Ensuring people receive a consistent level of service across the board is challenging for any organisation but lack of resources often makes it doubly hard for the not-for-profit and community sector. Tight budgets often mean technology is a hodgepodge of numerous platforms or providers and a lot of administrative tasks are still done manually.
This disjointed approach can lead to errors and an organisation such as Community Vision was crying out for an end-to-end solution. This is where Salesforce came to the fore, Timson says.
Having come from a technology background in the private sector, the COO knew about Salesforce and had used some of its products through her work with other non-profits. What she always noticed was the technology giant never standing still. It has kept improving and tinkering with its product to better suit individual organisations or particular industries – including in the not-for-profit sector.
“They came and demonstrated what they had developed and it blew us away,” Timson says. “We worked with them and now have a customised Salesforce solution that has been integrated across our operations which we use with NetSuite.”
Using the Salesforce Nonprofit Cloud, Community Vision has consolidated systems and digitised data to enable a single view of clients and provide a better, more engaging experience. Through the integration with NetSuite, it has also streamlined back office processes like invoicing and payroll.
Timson says employees can now meet with clients and are able to access pertinent real-time information that enables them to provide much better, more timely service.
“When that service has been delivered, they press complete. They do the notes in real-time in our system and those services are either billed, if it’s a fee-for-service customer, or the fee is drawn from whatever funding a customer may have access to.”
For Timson, Salesforce allows Community Vision to harness the effectiveness and the outputs from technology, so “we can become a more effective business and increase the outcomes for our customers”.
“If we streamline and automate a lot more through technology, our workers can spend more one-on-one time with our customers,” she says.
Trevor Philpot is state director, Western Australia, for Salesforce and works with local customers on their business goals.
“Community Vision has done a phenomenal job finding new ways to connect with their customers,” Philpot says. “We are deeply committed to supporting for purpose organisations and proud to be working with Yvonne and the team.
“They are delivering critical innovation to improve the speed and flexibility of the services their customers depend on.”
A good example is someone on a home care package who might need medication prompting. People on a limited service package may require medication daily but their carer only visits a few times a week so the responsibility falls on the family. What technology allows is for a carer to dial in on some days and provide a video service (if needed) to oversee the process.
Timson says: “We’ve worked with Salesforce to develop these online medication prompts allowing us to dial out to our customers using an iPad. A video is recorded for the record and the cost of delivering that service is so much cheaper than actually going out to that person’s home.
“What this means is a person could, if they wanted to, be able to afford more service in their package. It streamlines the service, we can video chat with our client and they’re still feeling they’re getting that personal connection. “And you think of it in a COVID sense, it’s reducing the risk in the community. It’s keeping our elderly safe and Salesforce has really enabled us to do that.”
What’s more, during COVID-19, Community Vision has been able to use the technology to deliver even more services to engage with customers including online yoga sessions as well as to make social calls or occasionally offer them tutorials on acquiring new digital skills.
“For example, one of our disability customers’ favourite activities is getting his takeaway every Wednesday night. He lives in an aged care facility and when he went into lockdown he was missing out, so one of our worker’s contacted him on the iPad and taught him to order online.
“He’s gained additional skills and still gets to love his Wednesday night takeaway. It also means he’s been able to engage with someone and not feel so isolated.”
Timson says the technology allows for constant iteration and because it is so intuitive, simple and easy-to-use, both customers and employees have been involved in customising Community Vision’s digital evolution.
She says the goal is to continue down the digital transformation path with Salesforce because the integration process has been “very smooth” and importantly, great for customers and employees alike.
Salesforce Customer 360 unites your marketing, sales, commerce, service, and IT departments with shared, easy-to-understand data on one integrated CRM platform. With a single view of your customer, your teams can create connected, personal customer experiences that build stronger relationships.