Streamlining Communication and Service Delivery in Non-Profit Sector: A Case Study of TLC for Kids
Applicable Industries
- Healthcare & Hospitals
Use Cases
- Personnel Tracking & Monitoring
About The Customer
TLC for Kids is a non-profit organization established in 1998 in Australia. It is dedicated to helping sick children and their families cope with the challenges caused by severe illness. The organization operates in 405 hospitals in Australia and five in New Zealand, providing a range of services including innovative ‘distraction boxes’ for children facing stressful situations, the Rapid TLC Service which delivers timely support to hospitalized children and their families, and the TLC Ambulance service for children in palliative care. The organization is supported by a team of 10 staff with a further 14 stationed in the TLC for Kids call centre that handles incoming requests and supporter donation activities.
The Challenge
TLC for Kids, a leading Australian charity, was grappling with the challenge of streamlining the creation and management of patient letters and service confirmations associated with its services. The organization, which operates in 405 hospitals in Australia and five in New Zealand, provides a range of services to sick children and their families. These services include supplying innovative ‘distraction boxes’ to hospitals, operating the Rapid TLC Service which delivers timely support to hospitalized children and their families, and the TLC Ambulance service for children in palliative care. The organization's support staff had been relying on a series of Google Docs templates into which information from received request forms was cut and pasted as required. This manual process was time-consuming and inefficient, diverting staff attention from other critical activities.
The Solution
To address this challenge, TLC for Kids adopted Nintex Drawloop DocGen® for Salesforce in early 2019. This solution simplified the organization's administration processes by automating the creation of confirmation letters for both the child receiving the service and the healthcare professional who lodged the request. The implementation of Nintex Drawloop DocGen® involved two months of planning and configuration, and the new solution went live in the second half of 2019. This automation allowed the staff to focus on other activities, improving the overall efficiency of the organization. The solution also improved the organization's response times, enabling them to deliver more rapid request letters each year.
Operational Impact
Quantitative Benefit
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