Diabetes Australia-VIC ramps up support for Victorian sufferers, in the cloud

Challenge

• Diabetes Australia – VIC is the peak consumer body and leading charity representing people affected by diabetes and those at risk
• Managing its members and donors across 17 different databases was wrought with challenges, making it near impossible to improve member services and fundraising
• Inbound member calls to the call centre were awkward, requiring multiple databases to be queried
• The Not-For-Profit organization evaluated various data management systems - only salesforce.com was priced right, fast to implement and flexible

Solution

• Diabetes Australia–VIC purchases 120 Salesforce licences
• Service Cloud: A call centre deployment was completed approximately 6 x faster than was estimated for competitive solutions
• Chatter: Diabetes Australia–VIC now has its eye on Salesforce’s collaboration tool for improving internal communications

Results

• Call centre staff deal with calls in half the time
• Workflow rules ensure that customer cases are tracked from first call to case closure, with nothing falling through the gaps
• Reporting in Salesforce is a breeze - dramatic improvements in fundraising analytics are expected to contribute to a 25% increase in revenues over the coming year