How Pro Bono Counselling cut frustration, automated manual processes, and got staff back to serving clients.
“It’s emotional work, the work that we do. Adding the emotional drain of frustration with Salesforce was really impacting our staff’s ability to focus on what matters.”
Roshelle Kades, Clinical Manager
Pro Bono Counselling (PBC) connects people in need with free mental health support, but their Salesforce setup had become an obstacle rather than an asset. Manual processes consumed valuable time, data inconsistencies led to increased workloads, and daily frustrations distracted staff from their vital work.
About Pro Bono Counselling
Mission: Connects clients with clinicians for free mental health counselling
Key staff involved: Executive Director Roxanne Melgar, Clinical Director Sherri Bloom, Clinical Manager Roshelle Kades
Challenges: Outdated Salesforce setup, excessive manual work, unreliable data, slow client-therapist matching, address validation issues
The challenge
PBC struggled with inefficient and time-consuming manual processes, particularly in matching clients seeking in-person therapy with nearby clinicians and validating clinician addresses. Incorrect addresses caused costly returned mail, and inefficient manual tasks took valuable time from staff. Staff morale was impacted as frustration grew over Salesforce limitations.
Roshelle Kades, Clinical Manager, explains:
“Our reports had incorrect clinician addresses, causing costly returned mail. Matching clients to local therapists was slow and manual. These obstacles kept staff from what really mattered – serving people.”
The ZINKT solution
Understanding the unique needs of PBC, ZINKT streamlined their Salesforce experience with:
- Automation: Eliminated repetitive manual tasks, streamlining intake processes and clinician matching workflows.
- User-friendly interface: Customized page layouts and workflows reduced clicks and prevented user frustration.
- Data accuracy improvements: Implemented processes to ensure accurate data collection, enhancing internal evaluation and external reporting.
Roshelle Kades highlights the significance of these changes:
“Over 40% of our staff highlighted automations as the biggest improvement. They’re no longer frustrated by where to click or dealing with data entry mistakes. This allows us to genuinely focus on client care.”
The impact
Following ZINKT’s intervention, PBC experienced notable improvements:
- Staff satisfaction increased significantly: 100% rated their Salesforce experience significantly better compared to the previous year, with 83% expressing confidence in continued improvements.
- Client matching became faster and more accurate: Therapist-client pairings improved in both speed and quality.
- Reduced wait times for clients: Clients now receive critical mental health support more quickly, with therapist presentations nearly doubling.
- Strengthened reporting and funding: Accurate data significantly improved internal program evaluations and strengthened relationships with funders.
Roshelle underscores this transformation:
“Our improved Salesforce experience isn’t just about efficiency, it’s transforming our mission. We’re excited to see how we can continue to work with ZINKT to further our mission.”
“Over the past year, our Salesforce usage evolved from a documentation container into a flexible toolbox. The ZINKT team deeply understood our clinical processes and proactively suggested improvements, automations, and better workflows. These changes made our staff more creative and open to change. Without ZINKT’s support, we couldn’t have handled the surge in demand or served over 1,000 clients this year. Their impact on our infrastructure will be felt for years.”
Ready to get Salesforce working for you, not against you?
Talk to us and see how ZINKT can streamline your operations and let your team focus on what matters.
Why choose ZINKT?
- Real-world expertise: Our team brings years of hands-on Salesforce experience, ensuring practical solutions tailored to your unique business needs.
- Clicks not code: Easy-to-use solutions built directly in Salesforce, simplifying your workflows without complex integrations
- Transparent collaboration: Clear communication, predictable outcomes, and no surprises – ever.
- Flexible solutions: Our tailored, agile approach ensures your Salesforce environment adapts effortlessly as your business evolves.
- Long-term empowerment: We don’t just implement; we equip your team for lasting success and independence.
