As internet use integrates deeper into daily life, organisations such as nonprofits must adapt to capitalise on its transformative power. Globally, 54% of donors now prefer online giving, a trend that has seen significant growth year over year. In 2020, online donations surged by 21%, marking a 32% increase over the past three years.

The benefits of online fundraising are compelling: it saves resources, enhances donor relationships, and expands outreach, enabling broad participation in charitable missions. Leveraging digital platforms and social media, fundraisers can efficiently raise funds and amplify their impact. This efficiency is evident in the substantial 40% growth in online donations observed in recent years. Real-time updates on campaign progress further engage donors, fostering transparency and trust throughout the donation journey.

For nonprofits, embracing online fundraising isn’t just about keeping pace; it’s about harnessing digital tools to drive meaningful change and sustainability in their missions. Adapting to these trends not only increases operational efficiency but also broadens the reach and impact of their charitable endeavours in an increasingly connected world.

Kitabisa’s journey: Bridging the gap in the online donations space

Recognising the importance of online donation and the lack of a reliable online donation platform in Indonesia, Kitabisa (meaning “We Can”) was founded in 2013 in Jakarta to bridge this gap and connect people with causes they care about.

With a mission to create a kinder world, by enabling you to channel kindness at scale, Kitabisa has experienced remarkable growth, it has evolved into an impactful ecosystem enabler, amassing a user base of over 10 million users, collectively raising over 850 billion Indonesian Rupiah (US $52 million) annually for more than 1,000,000 campaigns, 3500+ NGOs and social institutions, and 400 CSR initiatives, supporting a wide array of social causes.

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The platform empowers individuals, communities, non-profits, and companies to raise funds by creating personalised fundraising pages for various social, personal, and creative endeavours, fostering a culture of giving and community support across Indonesia.

In its early days, Kitabisa focused on building a reliable and user-friendly platform that would simplify the process of fundraising and donating for social, personal, and creative endeavours. To stay on this path and serve as a bridge for goodness and a forum for mutual cooperation for the Indonesian people, it seeks to encourage users to donate more via the app, through personalised and data-driven engagement.

Challenges faced by Kitabisa: User activation and retention

As Kitabisa grows, it has achieved significant milestones and has become Indonesia’s largest and most trusted donation platform. However, this growth was not without its challenges. One major hurdle was user activation and onboarding. Many users struggled with the initial steps of registration and understanding how to use the platform effectively. This was compounded by the difficulty of implementing marketing automation at scale, which is crucial for maintaining user engagement and encouraging repeat usage.

Additionally, Kitabisa faced struggles with user retention, experiencing high drop-off rates after app installation. Statistics revealed that over 50% of users did not proceed to register or pledge after their first launch of the app. This highlighted the importance of the first-time user experience (FTUE) in determining app success.

To address these challenges, a seamless and engaging FTUE is essential for retaining users and ensuring they understand the value of the platform, ultimately leading to higher registration and pledge rates.

Harnessing CleverTap’s solutions to overcome challenges

Founded in 2013, CleverTap is an all-in-one customer engagement platform that unifies people, processes, and technology. Designed for real-time scalability, it helps businesses convert customers into lifelong patrons through in-moment experiences. CleverTap provides analytics to understand user behaviour, segmentation tools, and automated marketing campaigns for personalised interactions. Leveraging machine learning and predictive analytics, CleverTap enhances user engagement, retention, and long-term customer loyalty.

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Implementing CleverTap’s solutions, Kitabisa utilises analytics features such as funnels and cohorts to understand user journeys, identify friction points, and track churn trends. This data-driven approach enhances marketing campaigns by creating actionable segments and delivering relevant messages across preferred channels, such as in-app notifications for new users.

By leveraging CleverTap’s Journeys, Kitabisa orchestrates omnichannel marketing campaigns at scale, eliminating the need for extensive coding and reducing reliance on the development team.

This strategic use of segmentation improves campaign relevance and click-through rates (CTR), ultimately boosting week-over-week retention rates and increasing the lifetime value (LTV) of users. Funnels provide insights into user behaviour throughout the donation process, while cohort analysis informs effective win-back campaigns, ensuring that Kitabisa maximises engagement and support for social causes.

Kitabisa’s success with CleverTap

Denny Yusuf, Product Lead at Kitabisa

Kitabisa’s adoption of CleverTap has become one of the biggest factors in helping the company yield significant outcomes, including increased user engagement, retention, and lifetime value (LTV). Specific success metrics include a 33% rise in the median number of donations per user, a 10% increase in average click-through rates (CTR) for push and in-app notifications, and a 5% boost in user stickiness. These achievements underscore CleverTap’s impact in enhancing Kitabisa’s operational effectiveness and fostering sustained growth.

Looking ahead, Kitabisa is poised to capitalise on further growth opportunities, encouraging other tech startup entrepreneurs to harness similar solutions to drive their success in the competitive digital landscape.

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“CleverTap has enabled us to take an integrated approach whereby we can track user interactions and tap insights to better understand user behaviour. This equips us to deliver prompt nudges and highly relevant communication across various channels, based on the user’s behaviour. Further, we are even able to predict future intent and tailor our communication appropriately,” shared Denny Yusuf, Product Lead at Kitabisa.

Tech startup entrepreneurs can explore CleverTap’s transformative solutions to propel their ventures by visiting their official site.

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This article is produced by the e27 team, sponsored by CleverTap

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