A leading nonprofit serving higher education needed a strategic assessment of Salesforce to improve customer acquisition, retention, and internal operating efficiency. Specifically, the organization needed to address:
- Uncertainty around the current Salesforce ecosystem implementation and its ability to meet future strategic and tactical needs
- Lack of defined customer journeys and processes that impacted the organization’s ability to grow its customer base and mission impact
- Insufficient integrations between systems that prevent timely, comprehensive flow of data
- Need for marketing automation to improve interactions with prospective and existing customers
- Salesforce configuration and code base where had grown considerably over the years and presented maintainability, extensibility, and scalability challenges