Following the impact of Covid-19, Victim Support experienced a significant surge in demand for their services. However, their ability to help was hindered by internal roadblocks.
Victim Support
Overcoming Operational Friction in the Third Sector
Service Delivered
Expert: SME
SME
Third Sector
Result
Overall better customer experience
The challenge
The client’s need
This large-scale charity approached Avocado55 because their existing infrastructure was failing to keep pace with growth. Key challenges included:
Legacy Systems: Inflexible and complex technology made managing demand operationally difficult.
Declining Satisfaction: Outdated tools contributed to a drop in Customer Satisfaction (CSat).
Siloed Operations: Poor cross-functional collaboration prevented efficient service delivery.
Our strategic approach
Avocado55 designed a comprehensive roadmap to modernise the charity’s operations and technology stack.
Operational Review: We reviewed and optimised existing processes and ways of working to remove friction.
Strategic Procurement: We led a robust RFP and procurement process to identify a modern case management system.
Operating Model Design: We conducted a full design review of the operating model to ensure long-term scalability.
The impact
Our intervention ensured the charity could focus on its mission rather than its technology.
Process Optimisation: Streamlined workflows directly led to improved CSat scores.
New Case Management System: Deployment of modern tools provided a significantly better Customer Experience (CX).
Improved Agility: The client is now better equipped to handle fluctuations in contact volume.
Enhanced Service: An overall improved experience for both the staff and the individuals seeking support.
Process Optimisation: Streamlined workflows directly led to improved CSat scores.
New Case Management System: Deployment of modern tools provided a significantly better Customer Experience (CX).
Improved Agility: The client is now better equipped to handle fluctuations in contact volume.
Enhanced Service: An overall improved experience for both the staff and the individuals seeking support.
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