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OVERDUE PLEDGE REMINDER BUSINESS PROCESS
Process Purpose: The purpose of the Overdue Pledge Reminder Process is to identify, process and send
overdue reminder letters to donors for payments on pledges and recurring gifts* that
are past due (next installment date is prior to this month), while providing the option
to identify overdue reminders that are to be customized or skipped.
The goal is to leverage Cannon and deliver a clear and concise overdue reminder
process to our donors, providing transparency and tracking of the overdue reminder
process.
*See Process Scope and Specific Process Scope Exclusions for details
Role: • All Prospect Managers with assigned Prospects in Cannon
• Annual Giving team
• Development Assistants and Executive Assistants
• Revenue team
Process Scope: This process manages the review, distribution, and tracking of overdue reminder
letters for pledge installments or recurring gift payments that are due prior to this
month.
(Please see next section for specific exclusions from process)
1. Overdue Reminder Review Scope (Gift Alerts):
Similar to the current Pledge reminder process, overdue pledge and recurring
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gift payments are reviewed between the 1 and 15 of each month. The
Relationship manager decides if action is taken on this revenue record (skip
overdue reminder or send personal overdue reminder) and the reminder
history will be stamped and negated from the automated overdue reminder
process)
2. Overdue Skipped Reminders Scope
For overdue payments from 1. where the RM decides to use ‘Skip Overdue
Reminder’ task, no reminder letter will be sent to the donor that month.
(Revenue attribute of ‘skip overdue reminder’ is temporary added)
3. Send Personal Overdue Reminder Distribution Scope
For overdue payments from 1. where the RM decides to use ‘Send Personal
Overdue Reminder’ task, the RM is responsible for providing an overdue
reminder to the donor using a personal outreach and completing the
automated pending general interaction on the constituent record.
4. Standard Automated Reminder Letter Distribution Scope:
Any overdue payments from 1. where the RM takes no action will be
included in the standard reminder letter generation processes.
Grouped reminder processes are created per approved segmentation. (eg. by
colleges, units) like the current Pledge reminder process.
Note: In order the for the letter to be processed, the reminder flag on the
overall commitment will need to be flagged as “Yes”. (See scope exclusion
note below)
Segmentation is currently:
• Per Relationship manager (in specific colleges, units), unassigned
commitments or EA support specific
and
• 2 decided letter templates:
o Organizations including Sponsorships
o Individuals and Foundations
5. Reminder History Tracking Scope:
The reminder history will track all activity on an overdue payment along with
a date stamp and comments of who performed the action. In the case where
a “send personal overdue reminder” is selected, once the status of the
general interaction is changed to “completed” is then when the reminder
history will be stamped.
*active are considered all active Pledges with a balance greater than 0 and all
Recurring Gifts with a status of active or lapsed
Specific Process Scope Commitments with Send Reminder Flag = N
Exclusions: The following are reasons where reminder will equal no upon creation of a Pledge or
Recurring Gift and will be omitted from automated Reminder process (but will still
display as an overdue transaction):
• Donor has requested to never receive a reminder letter for the duration of
the commitment
• Online LO Recurring gifts
• Payroll automated transactions
• Payment method of Credit card.
For commitments needing an overdue letter, a request to donate@uoguelph.ca to
change the reminder flag to yes will need to take place.
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Process Input: This process is initiated between the 1 and 15 of each month for each relationship
manager to use their My Fundraiser Page to review each transaction that is flagged
for an overdue reminder letter under specific criteria (see scope above). When a
transaction is selected to be skipped or a personal reminder option is selected, a
temporary revenue attribute is added to the commitment to ensure it is omitted from
the standard reminder letter process and is removed at the end of the month
automatically to cycle through the process again.
Transactions will be listed under the Gift Alerts of the Prospect manager assigned and
not to be mistaken for the Primary Plan Manager if it differs. *See process output for
scenario.
For transactions where a Prospect Manager is not assigned, the revenue records will
fall under a tab for AAG team to review under Reminder Process in Cannon to be
reviewed and tasked.
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On the 15 of each month, an automated queue runs of all the letter reminder
processes. The Development/Executive Assistant teams are then tasked to go into the
respected Reminder letter process in Cannon to review the mail merge letters to
adjust accordingly. The reminder history is automatically stamped during the
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automated process on the 15 for each record noted in the output.
Process Boundaries: • This process is initiated at the start of each month where relationship
managers are to review the overdue payments due and determine if a letter
needs to be sent for that month. (Using the next instalment date, it will be at
the discretion of the Prospect Manager to determine a 3-6-9 month reminder
letter schedule)
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• Reminder letters are to be processed and printed on the 15 of each month
omitting those that have a revenue attribute of skip overdue reminder. At
this time, revenue records are stamped of the reminder letter being sent in
Cannon if one exists or what action was taken.
• At the end of each month, the overdue reminder revenue attribute is
removed, and the process begins again for the next month
Process Flow:
• To follow the same workflow of the Pledge reminder process with the
exception of tasks explicitly indicating “overdue”
http://aadtraining.uoguelph.ca/pdf/Pledge%20Reminder%20Process%20wor
kflow.pdf
Process Output: Scenarios/use case examples when skip overdue reminder would be used:
• A discrepancy in the payment needs to be modified and it is close to the
overdue reminder being sent and want to ensure donor does not receive one
• A donor has specified that the overdue payment was made already and
currently in process
Scenarios/use case examples when send personal overdue reminder would be used:
• The Plan manager differs from the Prospect Manager, the Prospect manager
can flag to the Plan manager for a personal overdue reminder to be sent and
reviewed. A conversation between the RM’s is confirmed and owner of the
general interaction is modified.
• A joint pledge where transaction totals will need to be combined
• A relationship manager would like to use the template but add additional
verbiage or edits to the templates
Exceptions to Normal • All unassigned pledges and recurring gifts will fall under the Annual Giving
Process Flow: team and take place under a separate data list but will have the same task
options to ‘skip overdue reminder’ or ‘send a personal overdue reminder’.
• Upon selection of the cancel skip overdue reminder the reminder history is
updated with a comment of cancelled and the revenue attribute is removed
and follow the automated letter process
• Upon selection of the cancel send personal overdue reminder task the
interaction status is changed to canceled and the reminder history is
commented with canceled
• If the skip overdue reminder general interaction is canceled, the reminder
history is stamped with a comment that the interaction was canceled.
Control Points and • If no action is taken from the relation manager at the review reminders
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Measurements: scope (between the 1 – 15 of each month), a standard overdue reminder
letter will be processed to be printed, signed and sent.
• Letter Templates will be reviewed on an annual basis for overall content and
field mapping by the communications teams when all templates are
reviewed.
• The review reminder history and analysis on number of skipped and custom
reminder task will be reviewed by SLT and presented at the Fundraiser
Alignment Meetings.
Cannon Training Material: Training Videos:
To follow the same protocols as the current Pledge reminder process with
the exception of a different datalist of overdue transactions to review.
Revamped Pledge Reminder Process – Fundraisers
Automated Pledge Reminder Letter process
Pledge Reminder – Unassigned constituent records
Process Owner: Due to the complexity and range of audience through the process, process Ownership
has been divided up to the following:
• Letter templates, content, and review – Engagement Services,
Communications
• System modifications and development (query and queue/global
change) – IS team/BAT Office
• Accountability; reporting analysis Directors of Alumni Advancement,
Major Giving, OVC and OAC
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