Salesforce Implementation

Challenge

Prostate Cancer Foundation of Australia (PCFA) provides vital support services to thousands of men and families each year through survivorship kits, specialist nursing, and an Online Community. However, launching their new Prostate Cancer Specialist Telenursing Service in 2020 revealed several challenges:

• Inefficient Call Management: Calls were logged manually in spreadsheets, making case tracking and follow-up labor-intensive and prone to errors.
• Need for Continuity: Regular callers required consistent support and detailed case histories, which the old system couldn’t accommodate.
• Growing Complexity: COVID-19 increased the volume and complexity of calls, with many distressed over delayed diagnostic services and treatments.
• Resource Distribution: Sending survivorship kits and information packs via email or post was cumbersome and hard to scale.
• Data for Advocacy: The team lacked tools to aggregate and analyze data for advocacy, reporting, and improving public health resources.

Solution

To address these challenges, PCFA partnered with AlphaSys to implement a Salesforce CRM integrated with Natterbox for call handling. Key features of the solution included:

• Streamlined Call Management: A robust system for tracking calls, capturing case histories, and tagging calls with up to 30 common topics.
• Distress Monitoring: Tools to record and monitor caller distress levels over time, enabling tailored follow-up care.
• Efficient Resource Distribution: Templates to quickly send survivorship kits and information packs via email or post.
• Data Insights: Analytics dashboards for analyzing call trends, geographical data, and patient demographics to inform advocacy and resource development.
• Agile Approach: AlphaSys used an AgilePM delivery method, ensuring the project was completed within six weeks without exceeding budget or compromising quality.

Outcome

The new system has delivered significant benefits to PCFA’s operations and service delivery:

• Improved Caller Experience: Administration staff now transfer calls efficiently, reducing delays and improving the experience for distressed callers.
• Enhanced Care: Telenurses provide more personalized support, leveraging system templates to quickly deliver essential resources.
• Data-Driven Advocacy: Insights from the system enable PCFA to identify trends, advocate for funding, and develop targeted public health resources.
• Operational Efficiency: The streamlined process has freed up admin time, reduced costs, and allowed staff to focus on meaningful tasks.
• Future Growth: The scalable solution positions PCFA to meet evolving needs and expand their impact in supporting men with prostate cancer.

This “game-changing” system has not only improved day-to-day operations but also strengthened PCFA’s capacity to support their community and save lives.