Case Studies

  • Connect Assist heads ActionAid’s supporter care review

    ActionAid has been fighting poverty worldwide since 1972, working to end violence against women, hunger and poverty, and create education opportunities for everybody. After identifying the integral role the Supporter Care team plays within fundraising, ActionAid engaged us as consultants to support the review and redevelopment of its supporter care services, as part of its […]

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  • Sussex Police: Connect Assist created an online help centre and web chat service

    Sussex Police is at the forefront of community policing in the UK and has a strong digital presence.  Sussex Police asked Connect Assist to deliver web chat and the online Help Centre to support the 101 non-emergency helpline operated by the force. In its first five months, the Help Centre delivered over 200,000 visits from […]

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  • NHS Plus – Health 4 Work Adviceline

    Since August 2012 we have delivered the free Health for Work Adviceline which is funded by the Department of Work and Pensions. The service provides small businesses with the expert advice and support they need to help team members experiencing ill health and other occupational health issues. The Health for Work Adviceline had a requirement […]

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  • National Council For Voluntary Organisations ( NCVO )

    In a period of significant reduction in grant income NCVO wished to extend helpline opening hours, providing increased service delivery channels at decreased costs. Services used: Multi-channel Helplines Digital Service Delivery

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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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