Elderhostel's Mei Fulton Discusses the Nonprofit's Data Mart
TM: How does this data mart help Elderhostel improve its customer service from a resource allocation perspective?
MF: We do have a large number of customers who prefer to talk to someone at the call center, just because they like the personal touch. So any interaction that we have, any touchpoints that we have—for example, if we deploy an e-mail campaign—we know that may generate calls into the call center. ... We're constantly working across departments to make sure that everyone's aware of the different initiatives that are going on.