The end of the year is traditionally a time for reflection. May I challenge you to look from a distance at what Salesforce has meant to your organisation this year? What went well, what are you proud of and what would you like to do differently or better next year? In this blog post, I'll give you some tips you could start working on.
Streamlined customer service
Perhaps you recognise this. Emails from donors arrive in different places and are handled by different employees. As a result, they are handled in different (efficient) ways and conversations get lost. Why not opt for a fixed e-mail address, where every incoming request automatically becomes a case? Based on function or availability, employees pick up cases from the queue. In doing so, they have instant access to all relevant donor data and answer emails using standard templates. In this way, you create a streamlined customer service and, for example, you have a good overview of the complaints registration.
Dashboards that make you happy
An English proverb says 'Home is where the heart is'. Yet the Home page in Salesforce usually suffers a languishing existence. Was the dashboard last refreshed 45 days ago? Then the information is apparently irrelevant. Therefore, make sure your home page reflects the heart of your organisation. Share encouraging messages from donors, or share successes from projects. Encourage interaction with users. And make dashboards relevant to the individual. A director has different information needs than a fundraiser or a customer service employee. Show parameters that the employee can influence and remove unnecessary information.
Customised communication
Is the traditional e-mail newsletter passé? The answer will vary from organisation to organisation. But if you know so much about your donors anyway, why not use it in your communications? Appeal to someone's interest or giving behaviour. Is someone an active volunteer or a passive donor: make it personal! If you don't know where to start, I would be happy to help you with this.
Your intention
Above, I have mentioned three examples you can start working on in the new year. But there are of course plenty of other possibilities. Think about data quality, data minimisation, or creating a self-service portal for your constituents. What is your Salesforce resolution for 2020? Let me know per email. I would love to help you take the next step!
