Dublin Simon Outreach Team – Case Study

As part of an overall Salesforce Simon 360 CRM digital solution for Dublin Simon Community, Enclude developed an app in partnership with the Outreach team. This works in the office and on mobile phones, so can be used as the Outreach staff are on the streets or in the office.

Outreach staff can see where the rough sleeper is, respond to the alert and update the contact attempt status while they are out and about or in the office.


Dublin Simon Outreach Team – Case Study

The Problem

The Dublin Simon Community Outreach team work with people who are sleeping rough on the streets of Dublin. They receive emailed rough sleeper alerts via the Dublin Regional Homeless Executive (DRHE) in two different formats.

The Outreach team alert must follow up within a certain timeframe and further follow up work is required depending on the context of each alert.

Tracking the alerts response times and contact attempts is complex and takes a lot of time. It is difficult for the Outreach Manager and staff to coordinate and check contact attempts and responses.

Training new staff on the Outreach team to track and respond to the alerts properly is difficult and time-consuming.

Staff spend a lot of time on administration which could be spent helping those sleeping rough.

Reporting to the DRHE takes a lot of time and effort for the Outreach Manager.

The Solution

As part of an overall Salesforce Simon 360 CRM digital solution for Dublin Simon Community, Enclude developed an app in partnership with the Outreach team. This works in the office and on mobile phones, so can be used as the Outreach staff are on the streets
or in the office.
All of the alerts from the DRHE come automatically into the Simon 360 CRM and can be viewed by the team on their mobile phones. A colour-coded traffic light system shows the status of each alert.

Outreach staff can see where the rough sleeper is, respond to the alert and update the contact attempt status while they are out and about or in the office.
The Outreach Manager is easily able to check that Dublin Simon Community have responded to all alerts.
The Outreach Manager can report easily on all alerts and contact attempts to the DRHE and on its work to Dublin Simon Community Management.

The Result

Staff spend less time on administration and more time engaging with and supporting people sleeping rough.
It is quicker to teach new staff how to view and update the alerts.
It is easier for staff to see the status of an alert.
There is improved communication between team members on alerts.
The Outreach Manager spends less time checking staff have made contact attempts for all alerts.
The Outreach Manager can easily run reports for Dublin Simon Community and the DRHE.

What’s Next?

The Simon 360 system continues to be developed and rolled out to all services in the Dublin Simon Community including the Outreach team.
This will allow the Outreach team to make referrals and create support plans with service users.
The work done by Dublin Simon Community to help people experiencing homelessness and sleeping rough in Dublin will be recorded in a secure, consolidated environment that facilitates reporting for internal and external purposes.


Go to Dublin Simon to Find out more about the work of Dublin Simon Community 


Download Case Study PDF




“Enclude has helped us enormously in understanding how best to utilise the Salesforce platform to satisfy our organisation’s needs. Their technical knowledge, paired with an innate understanding of the challenges facing charitable organisations, has been invaluable in helping us leverage the maximum benefit the platform offers with minimum confusion, cost, and effort.”

Paul Dietrich, MS Readathon Manager, MS Ireland




Our challenge was to move all data and functionality from our legacy database systems to Salesforce, while seeking out opportunities to automate and streamline related business processes.

We also wanted to enhance reporting and monitoring of our campaign activities and enhance communication, to improve donor care to the thousands of campaign participants each year.


Enclude helped map our legacy system processes to the Salesforce platform. They also provided additional code to supplement, streamline, and automate activities wherever possible.

This has provided us with useful automation processes and functionality, improved communication with our donors, and helped minimise administration and manual processes for staff.


Enclude helped provide us with the following benefits:

  • Online registrations are automatically classified and directed to the appropriate staff, with additional information pulled in from their registration and dynamically linked to the campaign in question.
  • Packing lists are instantly formatted and generated at the click of a button, helping speed up our fulfilment and distribution processes.
  • Dashboards and reports now provide much better segmentation and clarity on our donor activities nationwide.
  • Large-volume data is now easier to enter by staff, with a much-improved user interface.
  • Communication with our donors is more targeted and frequent, with outbound emails to provide constant and relevant updates.


Multiple Sclerosis Ireland
80 Northumberland Road
Dublin 4
Phone (01) 6781600



“Working with Enclude to transfer our CRM system has helped us to save countless hours of valuable staff time from administration and allowed us to invest time where it matters with the change makers we support in our post primary schools working to eliminate LGBT+ bullying.”

Oisin O’Reilly, Fundraising and Office Manager




BeLonGTo contacted ENCLUDE initially in November 2015.  They had just received a large bill from their current CRM providers to continue hosting their fundraising CRM.

    • A new CRM had to be designed
    • All of the current Workflows had to be incorporated
    • All the current donor data had to exported from their current system and placed in the new system. This had to be seamless so that standing orders due to go out in January were not missed.
    • Staff had to be introduced to the new system.
    • And it all had to be done by the 26th December when their current contract ran out.


    • Initial meetings were held and a timetable agreed to. This was challenging as ENCLUDE had other clients that were also expecting work delivered and BeLonGTo were busy as well. It was agreed which part of the system had to be delivered immediately and which could be delivered in 2016.
    • ENCLUDE looked at the current fundraising CRM that BeLonGTo were using, and discussed with BeLonGTo where they wanted a similar solution and where the opportunity could be taken to provide for better workflows and processes.
    • A cut off data was arranged when data would be migrated from the old system and used to populate the new Salesforce system.
    • Testing was arranged to ensure that January Standing Orders were accepted by the new system.
    • The system went live ahead of the deadline.


    • BeLonGTo have saved hugely in on-going costs.
    • The CRM they used before was primarily for fundraising – their Salesforce CRM can be used for other purposes.
    • ENCLUDE continue to partner with BeLonGTo to refine and develop their system including campaigns and a case management system

Parliament House
13 Parliament Street,
Dublin 2
D02 P658
Phone (01) 6706223



“If someone asked me what Enclude has done for Meath Transport/Flexibus, I’d say it has changed us- completely, totally and absolutely. We went from having no information management system to having one that’s fantastic”

Miriam McKenna, Manager




Flexibus Locallink provide rural transport to Meath, Louth and Fingal. They needed a solution that would support their Passenger Management and Bus Management needs.


The result was the development of a comprehensive Rural Transport Management Solution for Passenger, Fleet and Driver Training Course Management built on Salesforce CRM. The new systems managed all their core processes via a web based solution. ENCLUDE wrote an app for Android devices to meet the info requirements of the key users of the system – the bus drivers. They access the system through their smart phones. At the start of the day, the app downloads the details of today’s routes and passengers for the bus it is assigned to.


Using the app, the driver can:

    • Complete the standard Road Safety Authority daily bus check. Any items not checked as satisfactory generate a picklist of fault options, from which the driver selects the fault. All faults identified by the driver are workflowed to the maintenance department.
    • Enter the mileage of the bus at the start and end of the journey.
    • Check-in a passenger as he/she gets on bus.
    • Retrieve a list of passengers listed for the current route and notes about the route.
    • Quickly add unscheduled passengers and their companions.
    • Access the passenger’s emergency details if required.
    • Fuel purchased, and mileage at fill, can be logged directly into Salesforce and reconciled with the fuel invoices and bus performance.
    • Depending on data availability and cost, data logged during the journey can either be sent directly into the Salesforce CRM or stored and downloaded back at base.


Meath Accessible Transport Project CLG
Unit 23
Mullaghboy Industrial Estate
County Meath
Phone (046) 9074830



“This has been the most ambitious project Enclude has ever delivered and the most rewarding. I believe the staff of Enclude and the Archdiocese of Dublin, working together, have created the best integrated Pastoral Management and Accounting solution of any Diocese anywhere in the world”.

Eamon Stack, CEO Enclude




The Archdiocese of Dublin has 207 parishes and a central administration office. Until 2015, all parishes recorded their own parish records, pastoral and financial. Summary financial accounts were submitted to the Archdiocese central office as simple income and expenditure accounts. Minimum pastoral information – i.e. numbers of baptisms, confirmation and marriages – was also provided. Despite the limited nature of reporting the accumulative cost of this approach was expensive, as many parishes had professional accountants providing booking and accounting services.

As of 2015, all parishes were required to provide audited accounts to the Charities Regulator, in line with the new Charities Act. It was decided, in Dublin, that this would be best achieved in one single audit of the whole Archdiocese. A new streamlined parish financial accounting solution was proposed. The Archdiocese decided to be more ambitious and create a common Pastoral Management and Accounting for all parishes with the capability to aggregate both pastoral and financial data across the Archdiocese.


Enclude proposed an Integrated Pastoral Management and Accounting solution. The solution has two main parts,

  1. Salesforce CRM to deliver Pastoral Management and income recording, and
  2. AccountsIQ to record expenditure and financial reporting.

The project began in February 2015 and the pilot group of 7 parishes went live in April. After the pilot phase, changes were made to the solution for the full scale rollout begin in July.

Major tasks had to be competed:

  • All parishes were set-up in both Salesforce CRM and Accounts IQ with respective integrations.
  • Parish financial totals on July 1 were uploaded for each parish
  • Parishioner records, Families and individuals, standing order data and envelope details were added to the Pastoral Management solution.
  • Contributions made from individuals and families for 2015 year to date were also uploaded.


The most attractive feature of the new solution is that parish income, family contributions and weekly collections etc are entered into the Pastoral Management system and automatically pushed into the AccountsIQ system. The bank reconciliation in AccountsIQ confirms the accuracy of the transactions and the pastoral management system manages the cash float. This double lock ensures the authenticity of the records and fulfils a vital controls needed by the audit.

By February 2016, all parishes had their 2015 Annual Accounts completed and bank accounts reconciled on the new Pastoral Management system.

With the new demands of the Charities Act, many Dioceses focused exclusively on the financial aspect to parish work to meet the requirements of the charity act. Dublin Archdoicese saw the opportunity for a holistic solution. While the accounting solution was being rolled out, a group of priests, pastoral staff, and Archdiocese head office staff worked with ENCLUDE to design the pastoral features of the new system. The first rollout involved focused on Baptism and Funeral records and parish calendars. Marriages and Confirmation were later added to the feature set. The rollout of the pastoral side of the system is taking place in 2016 and expected to continue to 2017.

“This has been the most ambitious project ENCLUDE has ever delivered and the most rewarding”, wrote Eamon Stack CEO of Enclude. “I believe the staff of ENLCUDE and the Archdiocese of Dublin, working toghether, have created the best integrated Pastoral Management and Accounting solution of any Diocese anywhere in the world”.

Archdiocese of Dublin Archbishop’s House
Drumcondra Road
Dublin 9
Phone (01) 8379253



“Enclude allowed us to become professional, organized and streamlined in our service provision. It allowed us to gather information that would help us with future planning, and at the same time view what we had achieved in the past. I think so highly of Enclude that they are helping us with the startup project in New York”

Senator Joan Freeman, Founder and former CEO



There were a series of challenges that Enclude have helped Pieta address since 2009.

  • 2009 – Pieta House, then three years old, needs to collate data on its services
  • 2012 – Pieta House recruit a new in-house researcher, who needs to have data of sufficient quality to export to research and analytics package SPSS.
  • 2014- Darkness into Light Walks take off. 90,000 people taking part creates new demands for the information system
  • 2015 – Pieta House has multiple centres and ever-increasing demand for services. Need for more shared information on availability of therapists for emergency assessments
  • Pieta House goes international, establishing a centre in New York


  1. The first Pieta House solution was designed, implemented and delivered in 2010, build on ShareSalesforce CRM.  Thanks to a generous grant from Salesforce Foundation, Pieta House was given 20 enterprise licenses of Salesforce worth €36,000 a year. The Pieta House CRM solution  provided Pieta House with client , assessment  and appointment records and a suite of reports that fulfilled the needs of this new national initiative.  The integrated two-way SMS system allowed direct communication with vulnerable clients and auto-reminders ensured high attendance rates at their important appointments.
  2. Salesforce CRM upgraded to meet the higher data standards.  The collaborative design work lasted three months and the solution has served Pieta ever since with excellent quality data.  Many of the national news stories on suicide, suicide ideation  and self-harm are sourced from this unique database.    Each year the number of Pieta House centres increased and the CRM was able to easily scale.  Having an online system allowed access from each centre with tight security.
  3. CRM was upgraded to handle the Darkness into Light data and the wider fundraising requirements of Pieta House.  Staff were trained and each year the generous participation of  90,000 people, all over the world, are added to the Pieta Fundraising CRM.  Ongoing relationship are built through regular contact and Pieta House is able to expand thanks to the generous donations of its supporters.
  4. The solution was the new calendar function of the  lightening user interface for Salesforce.  Clinical support staff in any centre can see all available therapists in a shared calendar and book an appointment directly from the calendar.
  5. So much was learned from the work at Pieta House in Ireland that the new system was mostly a copy of the Irish one.

Pieta House has grown in tandem with ENCLUDE.  It is a wonder story of charity to charity collaboration.  As Eamon Stack says “Pieta House is a model for how to manage client relationships and client information in the mental health sector.  It is a vital service to help Ireland deal with the awful national tragedy of suicide.  We are so proud to be associated with Pieta”.

Pieta House
6 Main Street Lower
Co Dublin


“eCASS has brought huge benefits as a way to record and report on actual contact time, outcomes and progression of clients… feeding into a larger statistical gathering exercise providing timely and relevant information to funders and policy makers.”

Development Worker With The North Eastern Regional Drugs & Alcohol Task Force



The NERDATF North Eastern Regional Drugs & Alcohol Task Force funds and supports four drug and alcohol services located across Louth, Meath, Cavan and Monaghan. In partnership with ENCLUDE and Quality Matters, the eCASS (electronic Collaborative Addiction Services Solution) was customised to the needs of each local project as well as the specific needs of the Task Force. eCASS is an ambitious information management project which currently involves 72 local addiction service around the country, and their funding and support agencies – the Task Forces. The NERDATF, is one of 5 Task Forces who are involved in eCASS.

The project aims to support services to share data about substance misuse in their area and to enhance understanding of service user needs and substance misuse trends across a wide geographic region.


Thinking strategically, NERDATF proposed a common data set in partnership with their funded addiction services. This data set fulfils statutory reporting requirements for the National Drug Strategy and the Health Research Board.

At the start of this project, all addiction services agreed to this common data set, which ensured that all participating organisations collected the same information. This data set included key metrics which have potential to answer important research questions. This included data on assessment details, demographics, and substance misuse trends, gaps and blocks that negatively affect service users. All data collected is shared with the Task Force anonymously and does not include any personal details, like phone number or home address.

A Salesforce CRM solution was developed, leveraging the ten free licences that Salesforce.org make available to eligible charities.

In the implementation phase, staff and managers were trained to use their customised eCASS system to effectively gather data about their service users and service delivery. Using Salesforce has helped services to develop custom reports that analyse data to supports improvements in service provision.

In the final phase of the eCASS project, data from local addiction services was shared with the Task Force. To support this process, the NERDATF consulted with local addiction services and developed a memorandum of understanding to clarify the terms and scope of eCASS project; this meant that quarterly reports are shared electronically with the Task Force


The eCASS system supports each service to manage and record all their work in one system, including client care plans and assessments, keeping staff diaries, as well as supporting automatic report generation, and sending of reminder texts to clients.

A recent evaluation of eCASS showed that the system significantly improves:

  • 96% of respondents reported that eCASS improved how services show the range of their work.
  • 91% of respondents said it helped managers to have oversight of staff work.
  • 89% reported that eCASS had provided information to support improvements in their work.
  • 87% (n=39) reported eCASS had increased consistency of service provision in their service (i.e. staff are more aligned in their work).
  • 84% (n=38) also reported that eCASS had improved communication between staff and management

Over the next year, the Task Force plans to begin analysing this data to share important learning with service providers, identify emerging substance misuse trends and support improvements in service delivery and provision.

North Eastern Regional Drug and Alcohol Task Force 1
Castle Street Kells
Co. Meath
www.nedrugtaskforce.ie Info@nedrugtaskforce.ie