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How Exigo Tech Helped Samaritans of Singapore (SOS) Provide Emotional Support to Individuals in Crisis
A Dynamics 365 Omnichannel solution helped SOS centralise communications and deliver 24x7 virtual support.
Project Overview
Samaritans of Singapore (SOS) is a non-religious, not-for-profit organisation headquartered in Singapore and in service since 1969. SOS provides confidential emotional support to people who are in crisis, considering suicide, or affected by suicide, focusing on suicide prevention, crisis intervention, mental health awareness and counselling.
SOS was managing requests for help across multiple disconnected channels xe2x80x94 social media, web chat and WhatsApp xe2x80x94 making it increasingly complex and time-consuming to connect individuals in crisis with the right mental health volunteer.
The Challenge
SOS was managing requests for emotional support across multiple disconnected channels, making it difficult to quickly connect people in crisis with the right volunteer.
Fragmented Communication Channels
Requests arrived through social media, web chat, WhatsApp and more, with no single place to manage them.
Complex Volunteer Assignment
Matching individuals in need with the right mental health consultant was becoming slow and cumbersome as volume grew.
Limited Record-Keeping
Maintaining accurate records of volunteer-individual communications for monitoring and improvement was increasingly difficult.
No Virtual Support Channel
SOS lacked a reliable way to provide round-the-clock virtual support through automated agents.
Our Solution
Exigo Tech extended SOSxe2x80x99s existing Dynamics 365 Customer Service investment with an Omnichannel solution that unified every support channel into one platform.
Omnichannel Consolidation
Webchat, WhatsApp and other channels were consolidated into a single Dynamics 365 Omnichannel workspace.
24x7 Virtual Support
New web chat and Power Virtual Agent channels let volunteers work remotely, providing round-the-clock support.
Faster Volunteer Matching
Streamlined routing reduced the time and effort needed to assign individuals to the right mental health volunteer.
Reliable Record-Keeping
Centralised conversation history supported consistent monitoring and continuous improvement of support quality.
Samaritans of Singapore worked collectively with Exigo Tech to extend their current investment in Dynamics 365 Customer Service through Omnichannel and made it possible to communicate and find help through phone, webchat, and WhatsApp chat, including surveys pre and post communication, to help individuals receive emotional support for those in distress.
