- 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
Client
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.
