From our conversations with Not-For-Profit (NFP), advocacy-based organisations, we’ve learned that some essential business processes are more difficult than they should be. One of these is enquiry and intake management. In this CaseMate Feature Spotlight, we’re going to take a look at this problem and see how our Salesforce’s Agentforce Nonprofit platform CaseMate can help.
The problem with most case management solutions
We see the same inefficiencies across most NFP enquiry and intake processes.
The first is data located across multiple places; spread sheets, emails, web enquiry forms, notes from phone calls and walk-ins, dare we say… post-its? You are doing the best you can to collate everything, but even the best administrators will lose precious processing time pulling everything together.
That time aspect is the other major factor. When your waitlist is never-ending and every enquiry represents a real person, staff are rightfully diligent about eligibility and triaging every applicant. It takes time especially when the process is admin heavy.
Reporting for internal and external requirements is dreaded, slow and feels like a constant drain.
What does enquiry and intake look like in practice with CaseMate?
CaseMate can be integrated with your email system and website enquiry form. Enquiries are sorted based on keywords or response fields, delivered directly to staff members dealing with that program, or they can be placed in a queue.
From here, your intake staff have a workflow to support them with gathering other relevant information from the person. Contact method and duration are entered in the notes, documents and assessments are saved to their record and outstanding items are flagged. Staff can see how the enquiry has progressed as well as how long it’s been in the queue.
Enquiries can then be prioritised based on best fit or need and assigned to an advocate, who now has a complete picture of this person and the entire history of their interaction with the organisation in one place.
With waitlists addressed, what else could you achieve?
Every case is a real person reaching out for help and with the right tech, NFPs can tackle those months-long waitlists and reduce them to almost zero. Is it possible that managing enquiries and intake to this level would free up your people to reach another organisational goal that’s felt out of reach?
It’s worth thinking about.
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