Powering Participant Progress Through Salesforce Managed Services
50% reduction in
case-worker effort through automation and unified workflows
10,000 Participants
supported annually across
programs
8-year Managed
Services partnership supporting continuous improvement
Samaritan Ministry of Greater Washington partnered with CUBE84 to transform Salesforce into a system that reflects how their case workers support Participants. Through a phased Managed Services engagement using Salesforce Sales Cloud and Experience Cloud, CUBE84 replaced manual, fragmented processes with a single, intuitive workspace for intake, goal tracking, and reporting. The result was faster case management, stronger adoption among rotating volunteers, and leadership visibility into outcomes that matter most.
Samaritan Ministry of Greater Washington is a 501(c)(3) nonprofit founded in 1986. Through its core Next Step program, the organization empowers Participants to address barriers, set goals, and take meaningful next steps toward sustainable, purpose-driven lives. Support includes housing assistance, job search guidance, coaching, and referrals delivered by staff and a rotating group of volunteer case workers.
CUBE84 delivered an ongoing Managed Services engagement built on Salesforce Sales Cloud and Experience Cloud. The work followed a phased approach focused on stabilization, usability, and adoption. Core elements included data model remediation, automation, custom Visualforce components, and reporting aligned to board-level outcomes. All enhancements were designed to reduce training overhead and support frequent volunteer turnover.
On the surface, Salesforce was underconfigured and heavily manual. The deeper issue ran further. Salesforce was viewed as an administrative burden rather than a support system.
High volunteer turnover made training, consistency, and data quality feel impossible.
Without change, staff spent more time managing the system than supporting Participants. Leadership lacked a clear view of progress, outcomes, or growth.
Executive Director of Advancement Information Services and Business Intelligence
CUBE84 began by cleansing and restructuring the Salesforce data model to establish a stable foundation. From there, the team focused on usability and flow.
A single-window LWC component was built to handle Participant intake, goal creation, next steps, and progress tracking in one place. This eliminated paperwork and removed the need to navigate multiple records or screens. Automations were added to support reminders, updates, and year-end reporting without manual effort.
Onboarding documentation and training materials were embedded directly into Salesforce, allowing new volunteers to learn in context. Policies and standards were introduced gradually to support adoption without disrupting day-to-day work.
Case workers now complete the same work in half the time. Information that was once scattered or missing is available instantly. New volunteers adopt Salesforce quickly because the system mirrors how they already think about supporting Participants.
Leadership uses dashboards to track Participants served, goals achieved, next steps completed, and return engagement. Board reporting is no longer a manual exercise. Salesforce has become a dependable source of truth.
