RSPCA save more animals through use of new software
By Elizabeth Smythe
19/07/2011
An investment by the Royal Society for the Prevention of Cruelty to Animals (RSPCA) in new network management software has resulted in a dramatic reduction in response times.
The new software, which is based on advanced customer service technology, has cut the time it takes to answer cases reported online from two days to just 21 minutes.
Commenting on the new software, the RSPCA's information and advice manager, Veronica Morrison, told computing.co.uk: "Over the last few years, we've seen a massive growth in the number of people contacting us online.
"[This] technology allows us to investigate and process all the cases reported on our web site, quickly and efficiently. Being able to better managed the thousands of enquiries we receive every year helps us to save more animals."
With the new software in place, enquiries are now scanned, automatically prioritised and sent through to the correct person for action.
A team of ten people work around the clock, manning the RSPCA's online reporting website and ultimately, the savings made in time means that more cases can be investigated.
Additionally, Call Centre Focus writes, the RSPCA is using an email management system to help dispense advice from vets and per behaviourists which has further cut response times from days to mere hours.
In 2010, 130,033 animals were rescued and 159,686 cases of animal cruelty were investigated.
