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Function
  • Automated Information Cataloguing & Data Management
  • Instant Inquiry Processing & Response Systems
  • Comprehensive Stakeholder Coordination & Communication
  • Intelligent Document Generation & Case Management
Services
  • Strategic Salesforce Consultancy
  • Salesforce Classic to Lightning Migration
  • Complete Platform Modernisation & Automation
  • Digital Transformation & Process Optimisation
Outcomes
  • Eliminated manual data entry and third-party system costs
  • Instant family responses with automated mediator assignment
  • Streamlined workflows enabling 16,000+ sessions annually
  • Enhanced staff productivity and client satisfaction
Technologies
  • Salesforce Lightning Platform
  • Automated Workflow Engine
  • Integrated Document Management System

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.
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Location

United Kingdom

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TEAM

500+ across functions

Challenges faced

A not-for-profit organisation struggling with legacy systems and lack of robust support.

  • Primary challenge: : NFM was operating on outdated Salesforce Classic, heavily reliant on manual processes for enquiry management, stakeholder coordination, and documentation.

    They needed to modernise their platform to improve response times for families in crisis and streamline complex mediation workflows.
  • Additional challenges: Heavy dependency on third-party systems like Conga for document generation, leading to additional costs.

    No single source of truth for case management, with manual intervention required for every family-mediator connection, causing delays when families needed immediate support.
  • NFM
    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

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    Enquiry Management

    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

    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. 

    Communication Management

    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. 

    Document Management

    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. 

    Process Management

    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.

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    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

    THE BRYSA EFFECT™

    The future of Digital Transformation in Charity/ NFP

    The future of digital transformation in charities and not-for-profits will be defined by data-led decision-making, platform consolidation and low-code tools enhancing service delivery, fundraising and stakeholder engagement.

    Success will depend on digital inclusion, ethical data use and mission alignment to ensure technology serves equity, transparency and long-term impact.
    View our success stories

    THE BRYSA EFFECT™

    “I just wanted to thank you for the work that has gone into getting our referrals automated. [It] has taken a load of my mind as well as work off the team.”

    Sarah Hawkins, CEO, National Family Mediation
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    GET IN TOUCH

    Whether you've got a fully-fledged project in mind or you're starting to explore idea for growing your digital presence - we'd love to hear from you.