INDUSTRY
- Health & Social Care
- Not for Profit
PROJECT TYPE
- Volunteer Management Platform
TECHNOLOGIES USED
D365 Customer Service
Power BI
Microsoft Forms Pro
Background
At the height of the COVID-19 pandemic, Australian Red Cross needed a way to rapidly connect with people in mandatory self-isolation while supporting volunteers working remotely. Partnering with Microsoft and Velrada, the organisation transformed a manual, spreadsheet-based process into a scalable digital platform in less than a week, helping vulnerable Australians stay connected and supported during an unprecedented time.
The Challenge
As demand for wellbeing outreach services grew, Australian Red Cross required a solution that could quickly coordinate volunteers, streamline daily welfare checks, and ensure people in isolation could access the support they needed. Speed, scalability, and ease of use were critical to meeting rapidly evolving community needs.
Velrada’s Solution
Built on Microsoft Dynamics 365 Customer Service, Power BI, and Microsoft Forms Pro, the solution helped Australian Red Cross:
- Coordinate volunteer outreach activities through a single, centralised platform
- Replace manual spreadsheet-based processes with streamlined digital workflows
- Support remote volunteering while maintaining service continuity
- Improve referral pathways for wellbeing, mental health, and community support services
- Gain visibility into call volumes, outcomes, and operational demand through real-time reporting
- Establish a scalable foundation for future omnichannel engagement across phone, SMS, email, and self-service channels
Although each State and Territory has different requirements in terms of the questions asked and data collected during the daily call – one of the most critical outcomes is that in each case a social connection is forged and some of the psychological barriers of isolation are broken.
Holly Brown, Red Cross National Lead for Systems & Process Improvement
Outcome & Impact
Delivered in just six days, the platform demonstrated how technology can be rapidly adapted to address urgent community challenges. By combining Microsoft’s technology with Velrada’s implementation expertise, Australian Red Cross was able to respond quickly to changing demand while maintaining a strong focus on human connection and care.
More than a crisis response solution, the platform created a flexible digital foundation that strengthened Australian Red Cross’ ability to support vulnerable communities, mobilise volunteers, and scale services whenever and wherever they are needed most.