Charity needs help to find a Service Desk Email ticketing SW

Help desk ticketing system & CRM Brief

Hi

As a charity we are looking initially for some free help. Once we find the right solution we can agree a charitable rate.

We are looking for some thoughts and suggestions on finding a solution.

Background
As part of a charity, we offer free workshops, run by volunteers, to help people improve their lives. The organisations are run under different names, eg Perfect your Marriage, Wise Life Academy, Prophetic Path.

After the workshop, we have many mentors in place to assist with free Q&A and aftercare by phone (WhatsApp), email or in person. The courses are managed from the UK and delivered in many different countries, USA, Canada, Denmark, Italy, Pakistan, the UK and many more.

Issues

1 We have many different Excel sheets used by different people, by different parts of the organization to collate information, ineffectively and inconsistently

2 About 1000 people attend different courses a year and many are not supported with Q&A and aftercare, because there are no effective systems in place

3 The number of courses across the world are increasing

4 There is no centralised CRM

5 There is no centralised Q&A support systems and aftercare

Solutions

1 To find a cloud-based solution

2 With a collaborative email inbox, so daily mentors can log in and assign emails to themselves to answer

3 Currently, there are about 20 mentors and in 2 years it is expected to increase to 50

4 Currently, we have about 1000 students, in 2 years we expect about 5k, and in 4 years about 10k, then in 5 years about 15K

5 We need separate CRM Databases, with separate logins for females and males

6 We need separate collaborative group email addresses for females and males

7 For different mentors to log in to the Collaborative email box with their own emails and for the emails send out with the generic contact@ email

8 To be cost-effective, with a facility of many users (mentors)

9 To easily create Email Campaigns

10 Ticketing system for emails Q&A

11 Mentors to login from their phones.

Thank you for taking the time to read this and we appreciate any guidance and suggestions.


Solution using Gmail
. Gmail will provide G suite with 10,000 email addresses for free, if it is a charity.

. We can then use a Gmail App to for a service desk ticketing system like Hubspot.


1 Emails will initially come directly from the website, but students may then start emailing directly to the group email.

2 To start off with two group emails for PP (male/female) with the view of creating additional group email accounts for each country where we have active mentoring.

3 Then to create extra group email addresses for the different arms of mentoring, eg healing, ascension, addiction, marriage, depression, etc


Student’s Q&A Journey

Student Emails (from the website or directly)
|
To Gmail Group Collaborative Inbox
|
Mentors log in daily (On a 7-day rota to reply to emails)
|
Head Mentor (Logs in daily to all the group email inboxes and ensure all
mentors are answering emails within 24 hours)