The Frick Pittsburgh

Find out how The Frick Pittsburgh partnered with Khateri Consulting to streamline their processes, build successful membership retention plans, and execute their largest event celebrating their biggest art exhibit to date.

CRM Database | Member Retention | Event Planning

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CRM Database

Navigating the complexities of using three different systems.

The Frick Pittsburgh uses three different systems to achieve all of their data needs - Outbound, Counterpoint, and Raiser's Edge. Outbound and Counterpoint are primarily used to process tickets to the exhibits, tours, memberships, online donations, and gift shop purchases. Raiser's Edge is primarily used to process check and cash donations as well as house a summary of all purchase and contact information for each patron.

To assist with donor cultivation, the information that lives in all three of these is used daily by the Advancement & Engagement department. Due to high turnover in staff within the department and older systems, there was inconsistent data inputting methods, lack of training materials, and integration processes that were clunky and unreliable.

Khateri Consulting was brought in to streamline processes and develop system improvements. We worked alongside staff to develop reports and processes that would streamline their day-to-day and then created "How To" guides for reference. We also spent time speaking to the different support lines for each system to work through and rectify some of the errors that were occurring for patrons when using the online system. Several data clean up projects were identified and serve as ongoing projects for Khateri Consulting.

Member Retention

Cultivating the largest membership base since the pandemic.

In addition to donations, The Frick Pittsburgh relies on memberships to help them continue to offer vibrant cultural programming to their region. Members are provided with enhanced opportunities to enjoy all that The Frick Pittsburgh has to offer through free admission, discounts, events, and much more including virtual visits.

Thanks to their recent Vermeer, Monet, Rembrandt: Forging the Frick Collections in Pittsburgh & New York exhibit, The Frick Pittsburgh is experiencing their largest membership base since the pandemic - 6,000 members in 2019 which dropped to 4,000 members in 2021 and are now back up to 5,000+ members.

Khateri Consulting was brought in to act as a Membership Manager in the interim while The Frick Pittsburgh conducted a job search for a full-time position. We analyzed the membership 5-year history including increases and decreases in membership levels. We also analyzed the current retention rate to establish the breakdown of the memberships into renewals, "upgrades", "downgrades", lapsed renewals, returning lapsed, and brand new. With this information we put together a retention plan and an acquisition plan to keep existing members and to attract new ones.

The Frick Fête

A celebration of their once-in-a-lifetime exhibit Vermeer, Monet, Rembrandt: Forging the Frick Collections in Pittsburgh & New York. Styled after a Gilded-Age soiree with a private gala dinner for 400 followed by a dessert and dancing portion of the evening that was open to the public.

Group of people in fancy dress attire standing outside around high-top tables and bars, enjoying drinks and hors d'oeuvres.

Two white women in fancy dress attire standing in front of a table, pointing to the name cards on the table.

White woman in a red formal dress with a large red flower on her head, white paracel, and red gloves, surrounded by a champagne carriage.

A band made up of three men in semi-formal attire, one playing a keyboard, one playing an electric bass, and one playing a saxophone.

An older white couple in fancy dress attire, standing in front of a table with a white woman in all black assisting them.

An arrangement of square and round tables placed under a white tent with flowers, linens, table settings, and people sitting at the tables.

An asian women in all black playing a cello surrounded by flowers and dinner guests

A square table decorated with linen, table settings, flowers, and candelabras.

A white women dressed in all black playing a violin surrounded by flowers and dinner guests.

A block of cheese with a jam topping sitting on a wood cutting board with serving spoon.

A graphic design of the event and site layout.

A group of people dressed in fancy dress, walking along a paved pathway outside under some trees.

Two white women in fancy dress attire dancing on a dance floor.

A white woman in fancy dress attire being shown her caricature drawing by a white man in blue button up and khaki pants.

A white, older couple in fancy dress attire sitting at a table, fanning themselves with white hand fans.

A line of people in fancy dress attire walking down a buffet line of desserts.

Five people standing on a stage performing, two as singers, one playing a saxophone, one playing a trumpet, and one playing a trombone.

A white women in a brightly colored outfit and a flower crown holding six hula hoops as part of her performance.

A white wedding cake decorated with flowers sitting on a table surrounded by more flowers.

A white tent with brightly colored lights projected onto the ceiling, a stage with a band on one end, and a dance floor in the middle.

Brightly colored macaroons displayed as a tower sitting on a table with other desserts in the background.

Two women dressed in Georgian Period dresses, posing in a picture frame as if part of a painting.

Event Planning

Celebrating a once-in-a-lifetime art exhibit.

The Frick Pittsburgh partnered with New York-based The Frick Collection for the first time to unite the collections of 19th-century industrialist Henry Clay Frick and his daughter, philanthropist Helen Clay Frick. Vermeer, Monet, Rembrandt: Forging the Frick Collections in Pittsburgh & New York explores the Fricks' shared passion for art collecting, how their iconic acquisitions shaped the museums they established, and how we define great art today.

In celebration of this once-in-a-lifetime exhibit, The Frick Pittsburgh planned a Gilded-Age styled soiree that included a private gala dinner for 400 followed by a dancing and dessert portion of the evening that was open to the public.

Khateri Consulting was brought in to assist with last minute planning and event coverage. We provided thought provoking questions to ensure that the event planners have thought of all possible scenarios from crowd control to patron's questions to First Aid, taking great care not to discredit the work that had already been done. During the event, we assisted with dinner registration and lead a team to achieve a smooth and successful community registration.

Kitanya’s expertise in non profit operations, event management and CRM database/ticketing systems made it possible for her to assist the Frick Pittsburgh with three separate projects simultaneously – resolving a critical issue with our ticketing system during the most popular exhibition in our organization’s history, stepping in to assist and manage a 400-person outdoor event, and conducting an analysis of our membership history.

Kitanya is a team player with the unique ability to identify problems and implement solutions quickly and effectively. She seamlessly stepped into our department, connected with all our project stakeholders and became a vital member of our team within only a few days. Her unique skillset and experiences make her a highly valuable resource for both short- and long-term projects.

- Suzanne Wray

Director of Advancement & Engagement, The Frick Pittsburgh

Pittsburgh, PA