18 July 2024

Drone To Home is the UK’s first drone-based animal search and rescue charity. Most of its work focuses on finding lost dogs, although it has recently expanded to assist farmers with missing livestock. Today, the charity’s work extends beyond drone-based animal recovery. Volunteers offer advice on encouraging frightened animals to come to their owners—and provide methodical search tips based on Phil’s police training.

Drone To Home has a team of 20 volunteer call handlers who deal with 40-70 inbound calls a day. It also has over 150 volunteer drone operators, most of whom have their own drones. The charity’s volunteers are supported by three full-time staff and three thermal drones.

“We had outgrown our existing phone system but weren’t ready for a formal contact centre solution,” said Phil James, creator and CEO of Drone To Home. “As luck would have it, one of our volunteers, Sarah Church, works for Node4, and she put us in touch with some of the company’s Webex Calling specialists. “After Sarah made the introductions, Node4 set us up with a heavily discounted package and also installed everything for free. This means we can keep more funds for our core work of reuniting lost animals and owners—and don’t have to worry so much about our technology expenses.”

“Pets are such an important part of so many people’s lives, and it’s heartbreaking when they go missing,” said Sarah Church, senior account manager at Node4 and Drone To Home volunteer. “Drone To Home plays a vital role in helping reunite animals with their owners and ending that anguish. I’m confident the new Webex Calling solution will play a key role in supporting Drone To Home as it continues to expand—ensuring calls are answered swiftly, and case information is easily accessible across the organisation’s team of remote volunteers.”

Following the installation, Webex Calling supports Drone To Home by delivering an easy-to-operate phone system that volunteers can use from home with minimal training; capacity to more than double volunteer call handlers in line with expansion plans; call routing from day one with additional functionality as required at the charity’s own pace; missed call and callback information to ensure timely handing of all lost animal enquiries; Improved volunteer call handling rotas and availability insights
In an example of remote team collaboration at its best, volunteer call handlers and drone operators have a dedicated Webex Space for each missing animal case. This makes it easy to log and access information on recent sightings, update owners and deploy drones where needed.

“I was particularly keen on this aspect of the solution,” said James, “it keeps us working efficiently even as case numbers increase. It also ensures we remain organised with all the necessary case information at our fingertips. As a former police officer, I know these elements are essential if we’re to work methodically and logically to track down people’s beloved animals.”

“We are delighted to sponsor Drone To Home’s new Webex Calling solution. Drone to Home is based close to Node4 headquarters serving our shared local community. We wish Drone to Home every success as it continues to grow and rolls out its important services across more of the UK,” said Kate Lincoln, head of governance at Node4.