Archive - June 2014

1
The Salesforce Platform for Nonprofits: Why It Matters
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Case Study: National Parkinson Foundation
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Case Study: JDRF
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Case Study: National Brain Tumor Society
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Case Study: Canadian Cancer Society Engagement Center
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Case Study: Sacramento Children’s Home
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Jennifer Thall

The Salesforce Platform for Nonprofits: Why It Matters

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At the May 29th Innovation +SocialGood Event in Washington, DC, Salesforce and the Salesforce Foundation announced how much they will be supporting the nonprofit community in the years to come. Keith Heller and Salesforce partner Nick Ward, founding partner and chairman of roundCorner were able to talk about what it all means. In the last post they discussed how important it is for nonprofits to get started combining their strategy and tools into a complete plan. In this segment, they explain the strength of the Salesforce Platform, and how it benefits a nonprofit to become a member of the Salesforce ecosystem.

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Case Study: National Parkinson Foundation

For years, the National Parkinson Foundation has operated a toll-free phone number for general inquiries. With an estimated 600 calls per month and no process for tracking call results, NPF realized they were missing an opportunity to better understand and support their constituents.

“We know that data-rich conversations take place on helplines, and we needed to be capturing and analyzing that information in a protected online environment to improve our services,” said Adolfo Diaz, Deputy Director of Patient Services at NPF.

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Case Study: JDRF

With a national office and 110 chapters and branches, JDRF had dozens of disparate technology systems — including spreadsheets, databases, and online marketing tools.

After multiple attempts to implement CRM were unsuccessful, JDRF turned to Heller Consulting to lead system design, configuration and the overall project. The Heller team helped JDRF:

  • Create a CRM strategy and system design to get the project back on track
  • Extend their use of Salesforce.com beyond fundraising to program management, volunteer management, and more
  • Created documentation and training materials and provide ongoing services when JDRF needs an extra hand with training, project management, and system administration

Download the case study now to read more about how JDRF and Heller worked together to successfully implement an organizational CRM and how it impacted the organization.

Download the case study now

Case Study: National Brain Tumor Society

In 2008, the National Brain Tumor Foundation in San Francisco merged with The Brain Tumor Society in Boston to become one organization under the name National Brain Tumor Society. As a result, the newly formed NBTS needed to merge their two databases and get their fundraising processes in sync and turned to Heller Consulting.

Heller Consulting helped NBTS:

  • Align their fundraising and communications operations
  • Develop business processes so users from multiple departments can track important data while protecting sensitive donor information
  • Coordinate major donor cultivation practices within the structure of the combined fundraising database
  • Move databases and systems to the Salesforce platform CRM so data and processes would be available through web browsers regardless of the computer platform
  • Streamline the patient services and call center processes

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Case Study: Canadian Cancer Society Engagement Center

As a national community-based organization, the Canadian Cancer Society in Saskatchewan (CCSSK) needed a robust system that could more effectively connect its participants, donors, volunteers and cancer survivors. Facing a short timeline, Heller and CCSSK combined resources to upgrade several areas of the organization.

  • Converted the “Reminder for Life” program from a manual administered process to an automated program, saving time and effort of organization staff
  • Established a full Salesforce Communities site with custom branded destination page to allow volunteers to share information throughout the year
  • Designed and developed internal workflows, escalation rules and processes for call center operations to streamline and standardize operations across the department
  • Created documentation, knowledge base, and consistent onboarding Action Plans to train and organize new team members to be up and running efficiently
  • Built the underlying workflows, content, and message templates and triggers needed to deliver the detailed Engagement Journey in conjunction with their peer-to-peer fundraising system
  • Implemented processes to create a robust two-way communication channel to keep constituents interested and engaged all year.

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Case Study: Sacramento Children’s Home

Heading into their 150th anniversary, The Sacramento Children’s Home needed to be ready to launch larger targeted fundraising campaigns. They had been using Raiser’s Edge for over 10 years without applying its strategic or fundraising capabilities, so they wanted to determine if they would be able to use the tools they already had available. They contacted Heller Consulting for a System Assessment to determine the existing state of their installation, and if it would be able to serve their future needs.

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Jennifer Thall

Jennifer Thall
Senior Consultant

Prior to joining the team at Heller Consulting, I spent the last three years working at the National Community Tax Coalition, a national, nonprofit coalition of organizations providing community-based tax preparation and financial services to low-income families. I worked on the policy and advocacy team there, using Salesforce to continually enhance and inform our campaigns and operations.

I loved being part of the nonprofit sector, working alongside people who are passionate about making a real difference in their communities. I am excited that, by working at Heller Consulting, I will be able to help more nonprofits streamline their processes and harness the power of tools like Salesforce in order to accomplish their missions.

I hold a Bachelor of the Arts degree in Human Development from the University of Chicago. I am also a Salesforce Certified Administrator and Sales Cloud Consultant.

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