The Challenge

  • To have a single database to organize and record activities as the previous database (an Access database) was discontinued, and managing multiple databases was proving time consuming and unwieldy
  • To develop a solution whereby extending functionality was easy to do

Project Aims

To use Salesforce to:

  • Keep records of the many volunteers, clients and jobs carried out. The Helpline had 10,000 jobs over previous 3 years alone and Befriending scheme has 6,500 monthly jobs over past 3 years – all historic data to be transferred
  • Help to organise newsletters/emails
  • Provide analysis of activities
  • Organise bus transport
  • Record donations, Gift Aid and track payments and receipts
  • Record details of events such as concerts, open gardens, Barnes Fair & other local events

The Solution

  • Use of the Non-profit Success Pack app (NPSP) and ‘Volunteers for Salesforce’
  • Client data migrated from excel files
  • Custom Object called ‘Find Volunteers’ made to help match volunteers with clients i.e. depending on Volunteer Availability, Skills, Gender, possession of a car etc. – a mixture of standard & custom fields
  • ‘Campaigns & Campaign Members’ used to record Events such as the Sainsbury’s Daily pick up or weekly Bridge Club
  • Salesforce ‘Cases’ used to record the Helpline calls
  • ‘Relationships & Affiliations’ used to record ‘Befrienders’
  • Reports made such as ‘Befrienders Reports’
  • Separate Custom Objects for data regarding Training Courses, Course Attendees, Helpline & FiSH Assets
  • Dashboards to oversee operations, including an array of visual diagrams and charts showing Client Referrals, Volunteers offering Telephone Befriending etc.

The Results

  • Managing a single CRM saves FiSH a significant amount of time and makes organising their activities easier
  • As the number of volunteers, jobs and partnerships have grown it has been much easier to scale up operations (see Covid-19 response below)
  • Dashboards allow ability to oversee current status across a wide range of activities and have been customised with Covid-19 to focus on the status of emergency activities etc. the current situation has spurred.
  • Can now extend functionality relatively easily e.g. new mail merge tools without so many obstacles as before

Adapting to Covid-19

FiSH has had to adapt to a very different situation and upscale – practically overnight – to meet demand, all of which Salesforce is built for:

  • 100+ new volunteers have come forward who have been allocated to the helpline, telephone befriending and regular shopping for clients in lockdown
  • Shopping: Potential volunteer calls helpline or inputs data through the web Volunteer Application Form, then is registered on Salesforce as a Contact and Volunteer so that they can be matched with a vulnerable client who cannot leave their home during lockdown but needs food and supplies
  • Telephone Buddies: Having to isolate in lockdown can be extremely lonely, so a potential volunteer can apply to be a ‘Telephone Buddy’ and have a friendly chat
  • FiSH staff can easily work from home, all via the Salesforce platform
  • Transport - instead of picking up clients from home in buses to take them shopping, outings, choir, play bridge, art classes etc. now are delivering meals to clients at home, a totally different process which can still be recorded on Salesforce
  • Meals are donated by local retailers and these donations can be recorded on Salesforce
  • The Helpline has gone from c.30 jobs allocated per week to 532 in June
  • 80+ new telephone befriending partnerships have been established in the last month

Trustee, FiSH

Tim Gates

“With some modification Salesforce has coped with all this, so thanks for setting it all up for us."