Members Portal and CRM
The Challenge
The Australian Association of Social Workers (AASW) faced limitations with their outdated Case Management System, part of the broader Associations Online System. The system was neither intuitive nor comprehensive, relying primarily on a basic web form for members to submit enquiries. Many enquiries were handled via a shared email inbox, which hindered their import into the system, making tracking and resolution inconsistent and inefficient.
The Solution
AlphaSys partnered with AASW to design and implement a holistic solution, addressing not just the technology but also processes, data, and user experience. The result was a centralised and modernised case management system, ensuring all enquiries—regardless of their origin—are captured, tracked, and managed efficiently.
Key enhancements included:
- Multi-channel capabilities, integrating telephony (CTI), embedded website enquiry forms, and an email-to-case feature.
- Automated case assignment to appropriate queues and teams, streamlining workflows.
- Robust security measures to ensure only authorised teams can view or act on cases, critical for handling sensitive and confidential information.
- Developed a member-facing portal where users can submit and track enquiries and applications, such as Migration Eligibility Assessments, Credentials, and Memberships. The portal also offers suggested articles based on the enquiry type, acting as a self-help guide for general concerns.
Solution Components
- Salesforce Service Cloud: Deployed as the core Customer Relationship Management (CRM) platform.
- RingCentral: Integrated for Computer Telephony Integration (CTI).
- Embedded Web Forms: Designed for seamless enquiry submission.
- Email-to-Case: Automatically converting emails into cases for efficient tracking and resolution.
- Community Portal: Offers members the ability to manage their enquiries and applications while providing contextual help via suggested articles.
The modernised system significantly improved operational efficiency, reduced response times, and enhanced the member experience. By integrating innovative tools and a member-friendly portal, AASW is now better equipped to meet the evolving needs of its members while maintaining stringent data security standards.
