"Salesforce lets us set new benchmarks for delivering counseling services to our LGBTI communities."

Ross Jacobs
Clinical Director

New benchmark for service

QLife began as a project to counsel and support Australia’s lesbian, gay, bisexual, transgender, and intersex (LGBTI) community members, wherever they are. It brings together five state-based counseling services to provide a nationwide support service through a single 1-800 number, website, and online chat. It offers anonymous counseling for individuals struggling with mental health issues, discrimination, relationships, and isolation, and dealing with coming out.

Ross Jacobs, clinical director, told it simply: “With Salesforce, we are able to take the best of each local counseling service and combine it into a single system-based set of processes, while adding innovation-based options like live chat.”

This vision has been realized through Service Cloud and built on the Salesforce platform.

Now, when someone calls, or chooses the live chat option from the QLife website, Service Cloud works in the background to connect them to an available counselor. Service Cloud delivers knowledge into the hands of that counselor as they converse with the caller through on-screen access to a growing knowledge library and resources linking back to local areas.

The results since implementing Service Cloud are impressive. QLife’s ability to manage call volumes has increased. Calls to QLife are up by 23% — to 7,000 calls — in just nine months, and that figure is expected to grow by another 10% in the next year.

QLife can offer initial support to individuals with mental health issues, and will refer callers who need continued support to appropriate mental health services available in the areas where they live. Counselors are managing these referral processes seamlessly in Service Cloud.

Community Cloud is a way to extend the value of Service Cloud to volunteers, with customized content geared specifically toward enabling them. It’s an interactive place to access information, peer source answers, submit cases, and chat with other volunteers in private social networking-style feeds.

“Community Cloud offers a great place for us to share information and reach all of the QLife resources. We can go from the national level and reach back down to the volunteer level quickly and easily,” Jacobs said.

Volunteering can get lonely for those located in smaller centers. But with Chatter — the Salesforce enterprise social network — QLife links volunteers across Australia.

“Our use of Chatter is unique, compared with other Salesforce customers in Australia. We use it primarily as a connection space. It’s not about sales or contacts. It’s about people who are based in five different centers being able to connect with one another,” Jacobs said.

The Salesforce1 Mobile App is keeping conversations alive on the go. Through a customized call log function — built on the Salesforce1 Mobile App — volunteers enter demographic information and a general outline of their call. That information flows through to a supervisor for a fast response. Now all volunteers, no matter where they are, receive real-time supervision on calls when they need it, and supervisors are more engaged with volunteers’ performance.