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Case Study
Match Support Automation
A bilingual automation ecosystem for monthly match support check-ins. AI-powered call preparation, intelligent scheduling, automatic logging, and escalation paths for every audience segment—ensuring no match falls through the cracks.
01 — THE CYCLE
21-Day Check-In Rhythm
A structured communication cadence that ensures every match receives timely support while maximizing staff efficiency.
Days 1-7
Initial Outreach
Automated scheduling invites sent via SMS/email with self-service booking links
→
Days 8-14
Follow-Up Sequence
Multi-touch reminders for non-responders with progressive urgency
→
Days 15-21
Staff Intervention
Escalation to MSS for direct outreach with AI-prepared context
02 — BILINGUAL SUPPORT
Full Spanish & English Coverage
Every message, reminder, and communication is available in both languages—automatically matched to participant preferences.
🇺🇸
English
Complete message library with culturally-appropriate tone and phrasing
25+
Templates
SMS
+ Email
🇲🇽
Español
Professional translations reviewed by native speakers, not machine-generated
25+
Templates
SMS
+ Email
03 — AUDIENCE SEGMENTS
Tailored Paths for Every Audience
Different segments require different approaches. Our automations adapt messaging and timing for each group.
Bigs (Mentors)
- Monthly check-in scheduling
- Survey completion reminders
- Background check renewal alerts
- Activity ideas & resources
- Anniversary celebrations
Littles (Youth)
- Age-appropriate check-ins
- Survey distribution
- Program milestone updates
- Resource sharing
- Engagement tracking
Parents/Guardians
- Monthly communication cadence
- Survey completion flows
- Safety reminders
- Program updates
- Re-enrollment sequences
04 — THE WORKFLOWS
Automation Details
Each workflow is designed to maximize self-service while ensuring staff time is spent on matches that need it most.
MSC Schedule Automation
Core
Self-service scheduling links sent automatically each cycle. 84% of calls booked without staff intervention.
Calendly/Notion
SMS + Email
Bilingual
Multi-Touch Reminders
Core
Progressive reminder sequence with increasing urgency. Different messaging at days 3, 7, and 14.
3 Touch Points
Auto-Stop
Segment-Specific
Survey Distribution
Core
Automated survey sends with tracking. Achieved 100% completion rate across all programs.
Auto-Send
Reminders
AI Summary
Escalation Paths
Safety
Automatic escalation to staff when matches don't respond or when AI detects concerning patterns.
Day 14 Trigger
Staff Alerts
Task Creation
Auto-Logging
Efficiency
All automated contacts logged to Matchforce automatically with timestamps and content.
Matchforce Sync
Activity Notes
Contact History
Anniversary Triggers
Engagement
Automatic celebration messages for match anniversaries with personalized content.
Date-Based
Personalized
Branded
05 — AI-POWERED
Intelligent Features
AI augments the automation ecosystem with preparation, analysis, and insights.
Call Prep Notes
AI-generated preparation notes delivered before each scheduled MSC call, summarizing previous interactions and highlighting key points.
- Previous call summaries
- Survey response highlights
- Suggested conversation topics
- Red flags or concerns flagged
- Match anniversary & milestones
Survey AI Summaries
Automatic analysis of survey responses with sentiment detection and actionable insights uploaded to Matchforce.
- Sentiment analysis (positive/neutral/negative)
- Key themes extracted
- Comparison to previous surveys
- Risk indicators flagged
- Auto-uploaded to tasks
RPI Alert System
AI monitors survey responses and communication patterns to detect potential issues early and alert staff automatically.
- Pattern recognition across responses
- Automatic staff alerts
- Priority scoring
- Suggested interventions
- Documentation support
Match Story Generator
AI creates compelling match stories from survey data and notes for grants, marketing, and recruitment materials.
- Auto-generated from data
- Multiple formats available
- Privacy-compliant versions
- Ready for grant applications
- Social media snippets
06 — THE RESULTS
Measurable Impact
Real numbers from BBBS agencies using the Match Support Automation ecosystem.
84%
Self-Scheduled
MSC calls booked without staff intervention
100%
Survey Completion
First time achieving 100% across all programs
10-20
Minutes Saved
Per survey send automation
0
Missed Contacts
Every match touched every cycle
2x
Caseload Capacity
Staff can manage more matches effectively
24/7
Always Active
Automation runs even when staff are away
07 — IMPLEMENTATION
What's Included
Everything needed to deploy the Match Support ecosystem at your agency.
⚙️ Technical Setup
- 10+ Zapier automations configured
- Matchforce integration for all segments
- Calendar scheduling integration
- SMS provider setup (Dialpad/Twilio)
- AI tools configuration
- Survey platform integration
📧 Message Library
- 50+ message templates (25+ per language)
- Segment-specific variations
- Professional Spanish translations
- A/B tested for engagement
- Compliance-reviewed content
- Your agency branding
📚 Documentation
- Complete workflow documentation
- Segment-specific guides
- Escalation procedures
- Troubleshooting runbook
- AI prompt library
- Reporting setup guide
🎓 Training & Support
- 2 staff training sessions
- MSS-specific workflow training
- Video walkthroughs
- 2 weeks post-launch support
- Enhancement requests process
- Ongoing support available
Thank goodness for automation—we can both leave.
— Senior Leadership on taking a 10-day vacation while operations ran automatically
Ready to Transform Your
Match Support Process?
Let's discuss how the Match Support Automation ecosystem can help your team manage more matches while maintaining quality connections.
Schedule a Discovery Call