Connect Assist takes a very proactive approach to working in partnership with service providers.

Modernise services

Connect Assist has worked with a number of organisations to help them modernise service
delivery. This includes moving from a largely facetoface service to telephony and online supported programmes. We have pioneered online coaching as an effective means of supporting people.

Growing service use while containing costs

Connect Assist has been instrumental in working with charities and public services to help grow their service use whilst containing costs. We have developed new channels for service delivery, including digital services such as online coaching and advice via live chat.

Improving access to services

Often a service across more channels can improve access. More ways in which service users can contact the organisation means users use the channel of choice. We work in partnership to ensure that an organisation can widen its access and have resources in place to manage the success of this.

Integrating online, telephone and face-to-face solutions

A key element of success can be to deploy an integrated channel switching strategy, to ensure that as many as possible service users move from adviser-assisted channels (phone ‘Ask a Question’, Live Chat) to self-service channels as their first point of contact. Our experience is that this approach can rapidly increase use of self-service channels. We helped Teacher Support Network reach 600,000 visits to its digital service platform, representing over 95% off all visits and enquiries.

Teacher Support Network won the 2009 Charity Times “Best Use of the Web” Award for its innovative approach to online service delivery.

Measuring positive outcomes

At Connect Assist we take outcomes very seriously. It is not enough to know how many people have received a service such as counselling or money advice. We need to know what positive difference that service has made to their lives. We work with organisations to build outcome data collection as part of the workflow of a helpline or other service so that is is completely automated and provides vital evaluative data with no additional work.

Winning new business

At Connect Assist we work closely with our customers to help them secure new contracts with
funders and other organisations. We worked with Beating the Blues, which delivers online cognitive behavioural therapy, to win a number of new contracts in the health market. We work closely with our customers to create delivery and pricing models that allow them to win competitive tenders.

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Case Study

Connect Assist heads ActionAid’s supporter care review