What sparked the need for change?
“Because of our small, frequently overburdened team, we struggled to adapt our CRM technology over time and make it more functional for our everyday needs. Outdated application questions, duplicate data, manual processes overly dependent on email and time-consuming reporting were among our primary challenges. We needed to quickly improve the system to help our team work more efficiently and refocus on driving our mission.”
What solution did the teams unlock by working together?
“We developed a more seamless application process with PwC’s help. We now elicit more relevant responses from applicants and have significantly reduced manual touchpoints between applicants and Westside Future Fund staff to obtain the right information. Our team now spends more time helping applicants and less sifting through duplicate data.”
Where did tech innovation meet human ingenuity?
“PwC brainstormed ways to improve our processes, resulting in more visibility, accurate data and KPIs that enhanced our strategic decision-making. PwC recommended that we use the Salesforce Nonprofit Success Pack (NPSP) to help achieve our growth objectives related to donor management. We now are able to view and maintain our donations holistically in a centralized system.”
What was the real-world impact of approaching things differently?
“Our work with PwC helped address our main challenges and remediate risks to our system. PwC went beyond solving technical issues and created a personalized training curriculum with live sessions designed to upskill our employees. The training helped our team develop skill sets and perform new technical tasks. PwC also supported the design of an effective donor management process with Salesforce NPSP that will help us drive our growth objectives.”