How SDS uses Zoho Creator to streamline urban outreach operations across Montréal

The company

Service de développement social (SDS) is a community-driven nonprofit organization based in Montréal, Canada. Supported by various levels of government and the City of Montréal, SDS has experienced rapid growth in just a few years. Today, it employs nearly 100 people and manages more than a dozen community projects, making it one of the city’s most dynamic social innovation actors.

Through its many social impact initiatives, SDS operates 24/7 in several central boroughs of Montréal with its Social Mediation and Intervention team. Its mission is to address complex public issues—from homelessness to mental health crises—through rapid and humane intervention.

The problem

As the program scaled, SDS faced growing operational challenges. Scattered documentation and disjointed communication channels not only impacted internal efficiency but also compromised their ability to respond effectively to public needs.

With urgent calls coming from various departments and frequent interventions on the ground, they needed a system that could unify everything, including data capture, workflows, task assignments, car usage, and more.

SDS began exploring digital tools to simplify data collection but soon realized they needed a more scalable solution. That’s when they connected with NSI, a Zoho Premium Partner who introduced them to Zoho Creator. With NSI’s hands-on guidance, an initial conversation about forms quickly evolved into a full digital transformation that reshaped how SDS manages every aspect of its operations.

The solution

SDS chose Zoho Creator for its flexibility, scalability, and low cost of entry, which were critical factors for a growing nonprofit with evolving needs. The platform’s ability to adapt quickly to their operational realities made it the right fit from day one.

What started as a simple form for logging intervention calls quickly evolved into a suite of customized applications tailored to every layer of SDS’s operations. Here's a breakdown of what they’ve built so far:

Mission dashboard

This is a centralized daily dashboard that gives employees a clear view of upcoming field assignments. It allows intervention teams to coordinate tasks and be prepared before they head out into the community

Call and request logging

This module is used to track all incoming calls, emails, and service requests across boroughs. These forms enable real-time documentation of who called, from where, and what kind of social issue needs a response.

Intervention module

This mobile-friendly module enables the on-the-ground teams to log their field activities. The forms capture critical details of interventions, from type of support provided to follow-up requirements—all accessible via phone or tablet.

Fleet and car management

This module allows staff to conduct daily vehicle inspections, track cleanliness, check equipment, and flag any maintenance issues.

Employee surveys

These monthly feedback forms collect staff reviews on internal strategies, training effectiveness, and team well-being, helping managers make data-backed decisions around team development and morale.

Protocol reference

This digital repository, accessible via mobile devices, outlines operational procedures for different scenarios, ensuring consistency and clarity when staff are in the field handling complex social cases.

Shelter management

Built in a matter of days for a winter-only emergency shelter, this app tracks the number of residents, intervention outcomes, and internal reporting—offering SDS full visibility into shelter operations from December to April.

Meeting logs

To comply with reporting requirements from donors and partners, SDS built an app that records all internal and external meetings, including discussions around mandate execution and program performance.

Each of these apps is tightly integrated with Zoho Analytics, giving stakeholders easy access to real-time dashboards that support informed decisions and streamlined reporting. Creator's mobile responsiveness was especially important, allowing field agents to input data directly from their phones or tablets and enabling real-time updates from any location.

Benefits and ROI

Since adopting Zoho Creator, SDS has seen clear improvements in productivity, transparency, and agility.

• Faster data entry: Field staff reduced the time spent logging reports by 50%, significantly speeding up daily reporting and freeing up time for other tasks.
• Improved internal coordination: Communication silos have been minimized, and the reliance on paper-based processes has decreased, resulting in smoother management operations.
• Time savings: Staff experienced a 20% reduction, in the time it takes them to complete their daily tasks, leading to more efficient workflows across the board.

Looking forward

Encouraged by its success, SDS is expanding its use of Zoho Creator to other community initiatives within the organization.

Vincent and Mohamed are already leading the charge to clean up and streamline their current app ecosystem, while setting up more tools for internal reviews, onboarding, and staff coaching. They also see potential in Creator as a central hub for communication, surveys, and even e-learning modules. Their advice to other nonprofits: