As part of their work at the Alamo Area Rape Crisis Center, Alison Hom, PREA Support Hotline Coordinator, and Denisse Garcia, Crisis Intervention Specialist Lead, work heavily with data entry due to their crisis hotline.
In order to provide the best emotional support and information referrals to callers, hotline representatives need to have quick access to resources and processes. In both of their roles, Hom and Garcia want to ensure representatives are not spending too much time learning the technology or feeling distracted by complicated functionalities.
As they evaluated CRM systems, they knew they needed an advanced solution that would allow their reps to feel confident and focused while they engage in sensitive dialogue with callers.
As they were getting more calls due to partnership expansions with more facilities, they also needed a more effective way to track where calls were coming in from.
“We needed a solution that was more user-friendly for our staff, and make it easier for us to get the data that we need to do our grant reporting, explain to our funders and supporters about what we’re doing, and to better understand the types of calls we’re getting,” Hom says.
Throughout the evaluation phase of their CRM project, these were all very important considerations. For the last 10 years, the center was using an access database, but in 2017, they realized it was no longer meeting the organization’s needs. This pushed them to seek out a CRM solution and partner.
With support from their IT department and the Texas Association Against Sexual Assault, they felt encouraged to work with Ledgeview and Salesforce. What really sealed the deal for them was Salesforce’s Nonprofit Success Pack, which gives nonprofit organizations a flexible, open data architecture and allows for added components as nonprofits need.
“I can’t say there’s anything Ledgeview could’ve done better. It all flowed very smoothly. It was very organized, and Ledgeview helped us realize what we did and didn’t need.”Denisse Garcia, Crisis Intervention Specialist Lead
Not only did Ledgeview and Salesforce fit into the center’s grant applications and budget, but also met all of their user and caller needs.
Once they decided to partner with Ledgeview, Ledgeview consultants were able to provide them the confidence they needed to thrive, debunking common misconceptions that enabled Hom, Garcia, and their reps to soar.
“Ledgeview was very helpful in explaining everything that has to do with Salesforce with us as far as why and how they were creating it during the implementation phase,” Garcia says. “Our deadlines were met 100%.”
“I can’t say there’s anything Ledgeview could’ve done better,” Garcia says. “It all flowed very smoothly. It was very organized, and Ledgeview helped us realize what we did and didn’t need.”
“Ledgeview was able to save us time and money with their analyses,” Hom says. “Ledgeview helped us maintain anonymity and confidentiality via our hotline in a different way than we expected in Salesforce, which worked just as effectively as the higher-cost option we originally proposed.”
Ledgeview consultants quickly switched gears during this time to keep things moving.
“We appreciated that we didn’t get a 4-hour demo on something we wouldn’t have ended up using,” Hom says. “Ledgeview was very proactive in understanding what our goals were. Now we can truly provide the best confidential crisis intervention services.”
“Ledgeview was very proactive in understanding what our goals were. Now we can truly provide the best confidential crisis intervention services.”Alison Hom, PREA Support Hotline Coordinator
Coming from social services backgrounds and not having much tech experience, Hom and Garcia were worried about whether or not they’d be able to gain continuous user adoption with their system since it is only used within their department. They were quickly reassured with Ledgeview.
“We thought we were setting ourselves up to require a lot of ongoing technical support moving forward, but Ledgeview did a really great job disproving that notion, making Salesforce friendly and accessible for us,” Hom says. “Ledgeview created a solution that we needed. They explained enough about the process and choices they made, to make us feel confident moving forward.”
User adoption has been fairly easy for the center as a result of this partnership style.
Through working with Salesforce and Ledgeview, the center now has better ways to manage, analyze, and store data to execute more effective call strategies.
They can better serve callers as a result of the easy access to data and trend reporting, which also makes their staff training processes more efficient. Even part-time staff are able to easily pick up the system.
“Reporting is so much easier,” Garcia says. “Everything is literally a click away. It’s now super easy to navigate, and it wasn’t like this with our old database.”
In Salesforce, Garcia and Hom are able to analyze trends among legal services, counseling needs, case management techniques, housing assistance, paperwork filing, and more. By using Salesforce.com, they are able to identify staffing needs and specific resources that benefit callers to ensure they are prepared to handle every conversation.
Hom and Garcia now have clearer visibility into the types of calls they’re getting, how they’re being handled, how the calls went, and who they’re being handled by. As a result, they are adapting better call resolution tactics to best serve callers in need and prepare their staff.
“We want to be spending the most time with direct client services and program improvement,” Hom says. “The faster and more efficient our data system is, the more we can focus on our mission, and Ledgeview and Salesforce have allowed us that.”
When asked what they would tell others about working with Ledgeview, Hom and Garcia were aglow over the project’s success.
“Ledgeview took the time to see what our needs were,” Hom says. “They gave us options and a personalized experience. It wasn’t a quick fix. Ledgeview worked very hard on this project for us. We highly recommend Ledgeview Partners.”
“Ledgeview took the time to see what our needs were. They gave us options and a personalized experience. It wasn’t a quick fix. Ledgeview worked very hard on this project for us. We highly recommend Ledgeview Partners.”Alison Hom, PREA Support Hotline Coordinator
ABOUT THE ALAMO AREA RAPE CRISIS CENTER
The Alamo Area Rape Crisis Center for Children and Adults was founded in 1975 in San Antonio, Texas. The center serves anyone who has been impacted by sexual violence, including men, women, and children, and their non-offending friends and family members. The team at the center works to support and empower survivors and educate communities in order to end sexual violence. They help to ensure a responsive medical community, sensitive law enforcement, and an active prosecution system by offering a continuum of care, from intervention to prevention and advocacy, including wrap-around resources. The center provides 24-hour crisis intervention, free and confidential counseling, and a prevention education program that promotes healthy relationships while advocating for social change. You can learn more about the center, what they do, and how they help at RapeCrisis.com.