Salesforce Internal Process Streamlining for Nonprofit Case Study

  • August 16, 2022
  • Girikon
Background

Girikon – a leading provider of IT services partnered with a not-for-profit organisation that provides services to assist people with a genetic disease called Cystic Fibrosis (CF). The organisation was looking for a more efficient way to capture, track and update client information, which they could not accomplish seamlessly using their current CRM. Girikon assisted the client to migrate to Salesforce Nonprofit Success Pack from their not-so-efficient existing CRM.

The client chose Girikon over other Salesforce consultants because of its quality and cost-effective solutions that are tailored to meet the needs of the non-profit sector. These benefits are a direct result of having both on-shore, as well as off-shore capabilities. Having an onshore expert who is cognisant of the client’s needs resulted in Girikon always being proactive in achieving the client’s desired outcomes. Girikon was also able to commence and complete the project within the projected time frame, which enabled the client to start using Salesforce immediately after the implementation.

About the client

The client is a non-profit organisation, which seeks to provide practical help, support, and peer connections to those affected by Cystic Fibrosis. This is done through subsidising costs associated with equipment and organising other social events for creating awareness. The client also aims to assist with key challenges faced by people affected with Cystic Fibrosis. The national body of Cystic Fibrosis, Australia lends its support to the client organisation.

The Problem

During the discovery phase of the project, the following pain points were identified:

  • Capturing, tracking, and updating client information is a manual and time-consuming process. 
  • The current system has limited automation.
  • Donations are being recorded in spreadsheets, as well as in the current system with no consistency.
  • Tracking member relationships has been difficult.
  • Limited reporting is available in the current system.
  • Migration away from the current system and into Salesforce NPSP.
  • The time and effort in manually maintaining the current CRM system put a strain on the already small number of employees, giving the organisation less time to accomplish work that really matters to them, and the Cystic Fibrosis community.
The solution

After a thorough analysis of the client’s pain points, Girikon was able to provide and implement the following solutions: 

Data Migration:

  • Migration of archived data from Donman 
  • Migration of donation data from Donman

Account Management: 

  • Account Configuration 
  • Account types 
  • Duplicate Management 
  • Customisation of record type and page layout 
  • Creation of custom fields for Accounts

Contact Management: 

  • Contact Configuration 
  • Duplicate Management 
  • Creation of custom fields for Contacts
  • Customisation of on-page layout 
  • Creation of Reports and Dashboards

Opportunity Management: 

  • Opportunity tracking and progress 
  • Creation of custom fields for Opportunities 
  • Opportunity stages configured 
  • Customisation of on-record type and page layout 
  • Creation of Reports and Dashboards

Campaign Management: 

  • Customisation of on-Campaign objects 
  • Customisation of on-record type and page layout 
  • Creation of custom fields 
  • Adding Campaign member 
  • Creation of Reports and Dashboards

Web-to-Case Management: 

  • Configuration on the web to case form (Contact Form) 
  • Capturing the Contact and Case (Service/Membership information/Event/Sponsorship information) 
  • Auto-generated email for Members 
  • Auto-generated email for the client’s team with Task attached 
  • Creation of custom fields on the Case and Contact objects 
  • Data and Permission setting on the Case object

Relationship Management:

  • Configuration of Relationship objects 
  • Creation of Reports and Dashboards

Security Management:

  • Setting up multifactor authentication
The Outcome

Girikon’s expert business analysts act as Subject Matter Experts (SMEs) to provide the client with detailed insight into how to make the most of the Salesforce platform and CRM processes.

The client no longer has to spend their precious time creating and sending emails manually as Salesforce provides the ability to invoice clients for memberships automatically, and donations are captured and reported simply and effectively. Additionally, Girikon has made the process of case creation and management easier by assigning users to cases and auto-generating tasks for the specified users to view.

The cost-effective and quick execution of our solution allowed the client to retain their historic data and enabled them to get back to their charitable work, which is now more streamlined and secure. The team can now finally amplify their impact by lending their support to people affected by CF while communicating key messages to the stakeholders by focusing on more important tasks and leaving the repetitive and mundane ones to be automated by Salesforce.

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