“We needed a software, a CRM, and a partner that was able to change and adapt at the pace that we required it.”
See how LeadSquared helps teams connect inquiries, follow-ups, and onboarding workflows.
Inquiry-to-onboarding capture rate
Up from ~40%
Assessment data collection
Previously outsourced
Staff workflows and participant onboarding experience
Operator Relief Fund (ORF) is a nonprofit helping members of the U.S. Special Operations and Intelligence Community, including their spouses, access mental health treatment options. Working with seven medical clinics across the country, ORF covers eligible treatment and associated travel expenses. Over approximately three years, it has supported nearly 1,500 individuals.
ORF initially managed inquiries, onboarding, and follow-ups using Excel, Google Sheets, emails, and separate software tools. As demand increased, those disconnected workflows became harder to manage. Staff spent valuable time on spreadsheets, while participants navigated a fragmented onboarding process.
The organization needed a more connected system that could support sensitive information and adapt as its workflows evolved.
One connected participant journey — from inquiry to onboarding. Instead of navigating separate tools, participants could move through initial outreach, scheduling and onboarding in a more consistent flow.
ORF chose FloStack by LeadSquared for two priorities: HIPAA compliance and adaptability. The organization also brought assessment communications into the same coordinated process.
Automated emails, scheduling links, reminders, and centralized data collection reduced manual coordination. FloStack’s team continued working alongside ORF to refine the process as participant and organizational needs changed.
“It was almost like they were part of our organization.”
According to ORF, the share of initial inquiries progressing to onboarding improved from about 40% to 80% after implementing FloStack. The organization also brought previously outsourced assessment data collection in-house, reducing reliance on separate services.
With less time spent managing spreadsheets and a more consistent experience for participants, ORF could focus more of its team’s attention on the people seeking support.
“FloStack has gone above and beyond meeting that standard and ultimately allowed us to increase our impact.”
