The Royal Society for the Prevention of Cruelty to Animals (RSPCA) says it has slashed the time it takes to respond to animal cruelty cases reported online from days down to a matter of minutes.

The charity is using email management software from Eptica to cut average response times to reports of animal cruelty from two days to just 21 minutes. Enquiries sent through the RSPCA website are now automatically scanned, prioritised and sent through to the right staff to act upon.

With the time it has saved in processing online enquiries the RSPCA says it can now investigate more cases and ultimately save the lives of more animals.

Veronica Morrison, information and advice manager at the RSPCA, said, “Over the last few years we’ve seen a massive growth in the number of people contacting us online. Eptica’s technology allows us to investigate and process all the cases reported on our website, quickly and efficiently."

The software is also helping in other areas. When the charity launched PetRetreat - an advice and pet fostering service - it received more than 900 online applications from potential foster families in the first month alone.

The Eptica software helped filter and distribute these applications, flagging where additional information was required, so the RSPCA team could speedily go back to potential fosterers. This improved the process of vetting applicants and placed animals within a caring environment much quicker, said the RSPCA.

The RSPCA is also regularly contacted for more general pet health and behavioural advice. Since deploying the email management system, said the RSPCA, online response times for veterinary advice has fallen from seven days to two hours, and for pet care and behavioural advice it has plummeted from 32 days to less than one hour.

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