Systems integrator, Toustone, has implemented business intelligence platform, Yellowfin Cloud at social health support and counselling services provider, On the Line.
On the Line, who supports more than 80,000 Australians yearly through its counselling services, has chosen to start by on measuring the effectiveness of social media channels.
The counselling provider will have real-time data analysis across all its service lines, which includes MensLine Australia, Suicide Call Back Service and SuicideLine Victoria.
On the Line will be able to analyse and report on the effectiveness and efficiency of each service line in operation – a requirement of its public and private sector funders.
“The social media element was implemented in less than a day, thanks to prebuilt Yellowfin connectors and dashboards for each social channel,” On the Line head of brand, marketing and growth, Samantha Fredericks, said. “Within hours instant delivery of valuable intelligence allowed our marketing teams to analyse traffic and trends and facilitate better targeting of those in need.”
Following the social media rollout, there will be the integration of the call centre communication and case management systems.
“They [On the Line] are also completely technology dependent and awash with vitally important – and potentially life-saving – data," Toustone founder and CEO, Craig Lefoe, said.
“Our end state for this project will be for Yellowfin to be pulling data from a myriad of internal and external sources, delivering the business a daily visual report so it can easily see the performance of each service line.”
Lefoe told ARN that the integration between call centre phone system metrics and case management system is expected to start May and take approximately 4 weeks.
"The Phone system metrics are already in place and we are waiting for the case management system “go-live” to be completed. Once live, we will extract data from their existing API architecture to ingest into Yellowfin Cloud and integrate with the call centre data.”
The solution will integrate all On the Line’s communications data — such as time on call — with specific case management system data, providing a complete picture of call by client.
And finally, the solution will integrate with On the Line's human resources and accounting packages.
“Our business is complex, and we rely heavily on technology across a range of systems that all produce different data sets. Everything varies from month to month, so seeing the complete situation over specific times means we can easily plot trends and make changes accordingly, which helps with budgeting and staffing,” Fredericks said.