Helplines Association

The Challenge was to modernise the labour-intensive, paper-based evidence-gathering process for THA’s Helplines Standard accreditation scheme.

Services used:
Digital Service Delivery

Background

The Helplines Association (THA) is the membership and good practice organisation for email, SMS, internet and telephone-based helplines. THA promotes good practice by publishing guidelines, running a membership scheme, Helplines Standard, training and consultancy. THA also supports helplines to network and share good practice via its online forum and regular meetings across theUKandIreland.

THA provides information to helpline users about what to expect from helplines and what to do if something goes wrong. It helps people find details of reputable helplines via their Online Helplines Directory.  It also campaigns on issues affecting helplines and helpline users.

The Challenge

To modernise the labour-intensive, paper-based evidence-gathering process for THA’s Helplines Standard accreditation scheme.

The Solution

To develop and implement an online method by which organisations working towards the Helplines Standard could submit their evidence. The system is powered by RightNow technology.

The Results

A streamlined and easy-to-use online evidence management system which reduces paper waste and postage costs for both THA and organisations working towards the Standard.

http://www.helplines.org.uk/

‘Connect Assist has developed a system that simplifies and speeds up the work that organisations have to do when working towards the Helplines Standard, and saves THA and its assessors time and money into the bargain. The system removes the burden of our previous paper-based process for all concerned’.

Mark Mclean

Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.

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