Partnership: National Family Mediation
National Family Mediation (NFM), is a not-for-profit organisation that helps families in conflict. They offer family mediation services, focusing on helping divorcing or separating families. NFM provides these services directly and by working with partner mediators present in over 500 locations across England and Wales. Together, they deliver over 16,000 sessions each year.

Location
United Kingdom
TEAM
500+ across functions
Challenges faced
A not-for-profit organisation struggling with legacy systems and lack of robust support.
They needed to modernise their platform to improve response times for families in crisis and streamline complex mediation workflows.
No single source of truth for case management, with manual intervention required for every family-mediator connection, causing delays when families needed immediate support.

What We Delivered to NFM
We proposed a comprehensive Salesforce Lightning upgrade to create a single source of truth, automate workflows, and eliminate manual bottlenecks.
Transformed NFM from a reactive, manual operation to a proactive, automated service that could respond to families instantly.
We modernised the entire Salesforce ecosystem, implementing intelligent automation that would connect families with appropriate mediators within seconds of enquiry submission.
Building Blocks of Success
Building Blocks of Success


Enquiry Management
Automated Information Cataloguing & Instant Response
- Implemented Salesforce Lightning workflows to automatically capture family enquiry data, eliminating manual data entry.
- Created intelligent forms that instantly populate the database and trigger immediate acknowledgment to families seeking mediation support.

Case Management
Intelligent Mediator Matching & Assignment
- Developed postcode-based automatic assignment system using location data to connect families with the most appropriate mediator within seconds.
- Automated case creation and stakeholder notifications for seamless handoffs.
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Communication Management
Automated Stakeholder Coordination
- Streamlined communication between NFM staff, partner mediators, and families through automated email workflows.
- Eliminated manual follow-ups and ensured all parties receive timely updates throughout the mediation process.
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Document Management
Integrated Document Generation
- Replaced expensive third-party systems by building document generation capabilities directly into Salesforce Lightning.
- Automated creation of session schedules, payment details, and mediation agreements within the core platform.
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Process Management
End-to-End Workflow Automation
- Created seamless workflows that guide cases from initial enquiry through to completion, with automated triggers, approvals, and notifications.
- Eliminated repetitive tasks and enabled staff to focus on high-value client support.
Impact
The result of our collaboration
NFM team has observed significant improvement in their day-to-day operations.
- 1500+ hours saved due to the automations
- 16,000+ annual sessions now supported by intelligent automation
- Automated enquiry processing & immediate mediator assignment
- Removed dependency on expensive systems like Conga
- Team freed from repetitive tasks to focus on family support