Transforming Accessibility: A Digital Evolution in the Non-Profit Sector

What if every call for help could be answered faster, smarter, and more compassionately – no matter where it came from? In 2016, a national not-for-profit organisation unified its national operations, bringing together previously separate territories under one domain. But behind the scenes, its contact centres remained fragmented – each using bespoke, disconnected systems that made it difficult to share information, respond quickly, or provide consistent support. By 2021, the need for change was clear. The organisation set out to transform how it connected with people in need, whether they were seeking financial assistance, crisis support, housing or simply someone to talk to.
The Challenge

The organisation’s contact centres were operating in silos, with limited integration and inconsistent access to user information. Staff were doing their best, but the tools weren’t keeping up. The goal was to create a single, accessible platform that would unify communication, streamline operations and empower staff to respond with speed and empathy.

Our Engagement

Terra Firma partnered with the organisation to deliver a national rollout of Genesys Cloud, a modern, secure contact centre solution. This wasn’t just a technology upgrade – it was a strategic transformation designed to reduce complexity, improve service delivery, and make support more accessible to every person who reached out.

Key Initiatives

Simplified Systems

Consolidated multiple platforms into a single, integrated solution for managing user interactions across the country.

Faster, Smarter Responses

Enabled staff to access real-time information, improving their ability to support individuals in crisis.

Centralised Donations

Created a unified entry point for donations, improving transparency and operational efficiency.

Stakeholder Engagement

Established a Project Control Group (PCG) to align senior leaders and ensure strategic oversight.

Quality & Compliance

Aligned with internal delivery frameworks and met rigorous external standards including PCI DSS, SOC2 Type II, ISO 27001, ISO 27018, HITRUST, and IRAP.

Specialist Implementation

Partnered with a trusted vendor to manage the migration from legacy systems to the cloud.

Nationwide Impact

Over 5,000 users were supported through the change, with regular communication forums to manage progress and feedback.

The Outcome

The result was a unified, cloud-based contact centre environment that dramatically improved accessibility for both staff and the people they serve. Calls are now answered faster, information is easier to access, and support is more consistent across the country.

Web messaging quickly gained traction, particularly among younger Australians who were more comfortable seeking help online than over the phone. Additionally, employee turnover dropped to just 1.4%, highlighting improved staff engagement and a more supportive, accessible work environment.

Why It Matters

Accessibility isn’t just about technology – it’s about removing barriers. This initiative empowered a national organisation to respond with greater clarity, compassion and confidence – ensuring that no call for help goes unanswered.

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