With many charities adopting cloud-based CRM solutions such as Salesforce and Oracle the last thing you want is to duplicate data or manually input information from your casework management system. The route to reap, instead of reverse, the benefits of new technology and save money and improve efficiency, is via system integration. So when ABF took on Salesforce we successfully integrated the application with CMS, their central casework management system.
“Since going live in May 2016, we’ve offered assistance to 75% of cases (to mid October). Previously, we would only ever enter successful Cases into our CRM, so the integration has enhanced our data.” Andrew Brady, ABF.
ABF The Soldier’s Charity provides grants to soldiers and veterans from the British Army and their immediate families. The charity assesses requests for assistance from claimants through CMS, a central web-based casework management system. When the ABF’s legacy CRM was replaced with Salesforce, they needed help to integrate the cloud-based app with CMS to avoid duplication of case data and only work from within Salesforce.
As experts in data management and application integration, we were best placed to help. Following a series of data mapping workshops to understand what data needed to be sent to Salesforce (including how it was triggered and stored) and sent back to CMS, we used bespoke APIs to connect the two applications. Technical Consultant and charity expert, Tom, also addressed latency and security challenges to enhance performance and user experience.
The seamless linking of casework data between CMS and Salesforce enables ABF to work directly within the CRM, eliminating duplication and inefficiency. Since going live (May to Oct 2016) the welfare team have responded to 2,000 cases. The time taken to respond to decisions has reduced saving the welfare team 20 days, freeing up time for other initiatives. The results go beyond data input. Enriched data enables the welfare team to quickly answer queries from regiments and enhance the insights available to help more people in need.
“MSM Software Solved really understand Salesforce and its capabilities, so we could agree on the integration solution quickly. Their technical knowledge of the cloud-based application was first rate. During the scoping phase, time was taken to really understand ABF The Soldiers Charity working practices. This gave us the confidence that our data was in safe hands throughout the project.” Andrew Brady, ABF The Soldiers' Charity.
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