When Every Minute Saved Means More Families Served
Good Standing Member identification
3 hours → 1 min/deck
Product donation processing:
14 days → 2 hrs (168× faster)
Membership surveys
3–4 weeks → 1 day
The National Diaper Bank Network (NDBN) provides diapers, period supplies, and basic essentials to families in need, supporting community-based organizations across the United States. With a mission rooted in dignity and care, NDBN equips its nationwide partners to serve families more effectively.
Behind a powerful mission, the Membership Services and Innovation & Impact teams were weighed down by systems that simply couldn’t keep up. Member data lived in scattered spreadsheets, making it difficult to track engagement, service areas, and compliance. Staff spent hours piecing information together, but the answers they needed were often hidden across emails, Excel sheets, and disconnected portals.
Manual entry of invoices and financial details often led to errors and slowed the reporting cycles that members depended on. Product donations, annual surveys, partner agency updates, and program activities were all tracked in different ways, without consistency, making it nearly impossible to see the bigger picture.
Even communication channels worked against them. Both staff and members found themselves juggling between forms, emails, and outdated tools just to share updates or confirm information. The result was time lost, delayed decisions, and opportunities to better support families slipping through the cracks.
Before we touched a single field in Salesforce, we worked with NDBN’s teams to map how they operated day to day. The first step was trust in the data. We cleaned and centralized member records, introducing a “Good Standing” flag so staff could quickly see who was current. That single marker reduced what had once been hours of manual checking into a one-minute task.
Next, we reimagined the backbone processes. Invoices were automated through QuickBooks integration and tied directly into the member portal, cutting out tedious entry. Product donations, partner agency data, and programs that used to live in separate spreadsheets were rebuilt directly in Salesforce, so staff could see everything in one place. We streamlined member onboarding. What was once a tedious manual process became an automated flow in Salesforce, reducing delays and giving new members faster access to support.We also modernized the way people worked together. Gmail integration meant emails were automatically synced, keeping communication visible. Chatter replaced long email threads, creating a shared space where members and staff could collaborate in real time. On the automation side, legacy Process Builders were migrated into Flows, creating a foundation that is more reliable and easier to maintain.
Finally, we turned to the touchpoints that shaped member experience. The annual survey process was rebuilt inside Salesforce, with accurate historical tracking and quicker turnaround. What once took weeks to gather and reconcile could now be completed in a day, giving leadership insights without delay and members a smoother experience.
A process that once took hours or even days collapsed into minutes. The “Good Standing” flag gave staff an instant way to see membership status without digging through spreadsheets, while product donations that previously dragged on for nearly two weeks could now be processed in just a couple of hours.
Surveys also became effortless. What had once required weeks of coordination was now launched, completed, and reported on within a single day. Historical comparisons, previously error-prone and time-consuming, became part of a smooth, repeatable process that leadership could rely on to make decisions with confidence.
Communication and collaboration improved as well. With Gmail syncing and Chatter embedded in Salesforce, conversations happened in context, right where the data lived. Instead of fighting tools, staff could finally spend more of their time where it mattered most—supporting members and advancing the mission.
While you may have started as our Salesforce partners, you've truly become a part of our NDBN family. Your kindness, leadership, and endless patience in helping us tackle these huge Salesforce projects has meant more than you know. The way you've stepped in to guide us through complex challenges while showing such understanding and compassion for what our team was going through is remarkable. You've gone above and beyond what anyone could expect - you've been partners, supporters and friends when we needed it most. Thank you for being there for us and helping to carry forward important work that meant so much.
Your partnership means the world to us.
