Our non-profits deal with a multitude of different people. They receive hundreds of emails, phone calls, faxes, and messages over TTY machines. Using a central database has allowed each of these organizations to track contacts and provide comprehensive service.

We work with umbrella organizations that provide multiple services utilizing different departments.  These organizations are currently using a new system that has linked all of their branches together. When a call comes in, one of the main operators takes the call and enters the person's issue into the database. The operator refers the caller to the appropriate party most able to handle the issue. The issue log is redirected along with the call.  

Upon receiving a call, an organization's technical assistant fills out a more detailed call report. If the caller's issue has been resolved, then the issue can be closed out, removing it from the active list of that organization. If the issue is not resolved, the technical assistant again refer the caller within the system.  Each person involved in the caller's 'case' is noted in the database; this allows for a continuity of service delivery to the caller.  

The final result has been a resounding success. The people calling into the organization have received excellent service and the organizations have clean and detailed report.