Out Teach, a nonprofit based in Washington, DC, works with teachers in schools across the country to transform the outdoors into active learning labs that unlock the wonder of science for students. The organization has 30 active users, and relies on Salesforce for the majority of their business processes, including customer relationship management, fundraising, program management and evaluations.
The Challenge: Admin Support and Strategic Governance Guidance
For Out Teach, the Salesforce platform is the core tool for the entire organization. Although they were familiar with the maintenance and care required for the system, they had reached a point within the organization where additional support for their in-house admin and guidance around how to grow and evolve their CRM was needed.
Before reaching out to North Peak they had been in a mode of build, build, build, and it was critical for them to assess adoption and best practices, and really invest in a new model of governance around enhancements.
Specifically, they needed a consulting partner with the expertise to provide mentorship for their admin, helping them grow their soft skills and expand their understanding of, and comfortability with, the technology platform.
Out Teach had also reached a point where they were ready for in-depth guidance and support around implementing CRM governance best practices. This included identifying and solving issues as they arose with the platform, better management of user requests, and guidance around what changes to prioritize, or roadmap for future consideration.
When considering which consulting partner to go with, be sure to really evaluate your options for vendors, and consider how their services and way of working will align with your organization’s way of doing things. We knew we needed a partner that could provide long-term support and guidance, while also aligning with us and how our teams work. North Peak checked all the boxes.
The Solution: North Peak’s Salesforce Managed Services
After engaging in a thorough conversation to clarify Out Teach’s priorities, North Peak determined that Salesforce Managed Services would meet both the admin support and strategic governance needs. This offering allows clients to choose the services and monthly retainer hours that meet their workload and budget, and ensures ongoing access to the expertise of the Managed Services team.
As we considered the growth and stewardship of the CRM, it was especially important for us to find a Managed Services partner who would provide guidance around important decisions like: is this proposed change a good idea, what are the ramifications of the change, and how to do we set up internal processes to ensure changes and user requests are being handled in appropriate ways?
Advanced Admin Support
Salesforce continues to grow in complexity and admins now have to manage more (and know more!) than ever before. Even the most seasoned admin can benefit from guidance, system training and overall support, and this is what North Peak’s Advanced Admin services provide.
For Out Teach, this support has helped the in-house admin grow their leadership skills and hold the authority that the position often requires. The role of an admin is essential to any organization using Salesforce. It’s also a complex job requiring a diverse skillset, and it can sometimes be overwhelming.
With the advanced admin support, Out Teach’s admin has an expert partner to provide training, offer troubleshooting support, and validate their work and role within the organization.
In addition to helping the in-house admin, North Peak’s Advanced Admin support has also freed up the organization’s executive stakeholder, allowing her the opportunity to step back and consider possible system changes from a wider perspective.
North Peak’s Salesforce expertise has also helped Out Teach focus on finding the right solution as opposed to a solution. And with nonprofit budgets getting tighter, this support has helped Out Teach find ways to leverage the capacity and potential of the system they already have, rather than implementing big (and often costly) changes or upgrades.
Having an experienced partner to bounce ideas off of has made a huge difference in my growth as a Salesforce Administrator. North Peak didn’t just help solve problems. They helped me understand why a solution was the right one. That mentorship gave me the confidence to make recommendations, support our users, and build processes that will continue to serve the organization long after each project is complete.
Strategic Governance
North Peak’s Strategic Governance service is a good fit for organizations that want to put a governance structure in place around how they use, maintain, and support Salesforce.
Two important elements of good CRM governance are the creation of an impact statement and the formation of a governance committee. An impact statement clarifies the ‘why’ for an organization’s CRM. It is tied to organizational priorities and transparent, measurable indicators of success.
North Peak worked with Out Teach to set up the processes and structure that supported the creation of an impact statement and the formation and stewardship of a governance committee.
The impact statement serves as a guide for all proposed and accepted CRM changes. It’s often referenced by governance committee members, and is revised annually to reflect the organization’s growth and goals. To learn more about creating an impact statement, be sure to download our free Strategic Governance worksheet.
Out Teach’s governance committee is made up of team members from each program area that use Salesforce on a regular basis. The committee meets regularly, providing an opportunity for members to share challenges and discuss solutions related to overall system support and growth.
The governance committee is a megaphone for overall systems support at Out Teach. Regular meetings allow us to voice concerns and consider possible solutions. We know that when it comes to the adaptation and learning required to train on new systems and processes, most people need to receive the information multiple times, in various modalities. Individual committee members are instrumental when it comes to training and information sharing, and they bring feedback to the committee as a whole to help ensure clarity and understanding across the organization.
With the governance committee now in place and an impact statement to guide the committee’s work, Out Teach is well-positioned for the successful growth and stewardship of their CRM.
Additional Resources and Next Steps
To learn more about Out Teach’s strategic governance work, check out this recent webinar recording, Strategic Governance: The Key to Long-Term CRM Success. And if you’re wondering how your organization could benefit from Salesforce Managed Services, be sure to contact us to set up a time to chat.
About North Peak
North Peak provides Salesforce-based services for nonprofits, foundations and the affordable housing sector who want to utilize the power of high-functioning CRM and GMS platforms. We achieve this through a holistic set of services, tailored to the needs of our clients.
Blog: Project Managers are Key to a Successful Salesforce Implementation
When it comes to big initiatives like a Salesforce implementation, the project manager is the glue that helps hold the project together.
Schedule a Free Consultation
If you’re considering implementing Salesforce or need help with Managed Administrative Services, or simply have questions about how to transform your organization’s data practices, we’d love to talk! Contact us for a free 30 minute call.