YMCA Birmingham provide accommodation and support to help vulnerable people towards independent living, and employment and training through social enterprises and employability projects. They manage more than 300 properties across the city.
The challenge
Salesforce only let them add notes to each address. There was no overview and no mobile component — jobs were printed, handwritten notes typed back, at least a couple of hours a week each. During busy times the office view was always out of date. Folders of paper could be lost.
The solution
Other systems wanted payment up front, included irrelevant functionality, or lacked flexibility. “Pro Pal covered almost everything and the few bespoke parts we needed could easily be added.” It is fully managed — software, hardware and break-fixes — so there is no extra admin from running the system.
The result
Traceability for internal and external auditors is built in: SLA response, monthly target percentages, and health and safety checks that must be completed before a job can start, backed with photos.
Routes are planned by location and urgency. Status answers are immediate. Photos protect operatives if a resident later claims damage. Operatives can create their own jobs on site; materials attach to a purchase order and show in finance straight away.
“Over the course of a week the operatives are saving half a day each, just from reduced travelling. Not typing up handwritten notes is saving at least another couple of hours per week per operative.” Housing staff look in Pro Pal instead of ringing round.
