Here we discuss two recent case studies of our approach to implementing Salesforce in this sector:
Sky Badger is a charity that finds help and adventure for disabled children and their families in the UK. When Naomi Marek (CEO of Sky Badger) approached us with a requirement that read “we need a database” and a budget line that read “Grant applied for”, we knew something special had to be done to make it happen. After discussions with Naomi, it transpired that the number of interactions with service users was growing at an exponential rate and the company needed a way to ensure every contact made was captured, allocated to an individual and dealt with swiftly.
Some of the data that Sky Badger wanted to store included service users’ and their parents’ data, volunteers’ details, grants applications, and school stats. They also wanted to operate a help desk for service users, integrate the database with the website and third party databases, and manage funding streams. We must admit that we were very lucky that the charity had documented the above requirements in detail, with user stories describing various scenarios. This gave the project a good start and we were able to formulate our approach. After reviewing the business plan and operational requirements and holding discussions with the Naomi, we began research on the CRM packages available in the market.
Based on the requirements we shortlisted 5 CRM platforms and then further evaluated and scored each of these five. We concluded that Salesforce provided the best functional fit and could be implemented quickly. Salesforce scored highly according to the following criteria we had set:
- Depth and breath of functionality
- Growing 3rd party applications market.
- Scalability and its built-in responsiveness to business change.
- The ease of creating forms and building in organisation wide security.
- The empowerment it suggests to small businesses, reducing the need to have a specialised resource for administering the system.
A comprehensive operations and administrative manual was created to enable the client to maintain the system themselves. A nationwide database on schools was uploaded, a functional eHelp Desk was created and data security established so that the regional coordinators could only view data their respective data.
This is how CEO of Sky Badger summed up the whole experience:
“Techrun Technologies has really helped our charity become what it is today and build a great foundation for us to grow in the future.
Sky Badger finds help for disabled children and their families all over the UK. We’re always looking for better ways to help families so when we came to Techrun Technologies we had really big plans and absolutely no idea if they were even possible! We certainly had no idea about what IT was needed to make it happen. Techrun Technologies held our hands through the whole process making our plans even better than we hoped.
They were there every step of the way (day, night and even weekends!) to build our bespoke system. They have left us confident in our new database and more importantly we know whom to turn to if we need anything else.
The team are friendly and professional, I would not hesitate to recommend using them for any IT requirements your company or charity has.”
Naomi Merek – CEO Sky Badger
Little Miracles is a parent-led charity helping families with children with additional needs, disabilities and life limiting conditions to lead happier and more fulfilled lives through a range of different services. The organisation supports around 8,000 children and their families, has a number of branches and around 200 volunteers and is growing rapidly. It needed an IT system to support its processes, ensure data visibility and allow it to connect with its constituents. We were approached by Michelle King, the founder of the charity, to assist her with implementing an IT system to manage that could manage the databse, admin processes and relationship with their constituents.
We established the core requirements as:
- A single database of beneficiaries, volunteers, donors and staff
- Monitor grants applications and status.
- Record and manage interactions with beneficiaries, staff prospects and customers.
- Develop a membership approval process.
- Set up volunteer recruitment process within Salesforce
- Website integration; Ability to trigger membership process from website and ability to enter enquiries from website.
- Ability to integrate Mailchimp with Salesforce
Based on our understanding of the operational environment of Little Miracles, the main challenges faced and the charity’s expectations, Techrun proposed a solution built on Salesforce platform. This platform addressed all the key requirements and can provide the flexibility to adapt and grow with the changing and growing needs of Little Miracles.
In a recent feedback session this is what Chief Executive had to say:
Having Sales force has made many improvements to how we operate, from monitoring contracts and grants to collaborating on support packages for our families. The flexibility of Salesforce is what really makes it so useful, you can link in so many different services such as Xero and Outcome Stars plus having user accounts where you can restrict access all add to a really simple, smooth and fats experience. Jobs that used to take us a few days now take us a few minutes! The support that Qasim has given us has been excellent and we could not have done it without him.Michelle King - Chief Executive Officer
Detention Advice Service selects Salesforce
Detention Advice Service (DAS) is a registered charity providing immigration advice, information and support to those detained, or threatened with detention, under immigration powers.
DAS wanted a system to capture details of the detainees and any correspondence or conversations with them. The case workers wanted to track all communications with service providers, and all other parties related to their inquiries. These could include prisons, other government agencies, and other support agencies. Each query was to be tracked from start to finish, and then archived according to internal guidelines. Associated correspondence were to be scanned and also saved with the specific case inquiry.
Each query to be assigned to be case worker, but this were to be re-allocated to other if necessary.
The data was to be stored in the cloud according to Data Protection Act guidelines, and to be accessible from multiple devices and locations.
The reporting requirements were to identify the number of queries outstanding, being processed and those completed in the current/past quarters.