There is a wide variety of mission-supporting technology available for nonprofit organizations today. As organizations grow and enhance their systems, they are challenged with selecting the best technology to adopt. The key to making the right decision rests not in technology feature comparison, but in clearly defining the strategy and goals of the organization, and matching the technology to those goals and overall mission. It’s not always easy, but with a combination of input from leadership and department staff, it’s well worth the effort.
In this four-part series we’ll follow a purely fictitious nonprofit, Coalition Against Homelessness (CAH), to illustrate common situations we have faced with real organizations. We will travel with CAH through several phases as they utilize their existing Salesforce capability to build everything from an internal ticketing system to a high-volume inbound support center. Each post in the series will build upon concepts from the previous step, starting with the straight-forward functionality that exists within native Salesforce Cases, and ending with a look ahead at a full Service Cloud implementation.