How we improved volunteer engagement rate with better tracking, analytics, and integrated messaging

The Challenge

Find a centralized solution to manage volunteers, track performance, & streamline data collection

The client is a volunteer organization which organizes upwards of 65,000 volunteers to respond in a variety of emergency situations ranging from car troubles, to rescuing people trapped in locked cars or malfunctioning elevators. The organization fields a very large annual call volume, and prides itself on the quality of its volunteers, its quick response times, and the sheer quantity of goodwill that its volunteers spread. They like to track everything: volunteers, calls, response time, vehicles, equipment. Any solution would need to include top-notch data collection and analysis.

The organization currently uses Monday for pipeline management and excel spreadsheets for data. 

The organization currently faces significant scalability challenges as they manage their extensive volunteer data using Excel and Monday.com, which are proving inadequate for their growing needs. With the ambitious mission of “having a volunteer in every building”, they require a more robust and scalable solution to efficiently organize, track, and coordinate their vast network of volunteers and streamline their growing operational processes.

The organization highly values tracking its impact, including number of volunteers, volunteer hometown, volunteer gender/age, types of emergency situations handled, and the volume of calls on a weekly, monthly, and yearly basis. However, their current data management tools make it challenging to measure and analyze these metrics accurately, hindering their ability to effectively showcase and enhance their operations. A more advanced solution is essential to ensure precise tracking and reporting of their vital work.

The Solution

Automate volunteer tracking and enhance real-time data collection

The sales team developed a comprehensive solution consisting of two interconnected processes: one for recruitment management, one for active volunteer management. Volunteers are categorized by specialty and geographic location. An external call center handles inbound calls, and dispatchers contact volunteers based on these classifications.

Part of the solution is the integration with the organization's existing mobile app. Volunteers who choose to respond to a call activate their status through the mobile app, which instantly creates a record in the CRM for data collection. With all of the call data and volunteer data connected, the data is collected and analyzed effortlessly. 

We hope our system empowers you to continue making a profound impact with your good deeds!

What's Next

Integrate call center and CRM for real-time emergency dispatch

Fireberry can develop a third process that integrates the call center and dispatcher system with the CRM, allowing for real-time tracking and analytics. This integration would provide a seamless flow of information between systems, enabling more efficient management of emergency responses and further reducing response times. By leveraging the CRM's data analytics capabilities, the organization can gain deeper insights into volunteer performance, call patterns, and response effectiveness, ultimately enhancing overall operational efficiency and improving the speed and accuracy of their emergency services.