Challenge
The International Rescue Committee (IRC) sought to deepen connections with sustaining, mid-level, and planned giving donors while improving retention and revenue growth. Key challenges included retaining face-to-face acquired sustainers, increasing mid-level donor value for unrestricted revenue outside of emergency cycles, and creating clear upgrade pathways within donor cohorts and into major giving.
Solution
Faircom partnered with IRC to reimagine their donor experience through the Rescue Collective—the organization’s core community of committed supporters. For mid-level donors, we implemented an omnichannel, audience-led approach combining mail, email, SMS, peer text, and relationship management. Personalized communications honored donor history and interests, with high-potential donors placed in dedicated portfolios and all donors receiving consistent recognition, including updates on crises like Ukraine and Syria. Surveys and focus groups informed strategy, and exclusive access to the Rescue Collective Leaders microsite, along with mission-rich touchpoints, ensured donors felt seen, heard, and inspired.
For sustainers, engagement and retention were strengthened through improved onboarding journeys, upgrade and reactivation initiatives, and mission-driven touchpoints such as the Partners microsite, “Recipes from Home” cookbook, branded wallpapers, anniversary cards, and live feedback loops via IRC insight panels. These efforts created a more personalized, meaningful donor experience while fostering long-term loyalty.
Results
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+10% growth in active sustainers
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+11% growth in retention rate
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709% quarterly revenue growth
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$250K in additional one-time gifts
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Retention increased from 65% to 71% with 4- and 5-figure upgrades and 6-figure reactivations
