Wildlife Victoria address weaknesses in times of disaster using $10,000 grant from salesforce.com Foundation

Challenge

• Communications between various teams including volunteers, committee, staff, media and public needed to be improved
• Wildlife Victoria had trouble keeping track of who had volunteered and who had the appropriate skills and equipment to help out
• Faster access required to volunteers needed at certain locations • Efficient management of donation payments

Solution

• salesforce.com Foundation grant allowed the essential development of portal Service Clouds for improved internal communications
• salesforce.com with Google Docs integration provides central collaborative environments for critical documents in the Cloud
• Volunteers can now update their own personal information and activity preferences
• SMS Service Cloud implemented with Google Maps mashup (using visualforce apex) where all contacts, suburbs and rescue cases are geo-coded to allow nearest volunteers to be called upon
• Automated payment solution includes receipting, reconciliation, batch group payments, and management of recurring donations

Results

• Single centralised location for storing and updating details in the customer portal
• Improvement in call centre data quality - now have a better handle on rescues, who is managing them, and the final result
• Ability to share information rapidly in the cloud for a faster response to disasters
• Time spent dealing with enquiries and receipting reduced by 80%
• Receipts now sent as PDFs to reduce time and postage costs