Transforming Communication for Maui Humane Society



CHALLENGE

The Maui Humane Society, a critical lifeline for the Maui community, answers thousands of calls weekly to address some of the island’s most challenging issues. However, their outdated, legacy phone system hindered their ability to manage these calls efficiently. Key problems included:

• Dependence on costly phone lines.
• Lack of visibility into call handling and system performance.
• Inefficient call management, leading to unresolved customer needs.
• Inability to prioritize or queue calls effectively, which is critical in emergencies.
• With these limitations, the organization struggled to meet the community's needs, especially during high-call-volume periods. Leadership required a modern solution that could provide greater visibility, improve call efficiency, and ensure the public received timely and effective support.

SOLUTION

Cloud9 Technology Consulting partnered with the Maui Humane Society to deliver a tailored solution. By sourcing and implementing a cloud-based unified communications system alongside an advanced contact center platform, Cloud9 addressed the organization’s pain points and enabled a transformative change. The new system features:

• A fully cloud-based infrastructure eliminated the need for expensive phone lines.
• Advanced call queuing and routing to ensure calls are handled effectively, even during peak times.
• Real-time visibility into call analytics and performance, empowering management to monitor and optimize operations.
• Intelligent tools to prioritize and respond to emergencies swiftly and efficiently.

RESULTS

The new communication system revolutionized how the Maui Humane Society supports its community:

• Improved Efficiency: Calls are now managed seamlessly, ensuring customers receive timely assistance.
• Enhanced Visibility: Management can access actionable insights, enabling better decision-making and operational improvements.
• Community Impact: The organization can now provide a higher level of service, ensuring public needs and emergencies are met with urgency and care.

By transitioning to a modern, cloud-based solution, the Maui Humane Society is better equipped to serve the community and respond to emergencies effectively.

CONCLUSION

Cloud9 Technology Consulting’s innovative approach helped the Maui Humane Society modernize its communication system, enabling them to serve the community more effectively. This partnership demonstrates the power of technology in solving real-world challenges and making a meaningful impact.

AT A GLANCE

Maui Humane Society’s mission is to protect and save Maui’s animals' lives, accept all in need, educate the community, and inspire respect and compassion towards all animals.

Maui Humane Society, a 501(c)(3) non-profit organization, was first established as a non-profit in 1953, incorporated in 1962, and is the only open-admission animal shelter on the island of Maui. Our mission is “to protect and save the lives of Maui’s animals, accepting all in need, educating the community, and inspiring respect and compassion towards all animals.”

Maui Humane Society partners with Maui’s public and private sectors to serve our community. Our veterinary team provides year-round, no (or low) cost spay/neuter services, serving approximately 6,000 animals and their families in the last fiscal year. Our outreach-oriented Humane Enforcement Officers provide 24/7 animal emergency response and animal management services for the County of Maui. In the event of a disaster, MHS works in partnership with the Red Cross and Maui County Civil Defense to provide pet-friendly emergency shelter locations.

www.mauihumanesociety.org