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Restoring Trust in their Salesforce Environment

How the Alaska Conservation Foundation is leveraging the Lightning Experience to overcome data and adoption challenges

Whales, otters, and bears, oh my! The Alaska Conservation Foundation strives to protect the environment (and all its inhabitants) in Alaska, as well as help the state’s aboriginal peoples retain their cultural connections to the land. The foundation has awarded more than $22 million in grants to about 200 organizations. Its projects include the Alaska Coalition (national parks, wildlife refuges, and other federal lands), Alaska Oceans Program (conservation and sustainable fishing), Alaska Conservation for the Majority (finding common ground between conservationists and state residents), and Climate Change Program (minimizing individual impact).

The Alaska Conservation Foundation (ACF) had previously implemented Salesforce, recognizing the need to consolidate their processes onto a renowned customer relationship management tool. However, ACF found that a number of issues and challenges had arisen with the platform, and they enlisted Traction on Demand to help them leap past these hurdles.

Project Challenges

ACF’s Salesforce instance was too heavily customized: Rather than leveraging the flexibility of the Opportunity object, they had built out a large number of custom objects to distinguish between different donation types. Other custom objects were built in place of record types.

There was no functionality that tracked donations given: While ACF could track and monitor the grants that they were receiving, they could not track the grants that they were giving to other organizations. The tracking of money coming in and money going out was complicating ACF’s constituent data.

All of this contributed to poor overall data quality within ACF’s Salesforce instance: The constituent data coming in was messy and of poor quality, with so many custom objects that it was hard for employees to know where they should store any one piece of information.

Users didn’t trust the platform: Users simply weren’t using Salesforce because they felt that it was too complicated and held inaccurate information.

Project Solutions

A brand new instance of Sales Cloud was implemented: This allowed for the simplification and consolidation of information. Everything was moved to Lightning, which helped users feel as though they were working with a new platform.

Third-party tools were integrated with Salesforce to assist in marketing and donation management: WealthEngine and Campaign Monitor are marketing tools that give ACF better insights into constituents that they can leverage via email campaigns. Click and Pledge was integrated as the solution to tracking grants received.

Traction performed a data migration: All of ACF’s data was mapped and migrated into the new org. With all of their data now consolidated in intuitive structures, ACF’s new instance is far less cumbersome. Custom reporting and dashboards were built to offer ACF and their users visibility into their organization and their partners.

Workflow was configured with Drawloop to simplify receipting and acknowledgements: Custom workflows determine which template is pulled from Drawloop in a receipt or acknowledgement based on the donation type.

Project Results

ACF’s org is streamlined and responsive: The cumbersome nature of ACF’s previous org has been pared down to the core functionality that they require. Customizations have been restricted to only those that are needed.

ACF has a better solution for their donation management: In addition to the marketing functionality of WealthEngine and Campaign Monitor, ACF can leverage Click and Pledge track the donations and grants that they distribute in addition to those that they receive. Drawloop allows for the automated sending of receipts and acknowledgement letters that are specific to each donation type.

Data flows intuitively into Salesforce: Data flows are logical and mapped to prevent errors and duplication. This ensures that data is reliable and actionable. With custom reports and dashboards, ACF have the analytical tools to derive useful insights.

User trust in the platform has been restored: The Lightning interface offers users a simple, attractive experience that is easier to navigate. Data quality improvements assure ACF that the data they are leveraging is accurate and impactful.

Project Learnings from Traction’s Brittany Neale

For a significant data migration it is really important to engage with stakeholder at an early stage and set expectations. Hard work needs to be put into getting to know the stakeholder and developing a good working relationship. A data migration pertaining to NPSP requires more consideration because of code running in the background, familiarizing yourself with the background triggers and reading through the code before starting can ultimately save time.

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