Client
ISPCA
Sector
Non profit
Technology
Dynamics 365
The Irish Society for the Prevention of Cruelty to Animals (ISPCA) is Ireland’s leading animal welfare charity, dedicated to rescuing animals from cruelty and neglect. To enhance their operational efficiency and improve their ability to manage and respond to reports of animal welfare issues, the ISPCA partnered with Ergo. ISPCA were considering Salesforce when Ergo stepped in and assisted the ISPCA in modernising their reporting processes through the integration of Microsoft Dynamics 365, facilitating a digital transformation that significantly improves the ISPCA’s capacity to fulfil their mission of preventing animal cruelty.
The Challenge
The biggest challenge for the ISPCA was managing the high volume and complexity of calls and cases they received annually. Prior to Ergo’s proposed solution, the ISPCA handled between 10,000 to 15,000 animal welfare calls on their National Helpline each year, with approximately 3,000 of these calls being passed to their team of dedicated inspectors who enforce animal health and welfare laws across Ireland. The ISPCA needed to automate their existing system and improve the process of vehicle checks for their fleet, which was previously done manually, to further enhance efficiency.
The Solution
The project started in 2023. Ergo dedicated considerable time and effort to thoroughly understand ISPCA’s operations and business processes. During the initial discovery phase, Ergo collaborated closely with the ISPCA CEO, senior Inspector, and key stakeholders to gather all necessary requirements. The Ergo team, consisting of a Business Analyst (BA), Project Manager (PM), Solution Architect (SA), developers, and QA specialists, suggested an iterative approach and outlined a project plan within a DevOps framework, including test plans and processes.
Phase 1 delivery featured two User Acceptance Testing (UAT) phases and additional change request gathering. Once ISPCA confirmed their satisfaction, Ergo provided an out-of-the-box (OOTB) migration, including data cleaning and transformation, from their legacy “ThankQ” on-premises system to a modern cloud-based solution.
Ergo successfully delivered a tailored solution that transformed ISPCA’s calls and case management systems within a customised Field Service application. This implementation once operational will benefit Inspectors involved in legal cases. With the new automated system, files and pictures can be autogenerated and prepared in real-time, ensuring more accurate data and evidence for legal teams.
Speaking on the partnership and the new system, Conor Dowling, Chief Inspector of the ISPCA said:
“The modernisation of our internal processes is having a huge impact on our ability to achieve our objective of preventing cruelty to animals. our new system allows for a more accurate and effective reporting mechanism that gives time back to our staff to carry out our core goals.
“We are now able to manage and allocate our resources more efficiently, and we wish to thank Ergo for partnering with us on this exciting development.”
By leveraging Dynamics 365 Field Service, the scheduling of vehicle checks for inspectors’ fleets was significantly improved, enhancing overall efficiency and effectiveness. The solution extended Field Service capabilities to perform vehicle reviews, ensuring that each company vehicle received necessary servicing. This functionality was accessible on mobile devices, enabling inspectors to conduct and record checks seamlessly in the field.
Conclusion
As a result of Ergo’s innovative and tailored solution, the ISPCA will be able to significantly improve their operational efficiency, data accuracy, and resource allocation. The new system will enable the ISPCA to better manage and respond to the thousands of calls and cases they receive each year, as well as to automate and streamline their vehicle checks.
By partnering with Ergo, the ISPCA has achieved a digital transformation that supports their mission of preventing animal cruelty and promoting animal welfare in Ireland. The next phase of the project will focus on enhancing the ISPCA’s funding and marketing capabilities, with the aim of further advancing their noble cause.
Proven Success in
Digital Transformation
Dairygold enhanced customer and supplier relationships with a new CRM system designed by Ergo using Microsoft Dynamics 365. This solution allows for real-time information updates from any location, improving service and support for their member-owned supplier base.
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