mobile is going to be a preference for many of our guests, and depending on the feedback we receive on this new service will determine what mobile services we look to implement in the future. Oxygen8 have provided great support and have been very responsive to all of our requests."

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