The RSPCA has slashed response times to animal cruelty cases reported online from days down to minutes by adopting a new email management system.
Software from Eptica has helped the charity cut average response times to reports of animal cruelty from two days to just 21 minutes. Enquiries sent through the RSPCA website are now automatically scanned, prioritised and sent through to the right staff to act upon.
RSPCA information and advice manager Veronica Morrison said: “Over the last few years we’ve seen a massive growth in the number of people contacting us online. Eptica’s technology allows us to investigate and process all the cases reported on our website, quickly and efficiently.”
The software is also helping in other areas. When the charity launched its advice and pet fostering service PetRetreat, it received more than 900 online applications from potential foster families in the first month alone.
The Eptica software helped filter and distribute these applications, flagging where additional information was required, so the RSPCA team could speedily go back to potential fosterers.
Since deploying the email system online response times for veterinary advice have fallen from seven days to two hours, and for pet care and behavioural advice they have plummeted from 32 days to less than an hour.
