Transforming membership management for a non-profit with experience cloud
Challenges
- Manual user registration and profile management.
- Ineffective membership tracking and engagement.
- Inefficiency in manually entering contacts and records into Salesforce.
Solutions
- Developed a centralized community site using Experience Cloud.
- Automated record creation by integrating with Salesforce.
- Customized the platform to enhance user experience and efficiency.
Results
- 60% increase in engagement among community members.
- 70% reduction in manual data entry efforts.
- 50% improvement in membership tracking and resource access.
Our client is a leading non-profit organization pioneering the modern movement of patient-centered care. Their mission is to create a healthcare system where patient needs and experiences drive quality and innovation. The organization serves thousands of members who rely on its community platform for education, collaboration, and resources.
The client was managing a community website on a .NET platform while also using Salesforce Sales Cloud. This dual-system approach created inefficiencies in tracking member activities, managing user profiles, and maintaining accurate records. The manual process of entering contacts and verifying memberships resulted in delays, errors, and administrative burdens. They sought a streamlined, automated solution to migrate their community to Salesforce, improve engagement, and enhance operational efficiency.
We built a community site using Salesforce Experience Cloud and migrated 10,000+ users from the existing platform. The new system included an automated registration and login process, multi-factor authentication, and seamless integration with Salesforce for real-time data synchronization. We also customized the platform to assign user profiles based on registration details, ensuring appropriate access to programs and resources.
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- Maintaining member data across two platforms (Sales Cloud and the .NET community site) resulted in inefficiencies and inconsistencies.
- Staff manually entered contacts and membership records into Salesforce, increasing workload and risk of errors.
- No system to validate email addresses, leading to inactive or duplicate accounts.
- No clear framework to manage and track membership status or control access to learning programs and resources.
- As membership grew, the absence of automation made managing data and engagement increasingly complex.
- Migrated 10,000+ users from the .NET platform to Salesforce Experience Cloud, creating a centralized system for all members.
- Developed a login and registration system that automatically stored user data in Salesforce, eliminating the need for manual record entry.
- Configured the platform to assign different profiles to users based on registration data, ensuring appropriate access to learning resources and programs.
- Implemented an automated email verification system to validate member email addresses and reduce inactive accounts.
60%
Increase in Member Engagement
With a user-friendly, integrated platform, community participation and interaction significantly improved.
70%
Reduction in Manual Data Entry Efforts
Automation eliminated the need for staff to manually enter contacts and records, freeing up resources for higher-value tasks.
50%
Improvement in Membership Tracking
Automated validation and tracking of membership status enhanced the organization’s ability to manage user engagement.
40%
Enhanced Data Security
Multi-factor authentication and email verification reduced unauthorized access and inactive accounts by 40%.
