On the Line improves provision of social health services to over 80,000 Australians with Yellowfin Cloud

FOR IMMEDIATE RELEASE: 13 March, 2018, Melbourne. Australian professional social health business, On the Line, is reaping the benefits of real-time data analysis across each of its vital 20 service lines as a result of implementing Business Intelligence (BI) platform Yellowfin Cloud, powered by Toustone. On the Line currently supports more than 80,000 Australians yearly with vital counselling services including MensLine Australia, Suicide Call Back Service and SuicideLine Victoria.

The Yellowfin Cloud solution will ultimately eliminate manual report consolidation to deliver an automated snap-shot of the business daily. This will empower On the Line to analyse and report on the effectiveness and efficiency of each service line in operation - a requirement of its public and private sector funders.

It will also integrate all On the Line’s communications data — such as time on call — with specific case management system data, providing a complete picture of call by client. This will not only provide insight into current service levels, but also drive the development of better business practices to improve client services and realise efficiency gains.

“On the Line is an extremely multifaceted organisation doing amazing work for the community,” said Craig Lefoe, founder and CEO of On the Line’s technology integration partner Toustone. “They are also completely technology dependent and awash with vitally important – and potentially life-saving – data.

“Our end state for this project will be for Yellowfin to be pulling data from a myriad of internal and external sources, delivering the business a daily visual report so it can easily see the performance of each service line,” said Mr. Lefoe.

On the Line has opted for a staged rollout focusing initially on measuring the effectiveness of social media channels, and then following with the integration of the call centre communication and case management systems. Analysing social media channels is key as it identifies trends and enables analysis of the relationship between posted content and call activity.

“The social media element was implemented in less than a day, thanks to prebuilt Yellowfin connectors and dashboards for each social channel,” said Samantha Fredericks, Head of Brand, Marketing and Growth at On the Line. “Within hours instant delivery of valuable intelligence allowed our marketing teams to analyse traffic and trends and facilitate better targeting of those in need.”

On the Line will also use Yellowfin’s powerful Storyboard feature to choose how they view available data. A customisable tool for sharing and communicating captured information in presentation format, Storyboard empowers people across all business functions to assess the current situation and drive better business decision making.

“The more information we have, the better – but the key is seeing that information in an easy to understand format and one that delivers insights on how we can improve the services we provide,” said Ms. Fredericks.

The project will also see integration with On the Line’s human resources (HR) and accounting packages delivering an even more comprehensive view of the current performance of each service line.

“Our business is complex, and we rely heavily on technology across a range of systems that all produce different data sets. Everything varies from month to month, so seeing the complete situation over specific times means we can easily plot trends and make changes accordingly, which helps with budgeting and staffing,” said Ms. Fredericks.

# # # 

About On the Line

On the Line provides social health support and counselling services (anywhere and anytime) to over 80,000 Australians each year. It operates from a purpose-built facility where 85 qualified professional psychologists, counsellors and social workers offer 24/7 support and advice via telephone, web chat and video counselling. The organisation manages 20 separate lines, including public-facing services and tailored counselling programs for specific industry groups and other at-risk community members. A social enterprise, On the Line receives funding from both private and public sectors. On the Line counsellors are experts in men’s mental health, anger management, family violence (using and experiencing), healthy relationships, integrated wellbeing, mental health, chronic health conditions, problematic drug and alcohol abuse and, suicide and trauma-informed practice for anyone affected by suicide. On the Line is the only Australian organisation accredited by the American Association of Suicidology.

About Toustone

Toustone’s goal is to make BI easy and affordable for everyone. With its depth of experience in hosting and developing Yellowfin solutions, Toustone built Yellowfin Cloud powered by Toustone. This cloud-based SaaS solution is spun up in 60 seconds, saving time and money, and allowing customers to drive insights that support improved and faster business decision-making. Completely scalable, Toustone caters for individuals up to companies of 5,000 or more. Its consultants are experts at helping organisations visualise and better understand their data so that they in turn, can drive business improvement. To sign up for a free trial of Yellowfin Cloud powered by Toustone go to https://yellowfin.toustone.cloud.

About Yellowfin

Most BI companies can tell customers what happened. Yellowfin tells them why it happened. Yellowfin is a global Business Intelligence (BI) and analytics platform dedicated to solving real enterprise analytics challenges, and helping business people understand not only what happened, but why. Founded in 2003 in response to the complexity and costs associated with implementing and using traditional BI tools, Yellowfin is a highly intuitive, 100-percent Web-based reporting and analytics platform. Yellowfin has been included in four consecutive Gartner Magic Quadrants, the Forrester Wave, and consistently scored as a leader in key categories of the BI Survey from BARC. More than 25,000 organizations, and more than three million end-users across 75 different countries use Yellowfin every day. For more information about Yellowfin BI, visit www.yellowfinbi.com