Loaves and Fishes Showcase
Project Showcase
Loaves & Fishes
Project: Text Messaging & eSignature
Project Showcase
Loaves & Fishes
Project: Text Messaging & eSignature
Key Results
- Time spent on reminder calls reduced from 1.25 hours per week to 4 minutes
- 320 staff hours saved per year through SMS reminders
- 26% reduction in clients failing to show up for appointments
- 87% time reduction in reconciliation, saving at least 5 staff hours a week
"We are grateful for the advice and partnership of the Thierer Family Foundation as we implemented these projects and considered other ways to improve our technology and services."
Mike Havala,
President and CEO
Key Results
- Time spent on reminder calls reduced from 1.25 hours per week to 4 minutes
- 320 staff hours saved per year through SMS reminders
- 26% reduction in clients failing to show up for appointments
- 87% time reduction in reconciliation, saving at least 5 staff hours a week
Improving the client experience in less time
Thierer Family Foundation helped Loaves & Fishes innovate their client experience and improve staff efficiency by implementing text messaging and an electronic signature system.
Challenges
Loaves & Fishes completed a database merger to provide a streamlined client experience between their food and CARES programs. This has allowed them to track client data more efficiently, but they lacked the technical tools needed to capitalize on this and translate it into improving the client experience and increasing staff efficiencies.
How We Helped
Thierer Family Foundation partnered with Loaves & Fishes to create a text messaging system for their nudging strategy which includes reminders for appointment times and required documentation, in addition to healthy living tips. They also implemented an electronic signature system to improve staff efficiency and innovate the client experience.
Outcomes
Through regular text messaging, Loaves & Fishes has reduced the number of missed appointments, saving staff and volunteer time while increasing their efficiency in serving other clients. The e-signature capability has streamlined the food distribution process and saved time on database entry and Northern Illinois Food Bank reconciliation.
"We are grateful for the advice and partnership of the Thierer Family Foundation as we implemented these projects and considered other ways to improve our technology and services."