The Scottish SPCA, Scotland's animal welfare charity, runs a nationally advertised helpline available to the public for 16 hours a day. They take almost 250,000 calls a year, over 80,000 of which are escalated to about 200 inspectors and animal rescue officers working shifts in the field. Their existing system to handle these calls was adapted from a system to manage service engineers and didn’t fit the charity’s unique needs. Horisk were commissioned to develop a new system to lead call handlers through a process to enter the call, then dispatch the call to an appropriate inspector, recording their response and tracking the call to completion. Many calls are routine, but some are urgent and/or highly sensitive in nature. And of course, all of these staff rely on the system for their job and as they are a major part of the charity's public face any significant system downtime is unacceptable.
The system needed to
All this and more was successfully developed and the switch to the new system was achieved overnight with no downtime.
The Helpline project required
This shows our experience of
In an earlier, similar-sized project, we developed and have since maintained the Scottish SPCA's membership database on which a significant part of the charity's income stream depends – the system generates many thousands of direct debit instructions per month. This demonstrates our ability to successfully maintain and upgrade a business critical application in the long term.
The Helpline project was featured in PC Pro magazine in an article about the importance of engagement with users.