Executive Manager, Call Centre Operations and Business Solutions
Life Flight Foundation
1:55 PM Case Study: Merging Contact Centre and Online Services Seamlessly at Life Flight Foundation through Automation
Life Flight Foundation has always run two separate systems for their contact centre and telephony services and their online services. Launching in late 2018, the organisation will now integrate a full digital solution that will automate the entire Life Flight Foundation fundraising operations and seamlessly merge all services and campaigns for enhanced service delivery in the future. By merging services, Life Flight Foundation can continue to provide quality aeromedical care and bring emergency, lifesaving medical treatment where it’s needed the most.
- Profit for Purpose: Exploring the discovery process and business case for implementing technology aspects despite limited funding and maintain community trust
- Reviewing how the merge will enhance rapid response and improve customer contact interactions and helicopter services
- How Life Flight Foundation is working with external providers to create a seamless service, enable workflow automation and ensure agents are on-board with the changes