For Lifeline’s 1,000+ staff and 10,000 volunteers operating across 43 accredited centres nationwide, these aren’t statistics. They are all opportunities to ensure no Australian faces their most difficult moments alone.
With demand continuing to grow and services expanding, Lifeline engaged Nexon Asia Pacific (Nexon) to ensure their technology could keep pace.
The challenge
As the organisation grew, Crisis Supporters needed to navigate multiple systems to manage interactions and capture notes, while focusing on connecting with and supporting the person seeking help.
- Fragmented systems create complexity
- Complex logins and disparate platforms
- IT not equipped for expansion plans
- High-maintenance IT limiting innovation
The solution
The transformation included broader infrastructure modernisation. Nexon deployed Dynamics 365 Customer Engagement to streamline the volunteer experience, while Power Automate integrations automated manual workflows for Crisis Supporters.
- Genesys Cloud Contact Centre with Twilio integration unifies crisis support
- Microsoft Dynamics 365 Customer Engagement and Power Automate
- Integration with Azure-based identity & reporting platforms for security and insights
- Ongoing managed services and governance support
The outcome
Lifeline’s platform improvements are arriving at just the right time. While the 13 11 14 phone line remains at the heart of the service, Australians are turning to digital channels for crisis support.
Key Drivers Behind the Transformation
- Better engagement through improved user experience
- Reduction in technical issues
- Reduction in time to get started on shift