Case Study: Wildlife Victoria achieves improved emergency response and call management with Natterbox

A helping hand for wildlife in need

Wildlife Victoria, a not-for-profit emergency response service that coordinates volunteer rescuers and carers for sick and injured native animals, faced the need to replace an outdated ISDN phone system while relocating to a heritage-listed building with poor internet connectivity. They selected Natterbox and its offerings (Natterbox Cloud PBX, Contact Centre, CTI and Call Recording) to provide a modern, Salesforce-integrated telephony platform and a dedicated business-grade Mid-Band Ethernet connection to resolve connectivity issues.

Natterbox implemented a cloud-based contact centre with click-to-dial in Salesforce, call queue prioritisation, customised reporting and wallboards, and call recording, giving Wildlife Victoria better visibility, cost control and scalability. The solution helped staff manage high volumes—around 60,000 phone contacts annually (over 86,800 requests for help overall) —improved emergency case management and prioritisation, reduced training burden, and supported the organisation’s work assisting over 50,000 animals.

Wildlife Victoria