Purple House Cancer Support – Case Study

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“Enclude are very helpful and very accommodating. They are a charity, with a charity focus and so understand the challenges that a charity faces… I feel like they’re one of us.”

The Challenge

Purple House have been an Enclude Salesforce client for several years. Installing a CRM provided security and consistency of data, automation of processes and made life generally a lot easier. However, the team were still telephoning clients to remind them about appointments, classes, transport arrangements etc. With 40 to 50 clients a day visiting the centre, this meant the team spending anything from 90 minutes a day, or 7.5 hours a week making these calls alone. This process was pricey in terms of resource and resultant phone bills. It wasn’t always successful either as people might be busy, or simply unwilling to answer the phone or check their voicemail.

The Solution

Enclude introduced their SMS Package. The package works as a “plug-in” to Purple House’s Salesforce instance. Taking the range of appointments and services delivered into account Enclude were able to configure the package so that clients could be sent SMS alerts quickly and easily, with little human intervention. Not only that, but the messages were also recorded against the “Contact” record, along with any response.

“People don’t always want to check their emails. An SMS is short, informal, to the point, a quick reminder, it’s there.” Conor O’Leary, Purple House Cancer Support

The Result

Over a day a week was saved in terms of time. Time that could be spent focusing on direct service delivery, or priority matters such as planning services and the administration and client follow-up involved in maintaining clinical governance standards.

As well as saving a day a week in time resources, the solution also helped Purple House deliver a more meaningful, and responsive service to clients. Clients’ recorded responses, or lack of responses, could be used by the team to determine next steps with that client, or prioritise them for other interventions. This became particularly important during the Covid-19 pandemic when the team were a lifeline to those in a highly vulnerable group. Conor O’Leary told us “when we started interacting with our clients in a more technical way, they adapted and responded in kind. This has had significant benefits to multiple areas of service from using SMS to quickly and easily confirm appointments to the ability to provide information resources digitally.”

About Purple House

Purple House Cancer Support (Purple House) provides professional Cancer Support & Psycho-Oncology services to people affected by Cancer. In 2022 they supported over 1,500 families across the nation. Their services range from non-medical supports such as counselling, complementary therapies and survivorship programmes, to practical supports such as transport, delivery of food hampers, advice on benefits and entitlements, as well as group classes focused on exercise and other pastimes.

ARCHDIOCESE OF DUBLIN – CASE STUDY

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“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

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ARCHDIOCESE OF DUBLIN – CASE STUDY

Challenge

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.

Solutions

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.

Benefits

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
www.dublindiocese.ie

PIETA HOUSE-CASE STUDY

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“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

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Challenge

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

Solutions

  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
Lucan
Co Dublin
www.pieta.ie