Impact Family Services is a Sunderland based charity, offering support to the families and perpetrators of domestic violence. They began offering support to ex partners who were facing low level conflict and disagreements over the children post separating.
Almost 40 years later their services have expanded across the North East to meet a range of needs. This includes specialist domestic violence and abuse support services, bespoke children and family services, behaviour change programmes and mediation.
As ImpactFS grew, they needed to significantly improve their IT solution so that they could continue to provide an effective service.
A significant volume of form/data collection and administrative tasks was being undertaken, predominantly using pen and paper and spreadsheets to manage. Working with such sensitive data, they needed to be able to ensure information on whole families was stored properly, whilst also held confidentially.
ImpactFS is a charity that relies on funding from the likes of the National Lottery Fund and local authorities. They needed to be able to demonstrate successful completion of programmes and provide reports and figures to their various partners, and other agencies involved in the care of the families, such as social workers and the police.
To help Impact FS better manage their time, the Salesforce CRM centralises customer data, produces comprehensive reports, dashboards and insights. This allows complete visibility of client interaction, communications and internal performance. This keeps all information together, allowing the tracking of each individual case until it is closed.
Using the Salesforce NPSP (Non Profit Success Pack), ION configured a system that used the Incident object at the centre, tying all data together. This means that important information on a family unit is easy to access and stored correctly.
Employees can quickly associate previously captured data, for example repeat perpetrator notes, meaning important information can be recalled quickly and efficiently.
Salesforce was adapted to the requirements of Impact Family Service, providing detailed case objects which tie all the data together. Administrative cost and time is reduced as employees can quickly associate previously captured data, for example repeat perpetrator information. Additional features can be added and developed such as automated emails to improve communications with clients.
The outcome of this has resulted in an exceptional improvement in performance, a reduction of risk to domestic violence victims, identification of repeat offenders and the delivery of a world class service.
By standardising and simplifying form capture, we significantly reduced the administrative overhead. As the solution is developed, additional forms can be digitised, processes can be automated and communications can be improved. Relationships can easily be retrieved, giving ImpactFS full view to make the right decisions on how to best support families in their care.
"The Salesforce cloud-based solution implemented for Impact Family Services has enabled their workers to collaborate and fundamentally change the course of peoples lives."
Becky McGrattan, Salesforce Specialist