Salesforce plays a central role in how a financial education and inclusion charity manages relationships with schools and teachers. It is the backbone for tracking engagement, recording activities, and ensuring the right support reaches the right people at the right time.
The Challenge: From System Struggles to Smarter Engagement
Salesforce plays a central role in how a financial education and inclusion charity manages relationships with schools and teachers. It is the backbone for tracking engagement, recording activities, and ensuring the right support reaches the right people at the right time. However, as the platform became more embedded in day-to-day operations, challenges began to emerge.
The team found themselves struggling to use Salesforce efficiently. Capturing meaningful data on interactions and activities became cumbersome and inconsistent. This led to gaps in reporting and made it harder for team members to extract valuable insights from the system. Without reliable, structured data, decisions were often based on incomplete information.
The charity recognised that improving the user experience was essential, both to empower the team to work more effectively and to unlock better insight from their data. They turned to us to help transform the way Salesforce was being used and to create a more intuitive and impactful engagement journey.
The Solution: User-Centred Design and Smarter Data Capture
We began by conducting a thorough, end-to-end review of the entire school management process. This involved identifying pain points across Salesforce and integrated applications such as FormAssembly. The aim was to understand where the platform was falling short and where improvements could make the biggest difference.
Following this deep dive, we designed and implemented a set of enhancements focused on improving the user experience. These were not just technical fixes but meaningful changes to how the system supported day-to-day work.
Key improvements included:
- Standardising activity capture, ensuring that interactions with teachers and schools were recorded in a consistent and structured way.
- Simplifying user journeys, making it easier for the team to log engagements quickly and without confusion.
- Developing a suite of dashboards, designed to surface actionable insights and highlight gaps in data collection.
By streamlining the process and reducing complexity, we made it easier for team members to engage with Salesforce confidently and consistently.
“The enhancements have made it easier for our team to capture and use data, ultimately helping us drive greater impact across the schools we support.”
Company Director
The Outcome: More Insightful, Data-Driven Decision Making
The changes delivered immediate benefits. With user experience front and centre, team members quickly adapted to the new processes. It became simpler and faster to log activities, which in turn improved data completeness and accuracy.
The new dashboards provided instant visibility into key areas, revealing gaps in the data captured from teachers and schools. Armed with this knowledge, the charity could take steps to plug those gaps and ensure that every engagement was reflected in their reporting.
These improvements have enabled the charity to take a major step forward in becoming a more data-driven organisation. Decisions are now supported by reliable insights, helping them deliver on their mission more effectively.
While technology was the enabler, this project was ultimately about people. By improving how users interact with Salesforce, we helped the charity unlock the real value of its data, empowering the team to make more informed decisions and support schools and teachers with greater confidence.