Fast, accurate & secure payment processing for charities

We’ve made a significant investment in our charity payment processing technology; this financial commitment underpins the success of our fundraising products and services. We understand our duty of care to your supporters, and as a Level 1 PCI DSS accredited supplier, you are assured the underlying technology, data integrity and security is rock-solid. That’s why Woods is trusted implicitly by some of the UK’s biggest and most progressive charities.

Strong relationships with our existing charity partners have highlighted key areas of payment processing that are important within the sector. These key areas form the essential foundations for the provision of payment processing for charities.

“We have twice won the Barnardo’s Gold Star Supplier award. This was mainly due to the effectiveness of our account teams.”

Emergency provision of response handling service

Find out how we did it

Let us tell you more about the key elements that differentiate us;

  • Reporting & availability of data
  • Supporter communication & fulfilment
  • Account management
  • Project implementation
  • Speed & accuracy of processing
  • Data quality

Project implementation
Speed & accuracy
Data accuracy & quality
Reporting & data
Supporter communication

Project implementation

We appreciate that whether you are outsourcing payment processing for the first time or are considering changing supplier, the initial set-up work involved can appear daunting.  We are fully committed to ensuring a smooth transition of services for all our clients, which is why a detailed implementation plan will be drawn up prior to any work being undertaken.  This is carried out in close collaboration with our client, to ensure all parties understand their responsibilities and the proposed timeframes.

This is a completely bespoke process with the aim of fully understanding your individual requirements as a client. Having all departments under one roof at Woods allows for close cooperation and query resolution. Comprehensive fact finding at this stage is invaluable to ensure your expectations and our delivery of service are fully aligned.

Speed & accuracy

Post opening

Our high-end opening stations enable us to quickly and efficiently open, sort and batch your responses daily. Multi-skilled, motivated team members and the flexibility of four high capacity opening lines allows for optimum management at peak times of activity.

Scanning

Envelope contents are then scanned via our state of the art scanning equipment and all contents are recorded as digital images. In addition, barcode reading software identifies the supporter within our database and OCR software reads the variable information on the reply slip and any accompanying payment.

Agreed management criteria is put in place in partnership with our client for any non-standard responses.

Data accuracy & quality

Woods fully understands the significance accurate data plays in the vital work of our clients. Whether it is for developing future acquisition and retention campaigns or for day-to-day customer service excellence, quality data is invaluable to charities and, as such, is an area of substantial investment and continuous improvement here at Woods.

The vast majority of data capture is performed by our state-of-the-art scanning equipment, meaning we can offer the same high levels of accuracy during peak periods. Where manual capture and validation is required, experienced operators capture the relevant information which is then quality checked for 100% accuracy. Woods are completely aware of the importance of accuracy with regards to data capture and regularly undertake internal audits as well as being audited externally on a regular basis.

All processes and procedures form an integral part of our ISO9001 accreditation. This accreditation is stringently monitored via regular internal audits as well as twice annual externally conducted audits. This validation process allows us to offer the option of a 100% Gift Aid audit.

Reporting & data

As a charity-only supplier, the team at Woods has extensive experience in configuring data exports for many different database platforms. Configuring each client’s data export is a bespoke operation on which we consult closely with your own data team. In addition, we have had considerable involvement of working closely with 3rd party suppliers and providing exports to agreed specifications.

As we have the benefit of in-house IT development specialists, we can configure to any file format specification defined by each client. In addition to our client data exports, we also provide full banking reports and campaign progress reports.

All reports are available in ‘real time’ via our dedicated online web portal log-in. This portal allows our clients to access financial, appeal and response progress through our online reporting database. Our intuitive campaign dashboard provides key metrics and information via a clear, graphical interface.

Supporter communication

We have a strong appreciation for the importance of supporter communication and the role it plays in the ongoing relationship and retention of individual supporters. Our trigger communications and fulfilment process is completely bespoke to individual client requirements and allows high levels of personalisation within mass volume responses.

Variable inserts, duplex laser printing and multiple stationery types and sizes can all be accommodated and we are specialists in complex, multi-recipient sponsorship programs with fully personalised and on demand packs.

Account management – Strength in depth

We have a clear, tried and tested approach to managing our clients’ accounts and our delivery team has well in excess of 100 years collective project implementation and management experience. Woods operate a three-tier Account Management structure which provides ‘strength in depth’.

Your primary delivery team work closely with a broader, highly experienced management team who have a collective responsibility for providing you with an excellent service.

They will consist of the following members:

Account Director – An experienced and senior member of the Woods team with overall relationship responsibility and involved at all steps of the process. Clearly focussed on understanding your needs and expectations and leading the team to meet and exceed them.

Account Manager –  Your daily point of contact for all aspects of our relationship. A highly organised and experienced charity account manager with extensive experience of managing charity response handling campaigns, office based at our Chippenham HQ.

Account Executive – Works as a team with your account manager across the same accounts. On-hand to provide complete continuity should your account manager not be available for any reason.

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