{"id":45629,"date":"2024-08-16T04:09:10","date_gmt":"2024-08-16T04:09:10","guid":{"rendered":"https:\/\/messagemedia.com\/?post_type=case-studies&p=45629"},"modified":"2024-08-16T04:09:12","modified_gmt":"2024-08-16T04:09:12","slug":"wesley-mission-queensland","status":"publish","type":"case-studies","link":"https:\/\/messagemedia.com\/au\/case-studies\/wesley-mission-queensland\/","title":{"rendered":"Wesley Mission Queensland"},"content":{"rendered":"\r\n
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Wesley Mission Queensland serves better with Sinch MessageMedia<\/h1>\r\n \r\n \r\n \r\n \r\n <\/div>\r\n\r\n \r\n \r\n\r\n
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Wesley Mission Queensland (WMQ) is a not-for-profit organisation serving people and communities all over the state. Its 3000 staff deliver more than 80 services. These include caring for people and families in their homes, the community and dedicated residential facilities.<\/p>\n\n\n\n

With many team members spending their days away from a computer, SMS has played a critical role in the organisation. The company has used SMS for years, from rostering arrangements to communicating with clients and their families.<\/p>\n\n\n\n

But, these SMS communications were managed differently from service to service, says Justin Toon, WMQ Team Leader for Digital CX.<\/p>\n\n\n\n

\u201cThat decentralised approach had become more challenging with WMQ\u2019s growth. It wasn\u2019t working well for us. We needed to see holistically who was sending what and be able to reach the whole organisation quickly if we needed to.\u201d<\/p>\n\n\n\n

WMQ needed reorganised SMS messaging, consolidated into one flexible, easy-to-use system. That\u2019s where Sinch MessageMedia came in.<\/p>\n\n\n\n

Messaging challenges<\/h2>\n\n\n\n

As a complex and diverse organisation, WMQ looks for the most efficient way to reach as many people as possible. While SMS would remain a crucial part of the organisation, the existing de-centralised approach needed streamlining.<\/p>\n\n\n\n

Staff at some services had separate accounts with WMQ\u2019s legacy messaging system, directSMS.<\/p>\n\n\n\n

directSMS had worked for WMQ in the past. However, a more integrated system would deliver the oversight functionality and governance the organisation needed to boost efficiency and better serve its communities.<\/p>\n\n\n\n

\u201cWe\u2019re a large organisation with separate locations, so we need to be able to coordinate communications under one roof,\u201d explains Justin.<\/p>\n\n\n\n

With conversations coordinated through a shared system, WMQ could improve communication and service delivery. For example, if one staff member were covering another, they would simply review previous interactions with the client. An integrated system would also make it easier for each service to communicate with their clients.<\/p>\n\n\n\n

Moving its internal and external SMS into Sinch MessageMedia would save time and money while improving efficiency, security and quality of service.<\/p>\n\n\n\n

Consolidating 20+ accounts<\/h2>\n\n\n\n

Asking already very busy care teams to move from one platform to another is no small task. But WMQ knew it would be worth it, especially as they wouldn\u2019t be doing it alone.<\/p>\n\n\n\n

\u201cOur account manager went above and beyond to get us where we are,\u201d says Justin.<\/p>\n\n\n\n

Working collaboratively with the team at Sinch, the WMQ team began by documenting the organisation’s current status.<\/p>\n\n\n\n

\u201cWe analysed the number of accounts and active users, what was being sent, and why.\u201d<\/p>\n\n\n\n

They then transitioned active accounts from directSMS to Sinch MessageMedia, deleting obsolete accounts and implementing single sign-on. They also reviewed and set correct permission levels in line with updated security standards. This process immediately made everything more organised and consistent.<\/p>\n\n\n\n

\u201cEach sub-account has its own code. I love the tidiness of it \u2013 we can drill down to service areas or individuals.\u201d<\/p>\n\n\n\n

The shift felt seamless for WMQ staff.<\/p>\n\n\n\n

\u201cWe\u2019ve had great feedback \u2013 the interfaces are similar, so users were comfortable with the transition,\u201d says Justin. \u201cWe could support people signing in for the first time \u2013 that has been smooth.\u201d<\/p>\n\n\n\n

Services that weren\u2019t using directSMS still need to be added to a subaccount \u2013 and demand is high.<\/p>\n\n\n\n

\u201cI have a wait list of services wanting to be added,\u201d says Justin.<\/p>\n\n\n\r\n

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