How Advance Impact launched a fundraising contact centre from scratch partnering with Kaizn
Advance Impact launched a scalable tele-fundraising contact centre, onboarding 10+ clients and delivering 160,000+ donor interactions using MaxContact CCaaS.
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Founded in 2017, Advance Impact quickly established itself as one of Australia’s leading direct sales and marketing companies. By late 2020, the business was ready to expand into tele-fundraising, setting up a brand-new contact centre operation in Brisbane.
As a new contact centre, Advance Impact faced a familiar challenge. They needed technology that could support them from day one, scale as the operation grew, and remain cost-effective during an early growth phase. Beyond the platform itself, they were looking for trusted guidance, local support, and practical industry experience to help them avoid costly missteps.
The brief was clear. Advance Impact needed an agile, cloud-based contact centre solution that delivered enterprise-grade functionality while staying within a startup budget, backed by a partner who understood contact centre operations, not just software. There are numerous providers however Advance Impact required the highest quality product, including all the latest features within a start-up budget. During this growth period, it is vital that monthly budgets are efficient to attract new clients, be price competitive, yet provide leading technology and features.
“The team at Kaizn helped us to choose MaxContact, a supplier that is proven, has the technical expertise and can call on their senior management for advice as well as both pre-sales and post-sales technical support. This provides all the ingredients for absolute success.”Markus Pedersen Contact Centre Manager
Advance Impact invited the team at Kaizn to showcase the MaxContact solution to the management team and demonstrate how the solution would benefit the business. Although the Contact Centre Manager had seen MaxContact in action before it was important to get full buy-in from the executive team. During this process, Kaizn carefully identified the needs, wants and must-haves for Advance Impact to ensure the final tailored product provided ALL the functionality required to meet the specific brief.
After sign off, the Kaizn team and the team at Advance Impact sat down to go through a detailed onboarding plan which included; a detailed master script, reporting requirements, operational requirements, training plans and go-live strategy. Having this close communication and understanding is paramount to a successful launch.
Kaizn maintained consistent dialogue with Advance Impact during the system build and configuration stage to ensure that the client was kept up to date with progress and could manage their timeframes accordingly.
Extensive on-site training was carried out prior to go live and when the first campaign started with MaxContact, the Kaizn team were on call ready to assist with any enquiries. This process ensured a smooth go-live and has given Advance Impact the confidence that they can onboard and roll out future campaigns with ease.
“Having a simple, and easily replicable, system for onboarding new clients is critical for efficiency and saves considerable staff hours when bringing on a campaign.” Markus Pedersen Contact Centre Manager
“I’d previously seen MaxContact in action at another not-for-profit organization and had seen the success it had brought the team there. However, one of the most appealing features of MaxContact is that it is a cloud-based platform. This meant there was no requirement for us to deploy and manage new servers to support the application. We were also impressed with its ability to be rapidly deployed, rich reporting functionality, support for API driven applications and easy customisation for individual client requirements. This all-in-one cloud contact centre functionality and ticked all the boxes we were looking for in an outbound dialler solution.” Markus Pedersen Contact Centre Manager
Since partnering with Kaizn and launching MaxContact, Advance Impact has grown its tele-fundraising operation with speed and confidence.
The business has successfully onboarded more than 10 clients, supported by a system designed for simple, repeatable campaign setup. The contact centre has delivered over 160,000 donor interactions while maintaining 100 percent system uptime since go-live. Contact rates have remained consistently above 63 percent, supporting strong campaign performance and client outcomes.
The platform has scaled alongside the team, with plans in place to expand into additional sites as the operation continues to grow. Just as importantly, Advance Impact has an ongoing advisory partner in Kaizn, providing strategic guidance and operational support beyond the initial implementation.
