The platform was built. It just wasn't being used.
The organization connects corporations and individuals with volunteer opportunities across the metro. As a data-dependent organization (tracking membership fees, contact interactions, donations, events, and volunteer placements), they needed one central system that everyone actually used.
One year after their initial Salesforce implementation, that wasn't the reality. The platform had been built beyond what the team was trained to use. An array of capabilities sat untouched. It was a classic case of a platform being overbuilt and undertrained, and the data that should have been driving their mission wasn't flowing the way it needed to.
The WorkOptimize, educate, and drive adoption.
Digital Mass started with Sprint Zero to understand how the organization's members were actually using Salesforce, and where the gaps were. The focus was on unlocking what was already there and making sure the team knew how to use it.
- GAU-based donation trackingBuilt a tracking system using General Accounting Units (GAUs) so all three of the organization's programs could easily track and report on donations consistently.
- Common process for events and projectsDeveloped a shared process for creating events and projects that could be used across all programs, replacing the ad hoc approaches that had developed across the organization.
- Reporting templates and standardized reportingCreated reporting templates and standardized the reporting process to help all programs track and report on their data efficiently.
- Salesforce PlaybookDesigned and delivered a step-by-step Salesforce Playbook: a user guide and guided walkthrough that explains how to use and adopt the platform. Going forward, the playbook allows the organization to onboard and train new users independently.
Full adoption. Clear visibility. Mission-critical data.
- Full platform adoption achieved across all pro bono programs.
- Every team member can see each touchpoint they have with key accounts.
- Donations tracked and reported on consistently across all three programs.
- A Salesforce Playbook in place to sustain adoption as the organization grows.
A Salesforce implementation is only as good as its adoption. The platform was capable, and it just needed to be focused, documented, and taught. That's the work.
