The Challenge

Volunteers are the lifeblood of the organisation at Samaritans. 33,387 volunteering enquiries were made in 2015 alone.

Samaritans wanted to build a Volunteer CRM solution, to manage their entire Volunteer recruitment and retention process. Previously, their IT systems were disparate and processes not ideal, leading to a weakened service to volunteers.

Project Aims

The main aims centred around the acquisition and retention of volunteers:

  • Increase understanding of potential volunteers, their interest and levels of engagement
  • Increase staff morale and be able to support the branch volunteers better
  • Reduce attrition & increase retention and recruitment of volunteers
  • Improve the volunteer application experience, ensuring that more move from ‘interest’ to the ‘application’ stage, and ultimately an increased pool of trained volunteers

The Solution

  • Streamlined the website journey that takes the data directly into to Salesforce
  • Creation of a ‘Branch management’ tool to help manage volunteers, built on the Salesforce Community Cloud. All potential volunteer information now in one place
  • Ability for branch volunteers to perform action based on their specific roles and branch
  • Ability to manage the recruitment journey on Salesforce –  includes submission of relevant application data, set up and manage interviews and for volunteers to book on training courses
  • Automation such as emails and SMS reminders automatically sent from Salesforce to reduce missed appointments
  • On-going communication with applicants to keep them involved at all stages and sending internal and external reminders for the actions that needs to be taken