Case Study: RSPCA achieves a 30% increase in customer satisfaction and modernizes its omnichannel experience with Vonage

The RSPCA Builds a Modern Customer Experience Powered by Vonage

The RSPCA, founded in 1824 and the UK’s oldest and largest animal welfare charity, handles over a million calls a year and cares for hundreds of thousands of animals. Faced with ageing, mostly monochannel customer interactions and the need to be agile and cost-conscious as a charity, the organization set out to modernize its customer experience, integrate digital and human channels, and pilot new capabilities without disrupting core services.

Using the Vonage Communications Platform the RSPCA implemented a programmable, omnichannel contact center with deep Salesforce integration, IVR, SMS API and Conversation Analyzer—allowing intelligent routing, self-service resources, and agents to push information across channels. The upgrade increased customer satisfaction by 30%, introduced SMS donations, expanded omnichannel welfare advice, and gave the team the flexibility and confidence to iterate quickly for better outcomes for animals.

RSPCA

Jacqs Harper

Customer Experience Consultant