A US-based Service Provider focusing on Non-Profits wished to implement Salesforce Partner Communities to support constituent relationship management, case tracking and analytics. It desired to implement the communities which could be tailored to align with the organization’s brand and configured to best suit the needs of community, thereby creating a deeper level of engagement, fostering greater commitment and improved member loyalty.

Client Information

The client is a US-based Service Provider focused on products and solutions for Non-Profit organizations, helping them with relationship management, fundraising and research

Business Requirement

• The client wanted to create a Case Tracking and Constituent Management System to address limitations of existing tools by implementing Salesforce Communities, to support constituent relationship management, case tracking and analytics.
• Support to constituent relationship management, case tracking and analytics
• Streamline process for providing information to constituents
• Efficient and dedicated assignment of cases to appropriate clinicians
• Well-defined escalation rules for notifying the upper management
• Build a self-supporting system to assist the clinicians
• Customize the user interface and navigation look and feel to be user friendly and chatter compatible
• Enable search and editable filtering criteria

Solution

• Implementation of Salesforce Partner Communities to provide a better B2B engagement with fellow partners, building transactional, collaborative and mobile-device-ready experiences for them
• Web-to-case to log cases via the web and Salesforce.com Flow functionality
• Front-end screens for best user interface
• Keyword-based search functionality with filtering capabilities
• Assignment rules to assign cases to appropriate clinician
• Queue Management for managing and handling the cases
• Escalation Rules to highlight and notify upper management that a case needs attention based on criteria
• Workflows to trigger email notifications and task creation from a logged case
• Auto-response rules for sending automatic mail responses to a case
• Data Migration from client MySQL database to SFDC

Key Highlights

• 3-Step development methodology that consist of developing on the Dev Sandbox, Testing on the QA Sandbox and moving to the Production
• Intelligent client developed in JavaScript and JQuery library
• Involved extensive custom development