Case Study: Wildlife Victoria achieves scalable, Salesforce-integrated cloud telephony for emergency response with Natterbox

Wildlife Victoria - Customer Case Study

Wildlife Victoria, a not‑for‑profit emergency wildlife response service, fields tens of thousands of public reports each year (over 86,800 requests annually, roughly 60,000 by phone) and helps more than 50,000 animals. After moving premises, they needed to replace an aging ISDN PBX with a modern, scalable telephony/contact‑centre solution that would integrate with their heavily customized Salesforce CRM, deliver high voice quality and availability, and require minimal operator training — and they selected Natterbox.

Natterbox delivered a cloud‑based telephony/contact‑centre solution fully integrated into Wildlife Victoria’s Salesforce platform, enabling click‑to‑dial on every phone field, streamlined operator workflows, flow‑chart call policies, and customizable reporting. The Natterbox deployment improved call‑handling efficiency, reduced training overhead, made relocation easier, and increased operational visibility — supporting the organization in managing tens of thousands of calls annually and helping coordinate care for over 50,000 animals.

Wildlife Victoria