Rhodri Jones, Head of Digital Services at WCVA explains how Salesforce is helping Third Sector Support Wales (TSSW) manage and improve its customer relationship data.
Third Sector Support Wales (TSSW) is a network of support organisations for the voluntary sector in Wales. It consists of 19 local and regional support bodies across Wales, the County Voluntary Councils (CVCs) and the national support body, Wales Council for Voluntary Action (WCVA).
Establishing a shared Customer Relationship Management (CRM) system was an integral and essential part of TSSW’s business plan all the way back in 2017/18. After visiting our sister council Scottish Council for Voluntary Organisations (SCVO) we embraced what they had done and set about designing one system that could be used by all TSSW partners – and our chosen platform was Salesforce.
CLOUD-BASED SOLUTIONS
Salesforce.org is a social impact centre of Salesforce. They build powerful technology for, and with, the community of nonprofit, educational and philanthropic organisations to help them operate effectively, raise funds and connect. In a digital-first world, technology helps increase digital engagement, creates a single source of truth, and generates actionable insights to maximise social impact. Salesforce.org offers a complete integrated solution for organisations to manage all interactions with their customers. This solution is entirely cloud-based, so no software and no hardware purchases is required, and employees can work from anywhere, any device with an internet connection.
We started our Salesforce journey by designing a solution that kept the identity and independence of partners but was based on a central core system. The project was delivered by a cross-partner project board led by WCVA. Each partner has their own branded community portal and the data of 20 plus separate databases was manipulated and imported creating the most reliable database of voluntary sector organisations across Wales. The system went live initially in April 2018.
BENEFITS OF SHARING DATA
Today nearly 500 staff members are making use of the Salesforce platform daily to record their interactions with the sector, manage learning events, record financial support and much more!
We also have integrations with Mailchimp, Eventbrite, Singlify, the Third Sector Support Knowledge Hub, funding.cymru, and the Third Sector Data Hub with the potential for others on the horizon.
Our reporting has become significantly easier (no more manual counting!) and staff have access to key data dashboards. We even provide aggregated data to the Welsh Government at a Wales-wide level for the projects that they fund.
WHAT OUR USERS SAID
Matt Brown, our Director of Operations says:
‘Bringing the data for 20 organisations together in a single Salesforce platform was a huge project for TSSW. Through the diligent work of the project team, we are now seeing the benefits of all that hard work. The reporting capabilities we have now enable us to drill down and provide all manner of insights that were not possible previously.’
Ami Morris, Operational Executive Officer at Torfaen Voluntary Alliance states:
‘The Salesforce CRM not only gives us the data we need to be able to show the depth and breadth of support that we provide to the third sector organisations of Torfaen but it also helps me as a management tool with performance management of both the organisation and its staff.’
FIND OUT MORE
Nonprofit organisations are entitled to ten free subscriptions of Salesforce via the Power of Us program. The Nonprofit Success Pack (NPSP) provides complete constituent relationship management (CRM) for your organisation.
Would you like to learn more?