Shifting Focus: Applying Customer Experience Tactics to Help a Non-Profit Grow

Shifting Focus: Applying Customer Experience Tactics to Help a Non-Profit Grow

The 1+1+1 program ensures that West Monroe Partners, as an organization, donates 1% of its talent through pro bono work, 1% of its tender, and 1% of its time back to the community. I participated in the 1+1+1 program as a business analyst on a pro bono project with Safe Families for Children. Safe Families is a non-profit organization that started in the Chicago-area, and has since expanded internationally. It provides a sanctuary to countless children who face the threat of abuse or neglect but do not qualify for help from the state. It provides families with the crucial safety net they need to get through tough times and to keep their families united.

When we encountered Safe Families they had just implemented the 3C Logic telephony system to assist with their contact center operations. We initially planned to do a contact center assessment of the utilization of this system. However, on site, we discovered the adoption of the 3C Logic telephony system was minimal and the contact center was very small. Thinking quickly on our feet, we decided to reevaluate how we could best help the organization. After identifying pain points in their use of technology to support their organization as it quickly grew, we changed our approach to instead conduct an organizational assessment that focused on people, process, technology, and strategy. Our goal was to identify a solution with technology as its focus to efficiently scale Safe Families.

We approached Safe Families the same as any assessment. We conducted a current state assessment, gap analysis, and created a future state road map complete with actionable projects to attain the organization’s goals. Our solution focused on aligning the internal business processes to support a seamless customer experience to encourage more families to volunteer to serve as safe havens, thereby serving more families who need assistance. The major difference from a project for a profit-based organization was that the return of our efforts was not measured in dollars, but in the number of people Safe Families could effectively serve. I realized, however, that despite having a varying end goal, the solutions we developed were one and the same. By cutting costs and streamlining business processes, Safe Families was also given the capacity to assist more people in need of their services.

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