News & Events Charity

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Visit Us at the Charity Retail Conference in Harrogate and CIOF Fundraising Convention in London!

We are excited to announce that Elovate will be exhibiting at both the Charity Retail Conference 2024 in Harrogate from June 26-27 and the CIOF Fundraising Convention in London from July 3-4. Don’t miss these opportunities to connect with us, explore our latest offerings, and engage with industry experts.

We look forward to seeing you at these premier events!

For more details:

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News & Events CharityeCommerce

New Goods Inwards Opening Hours Effective July 1st

We have some important news to share regarding our Goods Inwards opening hours, which will be changing effective July 1st. This update is designed specifically for our clients based in York and aims to enhance our overall efficiency and delivery processing. 

New Operating Hours

Starting July the 1st, the Goods Inwards department will operate under the following new hours:

Monday to Friday 

  • Deliveries of three pallets or less and any parcels/packages etc sent via the courier networks between the hours of 6am and 4pm. 
  • Larger deliveries containing four pallets or more, containers, 40ft trailers etc. We kindly ask them to be booked between the hours of 6am and 12 noon. 

Please read Goods Inwards Procedure Policy. 

Why This Change?

The primary goal of this change is to ensure that we process deliveries in a timely manner, ultimately improving our service to you. Here are some of the key benefits of the new schedule:

  • Extended Processing Time: We will now have additional time until 3pm to process goods received by 12pm.
  • Improved On-Time Delivery Performance: With more efficient processing, we expect to enhance our on-time delivery performance for the day’s shipments.

What This Means for You

These adjustments are tailored to better manage and process your deliveries, particularly in the evenings. We believe that this will help us serve you more effectively, ensuring that your goods are handled with the utmost care and punctuality.

Your support is valued

As we move to this new schedule, we kindly ask for your understanding and cooperation. If you have any questions or concerns, please contact us. Additionally, we encourage you to review our Goods Inwards Procedure Policy for further details. 

Thank you for your continued partnership. We look forward to serving you under these new and improved hours.

Best regards,

Dave Butterfield

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News & Events Charity

Join us at the Charity Retail Association Conference 2024 

We’re pleased to be exhibiting at the Charity Retail Association’s Charity Retail Conference 2024 which takes place at the Harrogate Convention Centre on 26-27 June 2024.   

About the event 

This year’s event is themed “Retail Voices for a Changing World,” and promises to be an enriching event for professionals in the charity retail sector.  

Attendees can look forward to a variety of sessions, including insights from leading area managers on handling a busy workload and excelling in their roles. The conference will also provide opportunities for networking with peers, learning from success stories, and exploring innovative strategies for recruitment, retention, and succession. With a focus on inclusivity and professional development, the conference is designed to support charity retailers in navigating the evolving landscape of the retail world. 

How Elovate can help you elevate your [charity retail or charity fulfilment] 

As an award-winning and trusted eCommerce provider, Elovate partners with charities to ensure seamless fulfilment solutions with a tailored approach that allows us to work in partnership with you to meet every order’s specific requirements. 

Our advanced technology means that every stage of your entire process can be tracked —from order to delivery—in real time. We’re trusted by charities and eCommerce retailers for our deep understanding of the charity sector, across eCommerce, retail, and fundraising. We’re proud to maintain rigorous compliance with ISO 9001 and ISO 27001 standards, ensuring that all your data protection and process quality needs are met. 

We also hold a comprehensive range of compliance certifications – from PCI DSS 3.2.1 to Cyber Essentials – so you can be assured that we meet your business’s specific regulatory requirements. 

We’re excited to be attending this event for the first time and supporting the valuable work of the CRA. Our dedicated team will be on Stand 26 – please do come and say hello if you’re heading to the event. 

For more details on the event, visit Charity Retail Conference 2024.

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Insights CharityeCommerce

How to get the most from your digital print fulfilment partner

In the rapidly evolving world of digital print fulfilment, finding a reliable partner, such as Elovate, can be crucial to the success of your business.

A partnership that aligns with your company’s values, needs, and expectations can significantly enhance your operational efficiency, brand image, and customer satisfaction.

Here’s Elovate’s guide on what to look for in a digital print fulfilment partner, and how to get the most out of this valuable collaboration.

What does a digital print fulfilment partner do?

A digital print fulfilment partner is responsible for printing, storing, packaging and dispatching your company’s printed materials. This could include items such as brochures, flyers, catalogues, and other promotional merchandise. Outsourcing these tasks to a trusted supplier means you can focus on your core business activities, safe in the knowledge that your print materials are produced to a high quality and delivered on time.

It’s important to carefully choose a digital print fulfilment partner that will not just be a service provider but that sees themselves as an extension of your business – working with you to boost your growth and success.

Key factors to consider when choosing your partner
  • Experience and expertise: Look for a partner with a proven track record in service provision. A company with extensive experience is likely to have refined its processes and can offer valuable insights and solutions to common challenges.
  • Quality control: Ensure that your partner has robust quality control measures in place. This will guarantee that the final products meet your standards and reflect well on your brand.
  • Technical capabilities: Your partner should use the latest digital printing technology and automation to provide you with high-quality printing and efficient service.
  • Customisation and personalisation: Set against the backdrop of the growing demand for personalisation, your partner should offer services that cater to individual customer preferences.
  • Sustainability: Opt for a partner that provides environmentally friendly printing services and utilises sustainable shipping methods, reflecting your company’s commitment to environmental responsibility.
  • eCommerce Integration: Seamless integration with your eCommerce platform is essential for efficient order processing and fulfilment.

At Elovate, we’ve been providing digital print fulfilment services to our valued clients for over a decade, providing the very best in robust security and quality measures, the latest in technological advancements and a flexible and scalable infrastructure, all backed up by our excellent customer support.

For more information, click here

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InsightsNews & Events Charity

Optimising online giving – the importance of leveraging new tools for enhanced donor experiences

In today’s digital age, the act of giving has transcended beyond traditional methods, evolving into a sophisticated process that not only simplifies donations, but can also be adapted to enrich the donor experience and boost fundraising success.

For charities, embracing new tools and technological developments is crucial for optimising online giving. Here, Elovate’s Managing Director – Charity Division, Scott Gray, explains how innovative tools can revolutionise fundraising efforts, ensuring that each donation has a lasting impact.

Embracing different styles: Personalising the online giving journey

The power of personalisation cannot be overstated in the context of online giving. By offering a variety of donation page formats that go beyond basic templates, Elovate can create unique and bespoke online giving pages for our charity clients. This approach not only aligns with charities’ branding and personality, but also resonates with their supporters’ sense of recognition and familiarity. The ability to “trial and test” different formats empowers charities to discover the most effective strategies for engaging with their supporters, fostering a sense of connection and belonging that can significantly boost fundraising efforts.

Tipping: Balancing transparency and encouragement

Introducing a “cover the fee” option can present a dilemma for charities. On one hand, it allows donors to contribute towards the external technology, payment and expertise costs that a charity experiences, ensuring that their entire donation goes directly to the cause. On the other side of the coin, it could potentially deter donors who are wary of additional charges. At Elovate, we believe that it is a choice for each of our charities to decide if they display this or not, but whatever charities choose, transparency in fees is a very strong component in building trust and helping to increase donation value.

Harnessing AI for smarter donations with amount changer

Elovate’s amount changer tool is a testament to the potential of artificial intelligence in fundraising. By dynamically adjusting donation amount prompts, this tool leverages machine learning to analyse the impact of different suggested donation values. Over time, it enables charities to fine-tune their approach, optimising the suggested amounts to maximise donations without impacting on the donors’ willingness to give. We are just starting to see the full potential of AI for donations and we will continue to innovate in this area where it has a positive outcome for our charities and their supporters.

Adding extra support and interaction with webchats

In an era where technology can often be accused of overshadowing the joy of human interaction, the integration of webchats within online giving pages can be a refreshing addition.

Supported by Elovate’s professional and experienced team in York, this feature offers real-time assistance to donors, addressing any queries they might have about the charity or the donation process. This blend of technology and the personal touch not only enhances the donor experience, but also reinforces the charity’s commitment to engaging with its supporters.

In conclusion, the tools mentioned above represent just a fraction of the possibilities available to charities using Elovate’s experience and technology to optimise their online giving. By leveraging these technologies, charities can not only improve the online giving process, but also strengthen their relationships with donors, creating a more impactful and fulfilling experience for all involved. As Elovate continues to innovate, the future of fundraising looks bright for our charity clients, with technology paving the way for more efficient, engaging, and empathetic donor experiences.

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Insights CharityeCommerce

A spotlight on Elovate’s Contact Centre

At Elovate, we pride ourselves on providing a wide range of quality services to charities and eCommerce clients operating within a variety of sectors.

Here, we talk to Carly McGrain, Elovate’s Head of Service Delivery, who gives an insight into the valuable work of our Contact Centre.

Can you describe the primary responsibilities and day-to-day activities of the Contact Centre? 

Our main current activities involve handling inbound calls and emails for a variety of charity and eCommerce clients.  We not only take calls from people that may want to give a donation or place an order, but we also deal with a wide range of customer service queries, returns and refunds, direct debits and subscriptions, product enquiries and general enquiries about the company or charity – these can be via calls or emails. 

Overall, the Contact Centre plays a crucial role in maintaining positive customer relationships, addressing inquiries and concerns, and contributing to the overall success of each charity or company by embodying their individual needs and values.  If someone phones a charity number, for example, it is our job to seamlessly portray that they are calling that charity directly and that goes for every single call, so our Contact Centre team has many hats to wear!

How many team members work in the Contact Centre?

The Contact Centre team is currently 24-strong and growing; managing calls and emails across various clients.  We have a mix of dedicated resources (i.e., a charity may have a dedicated Elovate team that works solely for that charity) and our general team that looks after around multiple clients.

How does the work of the Contact Centre align with the overall values of the company?

Following our rebrand last year, the Contact Centre team has been integral in embedding our company values into everything we do.  There is a real desire to make every interaction the best it can be, and the team is vital in making this happen:

  • Team Player:  The Contact Centre aims for a culture of collaboration and teamwork among the team. Agents work together to address customer inquiries, issues, and feedback effectively. Cross-functional communication and cooperation are always encouraged, ensuring that information flows smoothly between different departments to provide comprehensive support to customers and supporters quickly and efficiently.
  • Transparency & Integrity: Transparency is maintained within the Contact Centre by ensuring that agents are honest and forthcoming in their interactions with customers.  Agents are trained to provide accurate information and to address customer concerns with integrity/empathy, ensuring that customers feel confident in the information they receive.
  • Love What We Do: The Contact Centre embodies each client’s passion for its products or services by ensuring that agents are enthusiastic and dedicated to helping customers. Agents are trained to approach each interaction with positivity and a genuine desire to assist, creating a positive customer experience that reflects each company or charity’s passion for what it offers. We’re always mindful of the fact that even though we interact with 100s of different people every day, each one of those calls, for the person on the other end of the phone, may be the only conversation they have that day so every call needs 100% effort and care.
  • Deliver Excellence: The Contact Centre strives for excellence in every customer interaction by setting high standards for service quality and efficiency. Agents are equipped with the necessary tools, training, and support to consistently meet or exceed customer expectations, thereby upholding the company’s commitment to excellence in all aspects of its operations.  By embodying these values and goals, the Contact Centre becomes a central hub for customer engagement that not only resolves issues and inquiries but also reinforces the company’s brand identity and commitment to its customers.
What are the current projects and initiatives that the Contact Centre is focusing on?

Last year we installed our new omni-channel system.  We’re now in phase 3 of this project and working on social media management going live – this will expand our ability to manage all of customers’ social media interactions in one place.

We are also working on enhancements to our webchat and building more AI into the chatbot function so that customer information can be collected and passed onto each agent to streamline the interactions. Alongside this, we’re developing a Smart Chatbot, with the capability to upsell opportunities without even needing to interact with an agent. This will offer customers relevant products and services based on their digital behaviours and values. It can even offer a discount when needed to complete a sale, dramatically reducing cart abandonment. 

Another feature we have just made live is ‘call capture’ which allows us to select (or tag) the reason for each call directly after it. This provides amazing insight into each call for the charity/company and may highlight areas of concern that need to be addressed. This is proving a very popular feature, and being able to give each client further insight into their customer base is brilliant!

How does the Contact Centre measure success? What metrics or KPIs do you use?

There are a number of ways in which we measure the success of what we do:

  • Average Handling Time (AHT): We monitor the average time taken by agents to handle a customer interaction, including call duration, time spent on resolving issues, and any after-call work. Lower AHT often indicates higher efficiency, but this isn’t always the case, especially with charity clients, some of which don’t mind how long it takes as long as there is a positive outcome to the call.
  • First Call Resolution (FCR): This measures the percentage of customer inquiries or issues resolved during the initial contact with the Contact Centre, without requiring follow-up calls or escalations. This is something that we are working on just now as the new system allows us to analyse this more closely.
  • Service Level Agreement (SLA) Compliance: Our clients have various SLAs in place and we actively monitor these daily across our dedicated and group teams.
  • Agent Utilisation and Occupancy: This measures the percentage of time agents spend handling customer interactions, compared to their available working time. Occupancy measures the percentage of time agents are actively engaged in handling calls or tasks. Higher utilisation and occupancy rates indicate higher efficiency/productivity.
Can you tell us about any recent achievements or milestones that the Contact Centre has reached?

The implementation of our new system has had a massive positive impact on the Contact Centre, especially with the amount of data and insights we can now access, which is helping us improve both agent and customer experience.  This will only grow from strength to strength as we continue our developments in this area.

As part of our focus on dedicated centre of excellence ‘Hubs’ across our four UK locations, we have recently moved all of our Contact Centre clients from Slough to York, a move which has gone extremely well, with no interruption to service delivery. Another area of particular success is our call-back function, which has saved thousands of calls that may have otherwise been abandoned and importantly boosted caller satisfaction.

“It has been great working with the Contact Centre and seeing their friendly and customer focused approach to supporting our customers. Their willingness to go above and beyond to support a customer is much appreciated!”

Roseanne Hayter, Volunteer Experience Manager, RNLI

If you are interested to learn more about the work and capabilities of our Contact Centre, please click here.

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News & Events Charity

Understanding your Direct Debit reports

For the smooth running of any Direct Debit process, it is vital you understand and manage your Bacs reports so claims are made correctly and it accordance with the Service User guidelines and payer or bank requests.

We know that Bacs reports can be confusing, especially if Direct Debit management isn’t your day job, so we have written three helpful blogs to give you a bit more Insight into what they are and, more importantly, what to do with them!

ADDACS – information for all your payer bank amendments and cancellations

ARUDD – showing Direct Debit claims which have been returned unpaid

AUDDIS – identifying payers which did not get setup for new or amended Direct Debits, and why

As a Bacs Approved Bureau, we process all Bacs reports daily on behalf of our clients. If you have any questions or are looking for help, do drop us a line as we would love to hear from you.

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News & Events Charity

Join us at CIOF Fundraising Convention 

The Chartered Institute of Fundraising (CIOF) Fundraising Convention is taking place from 3-4 July at London’s QEII Centre, and is the largest in-person event for fundraising professionals in the UK.

Elovate is thrilled to be an exhibitor at the event. This year’s convention boasts an impressive lineup of industry-leading speakers and emerging talents, offering a diverse array of workshops, case studies, and debates.

We’re excited to be returning and supporting the CIOF again this year. We will be back on Stand 22 and look forward to seeing as many faces as possible – both new and old – as we celebrate our inspiring fundraising community.

Explore the programme and secure your tickets here

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Insights CharityeCommerce

Keeping Your Information Secure Through Elovate’s Vigilant Data Protection Practices

Data breaches can have significant consequences for individuals and organisations alike, these include:

  • Financial losses: Dealing with a breach requires significant financial resources. Costs include incident response, legal fees, customer notifications, and potential fines.
  • Operational disruption: Breaches disrupt normal business operations, affecting productivity and efficiency.
  • Reputation damage: Public awareness of a breach can harm a company’s reputation, eroding trust among customers, partners, and investors.
  • Legal and regulatory challenges: Companies may face lawsuits, regulatory investigations, and penalties.
  • Loss of customer confidence: Customers may abandon the company due to privacy concerns.

Clients of Elovate can be assured that we go above and beyond to ensure that your customer and supporter data is secure – whether that’s personal information, such as names and addresses, or financial data, such as credit card details.  

We have demonstrated our commitment by implementing various security controls and measures to safeguard our assets, internal data, and client data. Below, we outline the main accreditations that we’re proud to be awarded and explain what the main differences are.

Our accreditations: ISO/IEC 27001:2017

Elovate achieves ISO/IES 27001:17 security certification for the contact centre, web-based order fulfilment solution, and various services including response management, warehouse, and distribution of products including medical products for clients across the UK.

Our compliance with ISO certification is certified by the British Assessment Bureau. It offers United Kingdom Accreditation Service (UKAS) certification, and it is the only government-backed body for ISO certification in the United Kingdom. 

ISO/IEC 27001 is a security standard that formally specifies an Information Security Management System (ISMS) that is intended to bring information security under explicit management control. As a formal specification, it mandates requirements that define how to implement, monitor, maintain, and continually improve the ISMS. It also prescribes a set of best practices that include documentation requirements, divisions of responsibility, availability, access control, security, auditing, and corrective and preventive measures.

Our accreditations: ISO 9001:2015

ISO 9001 is a globally-recognised standard for quality management. It helps organisations of all sizes and sectors to improve their performance, meet customer expectations, and demonstrate their commitment to quality. Its requirements define how to establish, implement, maintain, and continually improve a quality management system (QMS). Implementing ISO 9001 means an organisation effective processes and trained staff in place to deliver flawless products or services time after time.

Elovate achieved our first ISO 9001 certification in 2011, and we continue to comply with all the requirements mentioned in the standard. Currently, ISO 9001 certification scope includes a contact centre, web-based order fulfilment solution, and various services including response management, warehouse, and distribution of products and medical products for clients across the UK.

As with the above ISO/IES 27001:17, our compliance is certified by the British Assessment Bureau with UKAS certification. 

Our accreditations: PCI: DSS v3.2.1

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that companies that accept, process, store, or transmit credit card or debit card information, maintain a secure environment. It helps to protect the cardholder data that your customers and donors share with us during payment and reduces the risk of payment card fraud by increasing security controls around cardholder data.

Cardholder security is a top priority for Elovate. External QSA (Qualified Security Assessors) from leading cyber security consultancy, Security Risk Management (SRM), have assessed our card processes and we are proud to be a PCI-compliant payment processor that invests in tools and technology to protect cardholder data.

Our commitment to safeguarding data

At Elovate, we take information security and data privacy extremely seriously. By complying with the PCI DSS standard, we demonstrate our commitment to safeguarding our customers’ credit card data. These measures protect against theft and fraudulent use on the internet. Furthermore, Elovate ensures the security of sensitive data and personal information, helping prevent credit card misuse and costly data breaches.

Additionally, by achieving ISO security standards, Elovate has established a structured approach to handling client data stored in our systems. This baseline increases trust between Elovate and our clients, assuring all of our stakeholders that their personal information is safe from malicious hackers.

If you have any questions about our commitment to data security, please contact us today.

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News & EventsStories Charity

Elovate Charity’s Cake Bake Raises Funds for Freedom from Torture!

Torture is used to silence and destroy lives. We won’t let it.

Our recent cake bake fundraiser for Freedom from Torture (FFT) on Friday, 26th January 2024, was a sweet success! We’re thrilled to announce that our Slough team and supporters helped raise over £112 — a record-breaking achievement in just over an hour. Despite our fastest sellout ever, we extend apologies to those who missed out. Your enthusiasm and quick response exceeded expectations.

FFT’s Gratitude

Freedom from Torture is deeply thankful for the fantastic amount raised. They recognise the collective effort and generosity that will directly impact their mission to support torture survivors.

Collective Impact

Thanks to everyone who contributed, this achievement represents compassion, unity, and the power of collective action. Together, we’re making a difference in the lives of torture survivors, standing up against injustice.

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