Princes Trust Oracle Service Cloud Charity Case Study

The Prince's Trust: Revitalising a leading youth charity’s digital experience

Princes's Trust

“Boxfusion fully understood our end-customer needs and brought our requirements to life with regular demonstrations during solution build. Bringing a deep knowledge of the technology required to improve key business processes, Boxfusion acted as a real extension to our team and proved throughout the project that we could trust them with key decisions.”

Amrita Das, Head of Strategy & Projects, The Prince's Trust


The Prince’s Trust charity helps 11 to 30 year-olds who are unemployed or struggling at school to transform their lives. With over 1,100 staff and around 9,000 volunteers, they supported over 56,000 young people across the UK in 2017.

The Prince’s Trust chose Boxfusion as their strategic partner for the implementation of their Oracle Service Cloud solution, which formed part of a large-scale, complex project designed to redefine their young persons’ digital journey by modernising their omnichannel experience.

Connecting the digital dots

Boxfusion’s discovery phase highlighted a number of findings that assisted with the charity's approach to digital transformation. By challenging views, getting to the core of their business requirements and demonstrating the hidden benefits of Oracle Service Cloud technology, we were able to help translate the charity's into reality.

The approach needed to be unique and tailored. This meant tying together their business solution with the young persons’ expectations, whilst empowering its employees with the tools they needed to serve their network effectively.

By working closely with other delivery partners, we played a key role in enabling this strategic Oracle Service Cloud integration, helping bridge the gaps between the young persons’ key touchpoints and delivering a better overall experience with the charity.

Prince's Trust charity - Oracle Service Cloud solution - CX Cloud

Focal points

  • Unifying information about the young person
  • Meeting today's digital expectations
  • Enhancing the user experience (UX)
  • Improving efficiency in core processes
  • Bringing innovation to the forefront

Watch the full story

We interviewed Louis Granger (Senior CX Cloud Consultant, Boxfusion) and Amrita Das (Head of Strategy & Projects, The Prince's Trust) about Boxfusion’s successful implementation of Oracle’s CX Cloud solution within the charity, and how it supported their digital transformation journey.

The results

  • A holistic view of the young persons’ journey
  • Powerful insight into young person, charity volunteer and employee activity
  • Improved automation across young response process
  • A more engaging digital experience

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