Case Study: Solari Crisis & Human Services achieves reduced call times and increased agent confidence with Spekit

How digital enablement technology transformed employee engagement and caller satisfaction

Solari Crisis & Human Services, an Arizona nonprofit running crisis and immunization hotlines with a team of 200+ call center reps, faced rapidly changing COVID-19 guidance that made the original 118‑page Google Doc impractical. With 700–800 calls per day (peaking over 2,200), agents were spending too much time searching multiple sites and instant messages for accurate information, so Solari turned to Spekit and its digital enablement solution to centralize and simplify access to vaccine and CDC guidance.

Spekit’s implementation team converted Solari’s “monster” Google Doc into searchable content cards (“Speks”), added Daily Spek update notifications, and made answers available with keyword search at agents’ fingertips. As a result of Spekit, reps quickly find accurate guidance, rely less on chat or multiple websites, report higher confidence, and the hotline reduced call times by several minutes—improving caller experience and operational efficiency.

Solari Crisis & Human Services

Edward Etienne

Human Services