SG Support Profile in Indonesia

SG Support in Indonesia was established in August 2006, the same year as our operations started in Singapore, which made it the third country we expanded into.

Graha Anugrah Building, 3rd Floor, Jalan Teluk Betung, No. 42, Jakarta Pusat 10230, Indonesia

The donor bases SG Support manages in Indonesia have been arguably one of the hardest hits in 2020 with the impact of COVID-19 on fundraising and further exacerbated by student protests.

Historically, Indonesia has been predominately recruiting donors via Face-to-Face agencies, meaning that any switch to in-house or alternative acquisition channels will be relatively slower as they would need to build these from the ground up.

For our partners in Indonesia, the way forward from COVID-19 will arguably be a harder road than that of their neighbours. With the long-term halt of Face-to-Face activities, agencies will struggle to get back to acquire a substantial volume of donors, fast. Moving forward, non-profits in Indonesia will need to look at alternative acquisition strategies to support a long-term view of donor base growth.



  • Refinement of donor retention practices and the creation of targeted communication contributed to lower cancellation rates.
  • One-time upgrade and additional appeal campaigns were successful.
  • Further improvements in data security and data transmission methods, ensuring better compliance with Payment Card Industry (PCI) Standards.


  • Halt of Face-to-Face activities means that agencies will be slower to restart fundraising, when macro conditions allow for it.
  • Alternative acquisition channel activities were slower to start up as these were not explored actively prior to 2020.
  • Falling approval rates as a result of increasing financial pressures on existing donors due to macroeconomic conditions.

Growth over the years

Active Base

Number of donors actively contributing gifts as of Year-End

Net Growth

Donor base growth from the Start of the Year to Year-End

Approval Rate by First Debit

Percentage of donors successfully transacted on their first debit

Percentage of donors successfully transacted on their second debit and onwards

2020 in Numbers


Donor Ratio

Percentage of Donors Cancelled over New Donors acquired

IDR 143,081

USD 10

Average Gift IDR / USD

Average monthly contribution (gift) per donor

29 months

Average Lifespan

Average number of months a donor will give to a cause they love

IDR 3,491,560

USD 248

Lifetime Value (LTV) IDR / USD

Estimated total contribution of a donor to their chosen cause



Having faced the challenges of 2020 with positivity, 2021 will be the real test for non-profits in Indonesia as we assume prolonged COVID-19 measures and restrictions.

To support a boost on acquisition in 2021 for Indonesia, consider the following (but not limited to):

SG Support Offices

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Who is SG Support?

SG Support exists to make fundraising easy for charities by working in partnership to acquire new donors, retain existing ones and win back those who have left. We do this through our complete suite of services that range from providing data-driven strategies, consultancy and ensuring the smooth running of the operational aspects of payment processing, contact centre and financial reporting.

Since our establishment in 2002, we have grown to become the world’s largest fundraising agency working with 70 charities in more than 14 countries, managing over 3 million donors.