For years, the National Parkinson Foundation has operated a toll-free phone number for general inquiries. With an estimated 600 calls per month and no process for tracking call results, NPF realized they were missing an opportunity to better understand and support their constituents.
“We know that data-rich conversations take place on helplines, and we needed to be capturing and analyzing that information in a protected online environment to improve our services,” said Adolfo Diaz, Deputy Director of Patient Services at NPF.
Heller Consulting implemented NPF’s Salesforce.com-based helpline solution quickly and efficiently — on time and on budget, and also helped NPF learn their new system along the way.
“Heller Consulting had the best grasp of the CRM landscape, Salesforce.com and what we were trying to do,” Diaz said. “When we saw the detail in their scope of work, we said, ‘OK, they get it.’ They also had expertise and background knowledge of Blackbaud Raiser’s Edge™, which is our development platform that ties in with the financial products that go with it on our accounting side. That was important as we envision moving to an integrated system across our organization.”
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