Background
Pancreatic Cancer UK is dedicated to supporting patients, families and researchers in the fight against pancreatic cancer. Ensuring that every supporter feels heard, valued and connected is central to their mission. As the charity expanded its supporter engagement efforts, it became clear that managing high volumes of messages and calls while maintaining a personal touch was challenging.
To provide consistent, human-first support, Pancreatic Cancer UK partnered with Social AF to manage their supporter experience across phone, SMS, WhatsApp and email.
The Challenge
Supporters often reach out with urgent questions, donation queries, fundraising updates, or requests to participate in challenges. Pancreatic Cancer UK needed a solution that would:
- Handle high volumes of supporter interactions without losing the personal touch
- Ensure every supporter felt valued, informed, and connected to the charity
- Provide actionable insights on supporter sentiment to improve engagement strategies
Our Approach
Social AF became an extension of the Pancreatic Cancer UK team, delivering tailored supporter experience services:
- Supporter SMS: We respond quickly and turned every message into a moment of connection with the charity’s supporters. By handling these high-volume, fast-moving channels with care and attention, we were able to keep people motivated, connected and confident.
Supporter Telephone Calls: We approach supporter calls as real conversations, not scripts, taking the time to build trust, show appreciation and strengthen long-term supporter relationships.
End-to-End Management
We managed the full supporter journey: answering queries, providing follow-ups and maintaining ongoing engagement. Our team also provided regular reporting and insights, helping Pancreatic Cancer UK understand supporter sentiment and improve their engagement strategies.
Insights from the Team
“Every call I make is a chance to make someone feel heard and connected to Pancreatic Cancer UK,” said Max Johnson, Social AF moderator. “Even a short phone conversation can make a huge difference in a supporter’s experience – it’s about empathy, patience, and really listening.”
Results
“Partnering with Social AF has transformed how we connect with our supporters. Their team understands our mission and ensures every interaction – whether a phone call or a text – feels personal and meaningful. Our supporters feel truly valued, our team has more capacity to focus on fundraising and projects, and we’re building stronger, longer-lasting relationships as a result.” – Lucy Mason, Pancreatic Cancer UK
- Enhanced supporter satisfaction: Every interaction reflects care and professionalism
- Increased engagement: Supporters felt more connected and motivated to participate in fundraising and awareness activities
- Time saved for internal teams: Social AF’s seamless integration allowed Pancreatic Cancer UK staff to focus on strategic initiatives
- Actionable insights: Regular reporting provided valuable understanding of supporter sentiment
The Social AF Difference
Social AF combines professionalism, empathy, and flexibility with deep charity sector expertise. Every team member has extensive in-house fundraising or communications experience, ensuring an understanding of both supporter needs and organisational goals.
For Pancreatic Cancer UK, this meant a service that felt like a seamless extension of their team, turning every interaction into an opportunity to engage, inspire and connect.