Increasing demands?


We understand that when the demand for your services increases, your income doesn’t necessarily increase with it.

With finite resources, your staff time is best spent supporting the maximum amount of service users. Our sophisticated Oracle RightNow Customer Relationship Management (CRM) software will allow you to do exactly this, by creating:

  • Self-service web pages: Branded to fit your existing website, these dedicated pages allow users to access information for themselves. Users can also keep track of their support and learning in their own personal webpages.
  • Analytics: Our powerful in-built reporting suite means that you will be able to report on all interactions for the whole population served, segmented or on an individual user basis.
  • Campaigns and user journeys: The software allows you to automate email marketing campaigns to run in response to user behaviour, so that the workload of administering communication to potential donors is significantly reduced.

Click here to find out more about how the sophisticated Oracle RightNow Customer Relationship Management (CRM) system can help your organisation.

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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.