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.
2020
Highlights
- 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.
Challenges
- 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
Approval Rate by Anniversary
Percentage of donors successfully transacted on their second debit and onwards
Donations Processed
(IDR)
Total donations generated for non-profit partners in IDR
(USD)
Total donations generated for non-profit partners in USD
2020 in Numbers
90%
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
2021
Outlook
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):
- Look into alternative solutions to fill the gap from Face-to-Face agencies (such as building your own in-house team).
- Plan long-term conversion campaigns to help build up a bank of potential donors.
- Be flexible in your donation asks.
- Consider what is important to your non-profit in the long run (volume or value of donors) - consider short term sacrifices in KPIs for long-term gain.
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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.
