There were a series of challenges
that Enclude have helped Pieta address since Cathy Kelly, Director of
Operations and Development at Pieta, was a student of Eamon Stack’s Management
Information course on the MA in Management in All Hallows College in 2009.
- 2009 - Pieta House, then three
years old, needs to collate data on its services
- 2012 – Pieta House recruit a
new in-house researcher, who needs to have data of sufficient quality to export
to research and analytics package SPSS.
- 2014- Darkness into Light Walks
take off. 90,000 people taking part creates new demands for the information
- 2015 – Pieta House has multiple
centres and ever-increasing demand for services. Need for more shared
information on availability of therapists for emergency assessments
- Pieta House goes international,
establishing a centre in New York
- The first Pieta House solution was designed, implemented and delivered
in 2010, build on ShareSalesforce CRM. Thanks to a generous grant from
Salesforce Foundation, Pieta House was given 20 enterprise licenses of
Salesforce worth €36,000 a year. The Pieta House CRM solution provided
Pieta House with client , assessment and appointment records and a suite
of reports that fulfilled the needs of this new national initiative. The
integrated two-way SMS system allowed direct communication with vulnerable
clients and auto-reminders ensured high attendance rates at their important
- Salesforce CRM upgraded to meet the higher data standards. The
collaborative design work lasted three months and the solution has served Pieta
ever since with excellent quality data. Many of the national news stories
on suicide, suicide ideation and self-harm are sourced from this unique
database. Each year the number of Pieta House centres
increased and the CRM was able to easily scale. Having an online system
allowed access from each centre with tight security.
- CRM was upgraded to handle the Darkness into Light data and the wider
fundraising requirements of Pieta House. Staff were trained and each year
the generous participation of 90,000 people, all over the world, are
added to the Pieta Fundraising CRM. Ongoing relationship are built
through regular contact and Pieta House is able to expand thanks to the
generous donations of its supporters.
- The solution was the new calendar function of the lightening user
interface for Salesforce. Clinical support staff in any centre can see
all available therapists in a shared calendar and book an appointment directly
from the calendar. So if a mother brings a son they are worried is
suicidal to Lucan, staff there can check where the next available therapist is
within a 2 hour drive.
- So much was learned from the work at Pieta House in Ireland that the new
system was mostly a copy of the Irish one.
Pieta House has
grown in tandem with ENCLUDE. It is a wonder story of charity to charity
collaboration. As Eamon Stack says “Pieta House is a model for how to
manage client relationships and client information in the mental health sector.
It is a vital service to help Ireland deal with the awful national tragedy of
suicide. We are so proud to be associated with Pieta”.