Case Study: QLife scales nationwide LGBTI counseling and boosts call handling by 23% with Salesforce Service Cloud

QLife - Customer Case Study

QLife is a nationwide Australian service that combines five state-based counseling centers to offer anonymous mental‑health and LGBTI support via a single 1800 number, website and live chat. Its challenge was to deliver consistent, scalable care and referral management across vast, remote regions while keeping dispersed volunteers connected and supervised.

By implementing Salesforce Service Cloud, Communities, Chatter and a customized mobile call log, QLife unified workflows, routed callers to available counselors, surfaced a shared knowledge library and streamlined referrals to local services. The result: a 23% increase in calls (7,000) in nine months with a further ~10% growth expected, improved call handling and supervision, and stronger national-to-volunteer connectivity.

QLife

Ross Jacobs

Clinical Director