We have a system we can use for key business processes – and confidence in the results
Client: International Cat Care
Location: Wiltshire, UK
Type of Project: Database and CRM services – Salesforce Health check
When project completed: 2013
International Cat Care (iCatCare) is a charity dedicated to improving the lives of all cats. Their vision is that all cats, owned and unowned are treated with care, compassion and understanding. Their mission is to engage, educate and empower people throughout the world to improve the health and welfare of cats by sharing advice, training and passion.
iCatCare provides an advice service for cat owners, cat care professionals and the veterinary profession. They deliver cat welfare work across the world and run campaigns aimed at improving the health and welfare of cats worldwide.
Why they asked for support
iCatCare had implemented Salesforce in 2012/2013 using an application (Supporter360) which had some of their key requirements included in the package.
When it was installed, the connection between the new application and existing tools hadn’t really happened, and some functionality in the new system was missing so staff were not supported and empowered to use the new system to its full potential. As a result, iCatCare’s strategic aim for Salesforce to be at the heart of their organisation could not be achieved.
When the system was implemented, they did not have the internal expertise to help, either. iCatCare subsequently employed a Salesforce Administrator to help embed the system, but addition configuration was required to make the system suitable for users and to get the most from it.
iCatCare have expansion plans too – providing online courses for example – and needed direction as to how Salesforce could support this.
What we did
We visited the team and spent time with the key individuals involved in each department, understanding what they do – and how they do it (how is vital for systems configuration!). We talked about their plans for the future and the priorities and stages they were going through to realise their business strategy.
While completing the Business Processes Review we also identified existing data silos and started to discuss how we could bring all the various pieces of information together to give a full picture of their contacts and how they are engaged with the organization – invaluable information for upselling, cross selling products, services or even fundraising asks.
Our findings and recommendations report needed to take account of the work that the team had already had done – so some of our fixes and suggestions were a little different than they might be in other circumstances.
Our report highlighted some ‘quick wins’ for the charity – things that won’t take long necessarily but will really make a difference. We identified specific ways to bring the data together, and also looked at longer term suggestions for how to really make use of all the functionality in the system.
We were delighted to be asked to return to complete the quick wins suggestions we’d made. We had some challenges with how the system had been set up which made the task a little difficult – but if we found some of the work-arounds difficult, it is no wonder the team had struggled to make the most of the system before we spent time with them!
Since implementing the Quick Wins, we’ve also been in discussion about longer term challenges and requirements and are actively supporting the team with these as part of the next phase of development.
How the client benefited
Our time with International Cat Care has bought Salesforce to life for the organisation. We supported them to find direction in how they want to use Salesforce within their organisation and leave them with a better configured system that they can start to use for key business processes with confidence.
Feedback from the client
Working with Purple Vision means we now understand how to make the most of the system to benefit our organization. We understand the strengths and limitations of our existing implementation of Salesforce, and have a system we can confidently use for key business processes. We are now working with Purple Vision to further enhance our Salesforce platformand get even more from it
Dr Andrew Sparks – International Cat Care
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