Helping victims by reducing administration

For Victim Support

Victim Support has staff based in 65 locations across New Zealand, managing over 1,000 volunteers who provide support for around 250 traumatic incidents each day.

Problem

With many of these incidents having multiple victims across several locations, and many of those victims needing multiple instances of support, the amount of activity Victim Support has to manage is considerable. The existing incident management system was less than optimal, with challenging data entry and reporting leading to a lack of visibility of data, manual workarounds and inconsistent processes. This increased the risk of victims not receiving the appropriate levels of support.

Solution

To resolve this issue Davanti recommended the rich functionality of Salesforce.com’s Sales Cloud, coupled with the Force.com platform’s ability to develop customised components and deploy an online portal, provided an ideal solution for Victim Support.

Davanti helped Victim Support to map processes and identify interactions between victims, volunteers and employees. These processes could then be supported in the Salesforce solution with automated workflows and escalations, creating simplification and consistency.

Victim Support staff now enjoy a 360 degree view of every victim, online portals to ease data entry, tasks and reminders as well as expense and funding management to ensure resources are correctly channelled to aid each victims recovery.

Results

Victim Support now has streamlined incident management, increasing productivity and efficiency of staff and volunteers. More consistent processes, ensuring that victims receive the same high levels of care and support at every location. One centralised repository of information, giving greater visibility of a victim’s history and interactions with Victim Support, and ensuring all staff dealing with them are fully informed. Ultimately this allows Victim Support to focus on helping people recover not administration.