{"id":9281,"date":"2019-05-20T18:01:00","date_gmt":"2019-05-20T18:01:00","guid":{"rendered":"https:\/\/www.blackbaud.com\/customer-stories\/san-diego-humane-society"},"modified":"2025-04-04T10:16:37","modified_gmt":"2025-04-04T14:16:37","slug":"san-diego-humane-society","status":"publish","type":"customer-story","link":"https:\/\/www.blackbaud.com\/customer-stories\/san-diego-humane-society","title":{"rendered":"San Diego Humane Society"},"content":{"rendered":"\n<section class=\"hero hero--customer-story\" id=\"hero--customer-story-block_af681d1c3614fe4843687cf22e755248\">\n    <div class=\"hero--customer-story__container has-image\">\n        <div class=\"hero--customer-story__container-diamonds d-none d-md-block\">\n            <div class=\"diamond-top__gradient\"><\/div>\n            <div class=\"diamond-top__green\"><\/div>\n        <\/div>\n        <div class=\"container\">\n            <div class=\"row\">\n                <div class=\"col-9 col-lg\">\n                    <ul class=\"breadcrumbs list-unstyled\">\n    <li><a href=\"https:\/\/www.blackbaud.com\"><i class=\"fa fa-home\"><\/i><\/a><\/li>\n            <li><a href=\"\/customer-stories\">Customer Stories<\/a><\/li>\n            <\/ul>                <\/div>\n            <\/div>\n            <div class=\"row\">\n                <div class=\"col-md-5\">\n                    <div class=\"hero--customer-story__container-content\">\n                        <p><span class=\"green-eyebrow\">San Diego Humane Society<\/span><\/p>\n<h2>Humane Society Uses Blackbaud  Luminate Online to Build Donor-Centric Programs and Spark New Growth<\/h2>\n                    <\/div>\n                                            <div class=\"hero--customer-story__container-download\">\n                            <a href=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/sandiegohumanesociety_cs_final.pdf\" target=\"_blank\"><i class=\"fa-solid fa-arrow-down-to-bracket\"><\/i> Download PDF<\/a>\n                        <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n                            <div class=\"hero--customer-story__container-image\">\n                        <img loading=\"lazy\" decoding=\"async\" width=\"517\" height=\"259\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2024\/06\/two-kittens.png\" class=\"img-fluid wp-post-image\" alt=\"\" srcset=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2024\/06\/two-kittens.png 517w, https:\/\/www.blackbaud.com\/wp-content\/uploads\/2024\/06\/two-kittens-300x150.png 300w\" sizes=\"auto, (max-width: 517px) 100vw, 517px\" \/>                    <\/div>\n                    <\/div>\n    <div class=\"hero--customer-story__vertical-region\">\n        <div class=\"hero--customer-story__vertical-region-diamonds\">\n            <div class=\"diamond-bottom__gradient\"><\/div>\n            <div class=\"diamond-bottom__blue\"><\/div>\n            <div class=\"diamond-bottom__white\"><\/div>\n        <\/div>\n        <div class=\"container\">\n            <div class=\"row\">\n                <div class=\"col-12 d-md-flex\">\n                                        <div class=\"hero--customer-story__vertical-region__vertical\">\n                                                    <img decoding=\"async\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/06\/nonprofits.svg\" class=\"img-fluid wp-post-image\" alt=\"\" \/>                            <span class=\"tag\">\n                                Nonprofit Organizations                            <\/span>\n                                                <\/div>\n                                                                <div class=\"hero--customer-story__vertical-region__region\">\n                        <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 24 24\"><g stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" clip-path=\"url(#map-pin)\"><path d=\"M12 14a3 3 0 1 0 0-6 3 3 0 0 0 0 6Z\"\/><path d=\"M17.657 16.657 13.414 20.9a2 2 0 0 1-2.827 0l-4.244-4.243a8 8 0 1 1 11.314 0v0Z\"\/><\/g><defs><clipPath id=\"map-pin\"><path fill=\"#fff\" d=\"M0 0h24v24H0z\"\/><\/clipPath><\/defs><\/svg>                                                    <span class=\"tag\">\n                                North America                            <\/span>\n                                                <\/div>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/section>\n\n<section class=\"customer-story-single__content\" id=\"customer-story-single__content-block_48663bbcd98eca97f5e8550518146e73\">\n    <div class=\"container\">\n        <div class=\"row flex-column-reverse flex-md-row\">\n            <div class=\"col-md-7\">\n                <div class=\"acf-innerblocks-container\">\n<section class=\"lede-quote\" id=\"lede-quote-block_a2a475dab45d742b477e280a38b2f924\">\n                        <div class=\"longform-content-lede-quote__content\">\n                <img decoding=\"async\" class=\"longform-content-lede-quote__content__image\" src=\"https:\/\/www.blackbaud.com\/wp-content\/plugins\/blackbaud-blocks\/blocks\/acf-longform-lede-quote\/\/img\/quote-rectangle.svg\" alt=\"quotes\">\n                <p class=\"body-medium body-large\">Now is a good time to build sustainers, because people are used to subscription-based services with things like Netflix. People are used to having payments automatically deducted on a monthly basis. We\u2019re taking advantage of that.&#8221;<\/p>\n            <\/div>\n                            <div class=\"longform-content-lede-quote__name\">\n                Jennifer Grantham            <\/div>\n                            <div class=\"longform-content-lede-quote__organization\">\n                <i>Senior Director of Annual Giving, San Diego Humane Society <\/i>            <\/div>\n            <\/section>\n\n<section class=\"lede-paragraph\" id=\"lede-paragraph-block_74e2f01ea73b6d934c65018b77cd1e8b\">\n    <div class=\"lede-paragraph__heading\">\n        <span class=\"tag\">\n            Overview        <\/span>\n    <\/div>\n    <p class=\"body-large\">\n        San Diego Humane Society aims to \u201cinspire compassion\u201d in 12\r\ncities and continue saving tens of thousands of animals every\r\nyear along the way. With programs ranging from traditional\r\npet adoptions to services that rehabilitate wildlife, San Diego\r\nHumane Society needs the right combination of personalized\r\nstewardship and time-saving technology to continue its rapid\r\ngrowth and expanding outreach.    <\/p>\n    <\/section>\n\n\n<section class=\"wysiwyg wysiwyg-white white-bg\" id=\"wysiwyg-block_060c668a74b36183b2ca228ef10ef470\">\n            <h3>San Diego Humane Society builds donor-centric<br \/>\nprograms and sets new goals for growth.<\/h3>\n<p class=\"body-medium\">\nSan Diego Humane Society provides lifesaving care to nearly 50,000 animals per year. That number includes dog and cat adoptions but also less obvious services, including a program to keep people united with their pets during times of financial strain, a wildlife rehabilitation center, and a kitten nursery.<\/p>\n<p class=\"body-medium\">Senior Director of Annual Giving Jennifer Grantham calls those services \u201csafety net programs\u201d and describes them as a key factor in starting a monthly giving program. \u201cThanks to Blackbaud Luminate Online\u00ae and other Blackbaud solutions, it\u2019s up to $75,000 per month coming in without us having to spend a lot of time on it,\u201d she explained.<\/p>\n<p class=\"body-medium\">San Diego Humane Society named the sustaining donor program Constant Companions and played it smart by augmenting stewardship touchpoints for that group while excluding them from routine appeals. \u201cNow is a good time to build sustainers, because people are used to subscription-based services with things like Netflix,\u201d Grantham said. \u201cPeople are used to having payments automatically deducted on a monthly basis. We\u2019re taking advantage of that.\u201d San Diego Humane Society also enlisted the right tools for the best results.<\/p>\n<p class=\"body-medium\">Although a regional organization, the team employed traditional face-to-face fundraising strategies most commonly used by international organizations to reach people in the most organic way\u2014by starting a conversation in public places. San Diego Humane Society also relied on Blackbaud\u2019s flagship fundraising solution, Blackbaud Raiser\u2019s Edge NXT\u00ae, to drive phone calls to donors who have given twice per year and Blackbaud\u2019s marketing solution to drive online messaging to a wider audience through social media. The results: over 500% growth in monthly donors in eight short years, with a 12% increase in retention and growing.<\/p>\n    <\/section>\n\n\n<section class=\"wysiwyg wysiwyg-white white-bg\" id=\"wysiwyg-block_5c8ab9e6d7ecdc5a0074ade511ddaf25\">\n            <h3>Saving Time and Money<\/h3>\n<p class=\"body-medium\">San Diego Humane Society relies on Credit Card Updater, offered exclusively to Blackbaud Merchant Services\u2122 customers, to avoid time-consuming and potentially awkward calls to donors with expired credit cards. \u201cIt\u2019s something really simple, but every time we don\u2019t have to pick up the phone and call a donor or email a bunch of times, we are really grateful,\u201d Grantham said.<\/p>\n<p class=\"body-medium\">In the first three years alone, San Diego Humane Society recovered 1,221<br \/>\ncredit cards representing over $58,000 in potentially lost revenue. The organization also saved an estimated 200 hours of staff time. Online Giving Manager Wyn Furman knows how time-intensive lapsed donor calls can be and is grateful for Credit Card Updater lightening the work load. \u201cCredit Card Updater actually got me on my gift this month,\u201d she said. \u201cI didn\u2019t need to update my payment data and instead waited for it to be done automatically<\/p>\n    <\/section>\n\n<section class=\"in-story-fact\" id=\"in-story-fact-block_cfe74a2f22e7353075a45238bc3e8568\">\n            <div class=\"in-story-fact__wrapper\">\n                    <div class=\"in-story-fact__item w-lg-50\">\n                <h3>\n                    <mark>12%<\/mark>\n                <\/h3>\n                <p class=\"body-large\">increase in donor retention<\/p>\n            <\/div>\n                    <div class=\"in-story-fact__item w-lg-50\">\n                <h3>\n                    <mark>513%<\/mark>\n                <\/h3>\n                <p class=\"body-large\">growth in sustaining donor program<\/p>\n            <\/div>\n            <\/div>\n        <\/section>\n\n\n<section class=\"wysiwyg wysiwyg-white white-bg\" id=\"wysiwyg-block_4a9ef491505e4f240e7773a12105be92\">\n            <h3>Building a Website to Drive Engagement<\/h3>\n<p class=\"body-medium\">\nSan Diego Humane Society recently partnered with Blackbaud for a<br \/>\nwebsite redesign with a stronger donor focus. \u201cWe have gotten so many<br \/>\ncompliments\u2014including from some industry experts,\u201d Grantham said.<br \/>\nThe organization set up focus groups to learn what supporters want and<br \/>\nneed, then made recommendations accordingly. They asked for an easier,<br \/>\nmobile-responsive search function to help make it simpler to check out<br \/>\nanimals available for adoption. San Diego Humane Society\u2019s own team<br \/>\nwanted the website to help drive more meaningful donor connections<br \/>\nthrough impact reporting. \u201cThe Blackbaud team really listened to what we wanted,\u201d Grantham said. \u201cThere was a lot of thought that went into the site, studying who our personas are and making sure we had what our constituents wanted. We didn\u2019t even think it was possible to make that happen. That was a labor of love.\u201d<\/p>\n    <\/section>\n\n\n<section class=\"wysiwyg wysiwyg-white white-bg\" id=\"wysiwyg-block_9ef1e73ed8b20735a20f8894becb96ea\">\n            <h3>Planning for Growth<\/h3>\n<p class=\"body-medium\">San Diego Humane Society intends to grow every year, both in the number of animals helped and the funds raised to ensure that those \u201csafety net programs\u201d continue operations. \u201cThe expectation for us to raise more money is definitely there, and it\u2019s going to be increasing in the next five to seven years,\u201d Grantham said. \u201cWe have to be able to scale what we\u2019re doing, and our software is allowing us to do that.\u201d She remembers when her team aspired to make its sustained giving a milliondollar program. \u201cIt\u2019s kind of unreal to me, because we are achieving that now,\u201d Grantham said. \u201cNow $1 million isn\u2019t enough. In thinking about how to manage that next step, it\u2019s going to be the technology.\u201d<\/p>\n<p class=\"body-medium\">San Diego Humane Society recently launched the silent phase of a comprehensive fundraising campaign to grow its philanthropic program. The campaign\u2019s fundraising strategy includes everything from endowment solicitations of major donors to a website that integrates with solutions for <a href=\"https:\/\/www.blackbaud.com\/products\/raisers-edge-nxt-financial-edge-nxt\">payment services (Financial Edge NXT\u00ae), fundraising and relationship management (Raiser&#8217;s Edge NXT)<\/a>, peer-to-peer fundraising, and more. \u201cWe\u2019re growing really fast, and technology is so important,\u201d Grantham said. \u201cWe need our systems to talk to one another. That\u2019s one of the reasons we\u2019ve taken on so many Blackbaud products\u2014because of their ability to integrate with one another.\u201d<\/p>\n    <\/section>\n<\/div>\n                                    <div class=\"customer-story-single__content-download\">\n                        <a href=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/sandiegohumanesociety_cs_final.pdf\"><i class=\"fa-solid fa-arrow-down-to-bracket\"><\/i> Download PDF<\/a>\n                    <\/div>\n                            <\/div>\n            <div class=\"col-md-5 col-lg-4 offset-lg-1\">\n                                <div class=\"customer-story-single__sidebar has-image\">\n                                            <div class=\"customer-story-single__sidebar-logo\">\n                            <img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"250\" src=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/sd-humane.jpg\" class=\"img-fluid\" alt=\"\" srcset=\"https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/sd-humane.jpg 250w, https:\/\/www.blackbaud.com\/wp-content\/uploads\/2023\/07\/sd-humane-150x150.jpg 150w\" sizes=\"auto, (max-width: 250px) 100vw, 250px\" \/>                        <\/div>\n                                        <div class=\"customer-story-single__sidebar-content\">\n                        <h5>San Diego Humane Society<\/h5>\n                                                                            <h6>Powered by<\/h6>\n                            <div class=\"customer-story-single__sidebar-products\">\n                                <ul class=\"list-unstyled\">\n                                                                                <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/customer-stories\/san-diego-humane-society\">\n                                                    Blackbaud Analytics                                                <\/a>\n                                            <\/li>\n                                                                                    <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/products\/blackbaud-financial-edge-nxt\">\n                                                    Blackbaud Financial Edge NXT                                                <\/a>\n                                            <\/li>\n                                                                                    <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/?post_type=product&#038;p=2956\">\n                                                    Blackbaud Integrated Payments                                                <\/a>\n                                            <\/li>\n                                                           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href=\"https:\/\/www.blackbaud.com\/products\/blackbaud-raisers-edge-nxt\">\n                                                    Blackbaud Raiser&#039;s Edge NXT                                                <\/a>\n                                            <\/li>\n                                                                                    <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/products\/blackbaud-teamraiser\">\n                                                    Blackbaud TeamRaiser                                                <\/a>\n                                            <\/li>\n                                                                                    <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/customer-stories\/san-diego-humane-society\">\n                                                    Credit Card Updater                                                <\/a>\n                                            <\/li>\n                                                                                    <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/customer-stories\/san-diego-humane-society\">\n                                                    Data Enrichment Services                                                <\/a>\n                                            <\/li>\n                                                                                    <li>\n                                                <a class=\"cta-text-arrow\" href=\"https:\/\/www.blackbaud.com\/products\/justgiving-from-blackbaud\">\n                                                    JustGiving from Blackbaud                                                <\/a>\n                                            <\/li>\n                             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