Case Study: Implementing an Engagement Center for Canadian Cancer Society of Saskatchewan
While working with the national community-based organization, Canadian Cancer Society in Saskatchewan (CCSSK), Heller Consulting assisted with implementing a robust system that could more effectively connect its participants, donors, volunteers and cancer survivors.
Like many organizations, CCSSK was manually running their Reminder for Life program. While that works for many organizations and can work for many years, CCSSK was ready to upgrade their systems and automate the process. But where do you start? And who has the time to take a break from the Reminder for Life program to automate the process to save CCSSK time down the road?
In this case study from Heller Consulting, they discuss how they took the first step, which was detailing the process in an Engagement Journey that then allowed Heller to build the Engagement Center including workflows, content, templates and triggers for CCSSK’s system to create a robust two-way communication channel for the organization and their constituents. These workflows and escalation processes allowed the call center to streamline and standardize their operations across the department. To assist with the introduction of new volunteers and help in the call center, Heller also created documentation, a knowledge base and onboarding Action Plans that are used to train new team members so they are up and running quickly and efficiently.
In addition to the Engagement Journey, Engagement Center and training documentation, Heller also helped CCSSK build a custom branded destination page using Salesforce Communities that allows volunteers to easily share information, keeping everyone on the same page, regardless of location.
Facing a short timeline, Heller and CCSSK combined resources to upgrade several areas of the organization. To read more details about this project and how Heller Consulting helped CCSSK, please visit TeamHeller.com and download this case study.