Client Care Management with The NONPROFIT Success package

The Client

The Muscular Dystrophy Association (MDA) is leading the fight to free individuals, and the families that love them, from the harm of muscular dystrophy, ALS, and related muscle-debilitating diseases that take away physical strength, independence, and life.

Challenges

MDA was using a group of antiquated homegrown systems to manage clients and support programs. Workarounds had been created over the years in attempts to fill the voids of their disconnected systems, creating more manual processes that users had to remember and execute in order to achieve any results. The use of separate systems created silos between the different areas of the organization, causing an overlap in the tracking and reporting of data across areas and systems. “Trying to manage our data in multiple systems, and difficulty in system accessibility, was creating more problems than efficiencies. We contracted with Cloud for Good to put the Salesforce platform to work for our organization,” stated Jeannine Houlihan, MDA Chief Information officer.

The Solution

Cloud for Good built a new Central Client Care Management system on the Salesforce platform. Implementing the Nonprofit Success Package (NPSP), custom objects and fields, along with building out process automation. A crucial service offered by MDA is their Equipment Loan Closet, where medical equipment is loaned out and repaired as needed. MDA can now see where equipment is located and track their inventory to better coordinate the dispensing of medical equipment to individuals and families. Further customizations provide more visibility to track invoices and purchase orders for medical equipment, reducing the time it takes to pull reports and provide valuable information to MDA families, vendors and staff.

The Central Client Care Management system was customized to track support groups and attendance, along with tracking nationwide summer camp programs. Additionally, the creation of a security model gives users the proper record access based on their job function and office location. Customized reports and dashboards were created for specific use cases for MDA, allowing insight into trends at both a national and division level. “Cloud for Good migrated all of our historical data from each of the legacy systems to our Salesforce platform and provided our end users with extensive hands on training in the new system. They took great care with our data and our people,” said Martin Biernat, MDA Project Director.

Results

MDA was able to break out of its silos and antiquated databases, granting access to more users securely from desktop and mobile devices, experiencing positive results on the platform within days of going live with the system. Client Care Managers are now able to easily track client appointments and relationships between clients, family members and physicians. Additional highlights include:

  • An average of 25% to 50% time savings, by replacing single-user sign-in with multi-user sign-in.
  • Productivity increases greater than 25%, due to the ability to access client information across the country.
  • A significant decrease in costs due to the ability to find Durable Medical Equipment, for example a powered wheelchair, through a nationwide search on the platform, instead of only being able to look for equipment within their local office.
  • MDA was able to produce a report from their new Central Client Care Management system of all families living in flooded parishes in Louisiana that may have been impacted by the August 2016 floods. This report was used by the MDA’s Family Support and Clinical Care Team to reach out to these families to confirm their safety and inquire if they required assistance.

MDA recently participated in a webinar with Salesforce.Org. Learn more about their Salesforce solution by watching this webinar below.