Case Study
Optimized Participant processes and improved case-worker efficiency
Elevated User Experiences through Salesforce Optimizations
engagement type
Managed Services
product
Sales Cloud
industry
Nonprofits
A 501(c)3 nonprofit (founded in 1986) that uses its Next Step program to assist disadvantaged individuals. The program offers a safe space where participants can set and pursue their goals, with resources like housing and job search support, coaching and referrals to partner services available to help them achieve these goals.
Overview
- Key Challenges: Suboptimal, intensively manual Salesforce config
- Key Solutions: System-wide online data collation
- Key Impact: Optimized databases, improved productivity and user adoption
challenges
- Suboptimal Salesforce configuration, including absence of basic automation
- Original database was collated offline and required intensive manual online entry
- High volunteer turnover rate, compounded by a discordant data model and an unintuitive UI
- Management lacked insights into teams' KPIs & growth metrics due to absence of reports
Solutions
- Cleansed and custom-configured Salesforce instance
- Integrated the onboarding documentation into Salesforce via a single, intuitive Visualforce page, eliminating all related paperwork
- Built a custom Visualforce job matching functionality for SMGW and their Partner Organizations’ contacts, with a tailormade notification system
- Simplified training sessions for new joinees and implemented policies to standardize processes in Salesforce
Impact
- Unified data management: Eliminated data loss, minimized errors, simplified report generation and improved visibility into KPIs
- Significant rise in productivity: Improved efficiency, process flow, and data security, reduced turnaround times and streamlined training session
- Improved UX: Increased user adoption and participant engagement, more efficient task management