Project Overview
Over the last few years, clothing donations have steadily declined, eroding a major source of revenue for DAVIC. The main reasons for the drop in revenue were:
1. The processes for creating pickups were casual and slow and involved manual checking of the routes and identifying dates the pickups can be booked.
2. Their Contact Tracker solution did not integrate with the Telephony softphone.
3. Once the pickups were entered, the Logistics Manager had to manually assign pickups to drivers, which would take approximately 2hrs per day.
4. Drivers spent an hour every day planning out their route.
5. Due to limited reporting, they were not able to analyse or identify the process weaknesses in order to improve the business.
Project Commissioner
Project Creator
The Customer Experience Company
Team
Shrav Malkani
Jason Steiner
Ani Patke
Project Brief
Diabetes Australia – Victoria has been working to reduce the impact of diabetes since 1953. They provide services ranging from providing information about diabetes, products, services, programs, events and membership to services including the Clothing Collection which collects second-hand household items seven days a week. They also facilitate over 90 diabetes community support groups throughout Victoria.
A significant portion of their revenue comes from the sale of donated clothing items. The Customer Experience Company was tasked with designing a strategic business solution which would address each each of the issues identified in the overview in a manner which didn't increase the cost base of the operation.
Project Innovation/Need
Using multiple technologies The Customer Experience Company redesigned the experience and delivered the enabling salesforce.com based solution that managed all donors correspondence, collections and direct marketing campaign in a single repository. It also introduced “driver smarts” allowing DAVIC to more easily assign the best driver based upon schedule and GPS.
They did this by integrating the following technologies:
Force.com platform
Google Maps API
CTI integration (Interactive Intelligence)
Website integration
Reporting & Dashboards
Design Challenge
The 1st challenge that had to be overcome was to automatically calculate the possible pickup dates available for booking based on postcode & default routes.
This was overcome by having custom objects to store the default routes with corresponding pickup route frequency. Using this information, the available pickup dates are calculated for the operator to book in the pickup without manually checking a spread sheet. This greatly reduced errors & increased agent efficiency.
Pickups are now allocated to drivers automatically.
Salesforce connects with DAVic’s softphone, allowing them to accurately report on Caller stats. Salesforce reporting allows DAVic to drill down in to details of pickups created by time, routes, regions, demographics and other relevant details.
Google Maps integration allows them to retrieve bulk geocodes to proactively validate addresses, reducing routing errors.
The new solution allows DAVic to easily view all pickups for a particular day on Google Maps, allowing the Logistics Manager to move the pickups from one driver to other using drag select, click & save.
Donation requests created via an online webform are instantly available in Salesforce using Sites & custom Visualforce pages.
Future Impact
The solution was well adopted from the 1st day of go-live due to the value it provided, along with being extremely user friendly.
The call handling time has reduced considerably by about 50%.
Expenses related to 3rd party applications are reduced with the retirement of Contact Tracker.
Logistics Manager’s daily work has reduced by at least 20%, as the pick-ups are automatically allocated to drivers. This allows him to focus on higher value activities like identifying inefficient routes and reducing driver miles while continuing to increase pick-ups and reduce costs.
Donations have increased by 33% from approximately 190 pick-ups per day to 300 pickups per day.
Ability to record and report on all collections and provide meaningful insights into the donors donation habits.
Salesforce Campaign’s allows DAVic to track and measure the progress of campaigns by location and/or donor demographic.
Integrating Salesforce with the website, allowing the collections requests to be submitted and validated in Salesforce, simplifying the process & reducing the time spent on manual entry.
Service - Community
This award celebrates creative and innovative solution design for the successful delivery and provision of services. Consideration given to system integration, user experience, product design
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