SG Support Profile in Malaysia
Starting operations in September 2002, SG Support is headquartered in Malaysia. As of 2020, SG Support is partnered with 11 great causes.
Level 18, Axiata Tower, No. 9 Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, Malaysia
Despite the challenges brought on with the various lockdowns and the impact of COVID-19 on Face-to-Face acquisitions, the overall SG Support-managed donor bases in Malaysia managed to grow. Benefitting from a historically continuous low attrition rate, our Malaysian charity partners were also quick and united in their approach to the challenges brought on by COVID-19. These factors combined allowed for a cushioning of the COVID-19 impact, ultimately allowing for the growth across the overall donor bases managed by SG Support in Malaysia.
As we move into 2021, Malaysian non-profits would need to look at acquisition-focused methods to continue growth/fundraising expectations.
2020
Highlights
- Resilience of donor retention practices as evidenced with continued low attrition rates.
- Quick redeployment of Face-to-Face fundraising with safety protocols in place, when conditions allowed.
- Approval rates have held steady throughout the lockdown period.
Challenges
- Driving alternative acquisition channels to supplement reduced acquisition volumes from Face-to-Face (value over volume).
- Macroeconomic factors beyond our control could alter donor performance.
- Acquisition of donors with the preferential payment type.
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
(MYR)
Total donations generated for non-profit partners in MYR
(USD)
Total donations generated for non-profit partners in USD
2020 in Numbers
40%
Donor Ratio
Percentage of Donors Cancelled over New Donors acquired
MYR 57
USD 14
Average Gift MYR / USD
Average monthly contribution (gift) per donor
45 months
Average Lifespan
Average number of months a donor will give to a cause they love
MYR 2,228
USD 552
Lifetime Value (LTV) MYR / USD
Estimated total contribution of a donor to their chosen cause
2021
Outlook
With acquisition rebounding strongly after the first MCO, this allows for an in-depth contingency plan to account for possible future MCOs of varying degrees.
While planning so, consider the following:
- Look at bringing into play one-time donors to build up a list which can be called should another MCO happens.
- Further mobilisation of alternative acquisition channels (these are no longer nice-to-haves, but necessary).
- Focus on reactivation works, further and beyond the current scope, if not done so already.
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.
