Response Handling

– Woods Valldata used its expertise to successfully migrate services over a four-month time period.

When The Air Ambulance Service (TAAS) needed to outsource its response handling and engage a new Direct Debit processor to free-up internal resources and drive efficiency, Woods Valldata was thrilled to come on board, successfully managing both services since 2016.

Founded in 2005, TAAS runs two emergency air ambulances – the Warwickshire & Northamptonshire Air Ambulance and the Derbyshire, Leicestershire & Rutland Air Ambulance. TAAS also operates the national Children’s Air Ambulance – an emergency transfer service for seriously ill babies and children.

The brief

Due to significant growth over a short period of time, TAAS wanted to ensure that its working practices were as cost-effective and efficient as possible. The charity had a clear focus to launch new supporter recruitment activity, such as DRTV and door-to-door campaigns, but realised the need to outsource its response handling and improve its Direct Debit processing as part of this drive.

Following a lengthy tender process, TAAS awarded the contract for both services to Woods Valldata, as Christina White, Head of Individual Giving at TAAS, describes:

“We had experienced quite a big level of growth over a relatively short period of time, and it became clear that we needed the support of a trusted partner if we were to capitalise on this momentum and drive further growth.

“The tender process was fairly in-depth because we wanted to be sure that our potential delivery partner would work with us to become a trusted extension of the TAAS team. Woods Valldata’s expertise and account team gave us confidence that they were the best company for the job.”

The outcomes

To get the project off to the best start, Woods Valldata established “Team TAAS” – a dedicated group of experts across account and service management, campaign management and business analysis.

This team worked with TAAS to meet a number of initial targets for the partnership. These included successful implementation of the response handling service in time for the charity’s autumn appeals, full setup and testing to enable handling of TAAS’s first raffle campaign, and the move of the charity’s current Direct Debit processing service, without disruption, to supporters and with minimal impact on the charity’s day-to-day operations. With such an integral role to play, TAAS needed to have total trust in Woods Valldata, as Angela Davis, Service Delivery Director at Woods Valldata, explains:

“This was the first time that TAAS had outsourced its response handling and the charity needed absolute confidence in our competency. Woods Valldata followed a service implementation plan, managed by a dedicated project manager, with regular meetings held with the charity throughout to ensure a smooth transition.

“Our response handling platform is secure, robust and highly configurable, allowing a significant degree of flexibility to meet TAAS’s needs, and our demonstrable success in Direct Debit processing provided a host of benefits, including greater data visibility.”

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