On April 21, 2021, Salesforce.org brought together an international Nonprofit Community for the very first Nonprofit Summit. Held virtually, this inaugural event featured appearances from inspiring speakers, such as Dr. Jane Goodall, show-stopping performers, like Leslie Odom Jr., and a number of high-impact industry experts from across the Salesforce ecosystem. Cloud for Good was proud to serve as a Platinum Sponsor for the landmark event, and we also had the honor of hosting four breakout sessions educating on distinct implementations (and the results that followed) of the Salesforce platform. If you couldn’t attend the live event, we’ve gone ahead and provided a brief recap, and the links to the recorded playback, for all four sessions below. See you next year!
Manage and Optimize Data to Create a Unified Customer Experience (Featuring American Kennel Club)
Before embracing Salesforce, the American Kennel Club’s (AKC) technology lacked a single source of truth, efficient scalability, and their customer experience with DNA testing kits was disjointed.
As AKC’s Director of Strategic Planning, Seth Fera-Schanes oversees the full technology roadmap for the company while leading, mentoring, and developing both people and products across departments. Fera-Schanes joined Cloud for Good at the Nonprofit Summit to detail the organization’s challenges and ultimate triumphs: over 55K phone calls, emails, and live chats come into AKC every single month; the need for a new streamlined and automated process to accommodate over 70 customer service representatives was apparent.
Through the power of Salesforce Service Cloud and partnership with Cloud for Good, AKC has improved agent effectiveness with a unified view of each caller’s constituent profile, improved service consistency, enhanced call center reporting and analytics, and greatly increased user adoption and buy-in.
The Teach For America Story: Creating Exceptional Constituent Experiences
Teach For America (TFA) has been in business for over 31 years with the mission to find, develop, and support a diverse network of leaders who expand opportunities for children from classrooms, schools, and any sector that shapes the broader systems in which schools operate.
With Salesforce Marketing Cloud, TFA has created a constituent-first marketing strategy that can empower their over 64K active members and alumni across 9K schools nationwide. The organization’s previous technology lacked a centralized email preference center and had created silos between regional offices that resulted in disjointed constituent experiences. Following Cloud for Good-implemented Salesforce solutions, TFA now benefits from consistent, reliable messaging and more intelligently designed emails with Marketing Cloud.
Silos have been broken down and communication has never been better, as the organization achieved record highs of 42.6% open rates in their first month of sending emails with Marketing Cloud and even improved their click-through rate to 7.6%. We can’t wait to see how TFA continues to enhance and innovate their marketing communications through Salesforce technology.
Helping Families Get Affordable Childcare: Case + Program Mgmt on Salesforce (Featuring Illinois Action for Children)
Illinois Action for Children (IAFC) is a catalyst for organizing, developing, and supporting strong families and powerful communities where children matter most. Advocates on local and national levels provide direct service to over 150K children and families each year.
While the organization had been utilizing Salesforce for the majority of their many programs, including policy, advocacy, and fundraising, their largest program, the Child Care Assistance Program (CCAP), was not benefitting from the Salesforce platform. The CCAP receives nearly 2K documents per day, and IAFC’s previous platform for the program lacked a single source of data, featured no self-service for clients, provided little insight into data, and overall increased manual effort for their staff. With over 10 years of experience working with nonprofits like IAFC, Cloud for Good leveraged an in-depth understanding of data and architecture to migrate the CCAP database onto Salesforce’s Service and Nonprofit Clouds.
The impact of these new technologies has dramatically improved the IAFC constituent experience and communications with State Departments while also empowering the organization’s staff. The organization’s experience with Salesforce has been so positive that they now have a number of future upgrades planned to further develop an enterprise-wide solution, including SMS + phone integration, a constituent self-service portal, and a continually expanding roadmap to help provide 360-degree views of IAFC constituents.
Fundraising at Scale: How Salesforce Helped the CDC Foundation Raise More Funds
The CDC Foundation has partnered with Cloud for Good to implement Salesforce since 2018. This technology has helped transform CDC Foundation’s mission to help the CDC do more, faster by forging partnerships between CDC and others to fight threats to health and safety.
Prior to Salesforce, the CDC Foundation utilized Raiser’s Edge to facilitate their mission. Unfortunately, a large amount of technology debt and no single source of truth added difficulty to achieving that mission. For their new technology solution, the CDC Foundation placed a priority on moving fundraising over to Salesforce, as the organization needed tools that could increase transparency between departments, break down organizational silos, and scale alongside the CDC Foundation’s growth. Using Cloud for Good’s Migration Accelerator, the organization’s data was able to be extracted, transformed, and loaded from Raiser’s Edge to Salesforce with drastically reduced time and risk.
As a result, the CDC Foundation has witnessed astounding results, including an increase in online transactions by 9,600%, a 3,915% increase in the total number of donations, and an 894% increase in new donors reached. Through the COVID-19 pandemic and beyond, the CDC Foundation now has the technology necessary to help save and improve lives when their help is needed most.
Thank you to our speakers, clients, and partners that made Cloud for Good’s Nonprofit Summit experience so impactful. We look forward to many more Nonprofit Summits to come and don’t forget to register for Salesforce’s Education Summit on June 16, 2021.
