Case Study

Independent Charity

  • Independent large-scale charity approached Avocado55 to help with existing technology
  • Procurement of new Case Management systems
  • Review of organisations Operating Model Contact Centre & Local Operations

How we helped


Large-scale charity had seen a large increase in their services which was becoming operationally difficult for them to handle themselves due to inflexible legacy systems and poor cross functional collaboration.

1.National Contact Centre – review to optimise and improve process and WOW;

2. Case Management System replacement – full market assessment, including recommendations; 3. Operating Model Design – a high level review and redesign, to include clearly defined channel strategy.

Client is now able to; Deal with higher volume contacts, give their clients a better service experience, & higher quality data.

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