Volunteers required extensive training which included how to avoid the glitches of their existing system and learning the process to escalate an issue. It was very time consuming and led to inaccurate data for reporting to the board and to potential investors.
Smooth the path from a paper based approach. The steps and care requirements undertaken by helpline staff (workflow) is fully incorporated into system design minimizing training
Ability for Young Minds to customise their own workflow and information capture criteria without the need to re-engage WKD for system modifications
The ability to define reports in a near English manner to eliminate fixed complex report definitions thus enabling Young Minds to change their reporting at will
Reduced the training of volunteers by 25% allowing the charity to help people sooner. This meant 100% greater visibility when dealing with external staff and advisors and people got help far quicker. It also dramatically increased quality of reporting which will hopefully lead to greater funding.
Although it was envisaged by the customer that a paper trail would still be required by the helpline staff for recording of relevant call information during a transitional period. Through previews of the system, this thinking has changed to now eliminate the paper trail.