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Wales Air ambulance appoints Arvato as digital transformation partner


Mark Say Managing Editor

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Air ambulance
Image source: Arvato

Wales Air Ambulance has appointed Arvato CRM Solutions as its digital transformation partner.

The company said that over the next two years it will provide the charity with consultancy services to help identify where new technologies – including automation and artificial intelligence – can be applied across its back office, retail and contact channels.

The business will support the design, building and running of solutions, with aims of increasing efficiency, supporting fund raising efforts, reducing the charity’s environmental impact and future proofing its systems.

It will also provide training and mentoring to Wales Air Ambulace employees to transfer technical knowledge

Arvato has already designed and delivered a pilot project for automating the charity’s in-house fundraising lottery. It said that so far, this has reduced the time spent by on daily BACS reports by 50%, and cut time spent on adding new members to the lottery draw by up to 92%.

Dashboard and donor experience

Future focus areas for the partnership now include building an automated dashboard to report on key operational information in real time, and developing an omnichannel donor experience centre, to help employees and volunteers more efficiently manage calls and messages from donors.

The company will also provide support for reducing the carbon footprint, including by removing inefficient IT hardware and digitising previously paper based tasks.

Sue Barnes, chief executive of Wales Air Ambulance, said: “It’s vital that we make our systems and processes as efficient as possible so that every pound we receive from the community has the biggest possible impact in our lifesaving work. Put simply, the more time and money we save running the charity, the more we can dedicate to keeping our helicopters in the air and rapid response vehicles on the road.

“Technology will be key to achieving this and why it’s a significant part of our new strategy. We are innovative in the medical service that we deliver and we are keen that this innovation is embedded in every area of the charity, and in everything we do.”

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