Case Study · Nonprofit & Foundations
Reactivating lapsed donors for a national nonprofit
The challenge
The organization was acquiring donors effectively but losing most of them before a second gift. Thank-yous were slow and impersonal, and no one had capacity to call lapsing donors.
Every lapsed donor represented acquisition dollars already spent — and lifetime value walking out the door.
What QCSS did
QCSS stood up a dedicated, U.S.-based team trained on the nonprofit’s mission and voice. The program combined prompt thank-you calls, year-round stewardship touches, and targeted reactivation calling to lapsing and lapsed donors.
Aria Calls & Cards added handwritten notes at key moments, so donors felt personally seen rather than processed. Every conversation and outcome was logged in the client’s CRM.
The results
Reactivation and second-gift rates rose against baseline, renewals improved, and the program returned a positive ROI within the engagement.
Just as important, the nonprofit gained a repeatable retention engine it could scale — instead of pouring acquisition budget into a leaky bucket.