Partnership: National Family Mediation

Case Study

Charity/ NFP

All Industries

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.

Primary challenge: : NFM was operating on outdated Salesforce Classic, heavily reliant on manual processes for enquiry management, stakeholder coordination, and documentation.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

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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

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.

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

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

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

Function

Services

Outcomes

Technologies