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Plan International Canada

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Plan International Canada

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Overview

Amplifying support for Plan International Canada to protect and empower girls around the world 

Plan International Canada is a humanitarian organization dedicated to advancing children’s rights and equality for girls in over 75 countries around the world. And while their efforts are attracting donors — raising $241M (CAD) in 2020 and experiencing 14% revenue growth over the last 5 years — Plan’s tech stack was unable to identify its most valuable donors (MVDs) and truly help the organization realize its full capabilities. Plan partnered with Horizontal to overhaul the digital donor experience for improved outcomes that aligned to their mission, while empowering their MVDs to further support the cause. 

Situation

A donor experience that didn’t represent the mission  

The previous donor experience was built on disconnected CMS and CRM systems, resulting in donors abandoning the online donation process without completing the transaction. To address this issue, Plan sought the partnership of Horizontal’s Connected Experience expertise and the DXP capabilities of Sitecore to help the organization solve this immediate problem, but also lay the foundation for scaling the digital donor experience.   
 
Horizontal was recommended to Plan through Sitecore; as Plan’s previous technology partner lacked the vision and technical prowess to solve their challenges, including: 
 
  • The capacity of the Digital Engagement Team was maxed out, creating a bottleneck of site enhancements and online marketing efforts 
  • The web development staff needed proper training to keep pace with the evolving digital landscape 
  • Lack of a holistic view of prospects and donors due to zero data consolidation, handcuffing the effectiveness of marketing campaigns and funnel tracking 
  • Multiple systems — hosted on multiple servers — featured different skillset and technology stack requirements
  • And more… 

The response

Creating a composable-ready foundation

Horizontal took on a “rescue mission” — salvaging technology work that was started; and then designing and implementing solutions onto that foundation to advance the solution. This first phase included identifying the ideal future state – mapping donor journeys, setting a strategic digital vision, and then investing in new experiences that begin moving the experience forward 
 
We began this process by defining a technology blueprint and MVP, both of which came into sharp focus after a thorough Discovery Phase to review research and assess the scope of Plan’s needs.  
 
From there, we started MVP design and implementation. Our foundation included the implementation of an experience platform and ecommerce engine powered by Sitecore. This holistic approach empowered Plan to track donors and categorize them based on donation amounts, fueling operational and marketing intelligence across the organization.  
 
Sitecore Content Hub was leveraged for content storage and workflows to deliver the right message at the right time to donors throughout the donation funnel. In addition, UX improvements — including single sign-on — and enterprise integrations were made to help spark a more personalized, connected constituent experience over time.  

The results

Driving donor engagement with improved experiences

The new donor experience we launched now serves as the front door of all of Plan International Canada’s fundraising efforts.  With the foundation set, now Plan International is poised to continue elevating the experience by creating connected constituent experiences across the digital ecosystem. 

Significant outcomes were achieved by improving efficient processes through employing a headless architecture, centralized asset management, and content governance. Giving Plan Canada the power to make more data-driven decision-making intel in the future. 
 

  • Donation revenue increased 40% from 185k to 259k, with significant contribution from email traffic 
  • Mobile users’ average order value rose 45% from $94 to $136 
  • Pages loaded on average 2.5 seconds faster (vs. the previous digital donor experience) 

Faster loading pages and design changes contributed to online sessions shortening 8.5% (average session duration declined from 7:22 min to 6:44 min, while donations increased) 

Check out the new donor experience and contribute to this incredible organization.

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