Resource Media is a nonprofit creative change agency providing strategic communications services for organizations across a variety of sectors, including health, climate, food systems, land and water conservation, social justice, and education and economic mobility.
In this case study we highlight how North Peak’s Salesforce Managed Services has helped Resource Media improve workflows, implement strategies to guide technology decision-making, and optimize the potential of their existing systems.
The Challenge: Technical Debt and Limited Administrative Capacity
When Resource Media made the move from Salesforce Classic to Lightning, they discovered a pool of technical debt that had been quietly growing over the years. While basic information was being captured in the system, data was often incomplete, inaccurate, or out of date.
Added to that was the additional challenge of not having a dedicated Salesforce Administrator at the time who could manage and update the system. Together, these challenges limited the team’s ability to create reliable reports, track budgets, manage projects, and confidently use their Salesforce CRM as a source of truth to guide organizational decision-making.
As these challenges became more apparent, the Resource Media team recognized the need for administrative support and strategic guidance around system enhancements, data management practices, and policies for maintaining data quality. They brought on an in-house Salesforce Admin, but still needed additional support both on the ground and at a more strategic level.
We needed our system to be able to generate real time data on things like project budgets so that we had decision-making tools in place, and could adjust accordingly. This data was essential for us to communicate with clients and effectively manage our projects.
The Solution: Partnering with North Peak on Salesforce Managed Services
With the goal of maximizing efficiency and getting more value from the technology they already had in place, Resource Media partnered with North Peak to develop a personalized Salesforce Managed Services engagement.
The engagement provides Resource Media’s Salesforce Administrator with both day-to-day support and long-term strategic guidance. North Peak helps evaluate system changes, prioritize improvements, and provides the additional Salesforce expertise needed to keep the organization’s technology aligned with its evolving business needs.
Rather than simply providing technical assistance, North Peak serves as a long-term technology partner, helping Resource Media make strategic decisions about Salesforce and its broader technology ecosystem.
We rely on North Peak for overall system support and strategy level thinking. North Peak has been our technology partner for a long time and has a strong understanding of our business needs and workflows. We use Salesforce for pretty much everything, including project management, tracking opportunities, internal HR stuff like PTO and sick leave, and other organizational-wide workflows. There’s a lot of moving parts to consider, and North Peak has helped us get all the puzzle pieces to fit together.
The Results: More Transparency, Efficiency, and Cross-Department Collaboration
With North Peak’s ongoing Managed Services support, Resource Media has significantly reduced organizational silos. Teams across the organization have greater transparency into their data, with information accessible to all staff through a centralized Salesforce system. This enhanced visibility makes it easier for staff to collaborate, share information, and make informed decisions across departments.
Resource Media has also expanded its use of Salesforce automations to streamline processes and reduce administrative tasks. By automating some of the backend workflows, the organization has saved staff time and reduced the amount of repetitive work required to keep operations moving forward. That efficiency allows employees to spend less time on administrative tasks and more time focused on the mission-driven programs that are at the heart of their work.
Salesforce adoption has also expanded beyond the program side of the organization. The finance and accounting teams are now using Salesforce, and employees throughout the organization are actively engaged with the platform and requesting new features and functionality.
For Resource Media, the result is a Salesforce environment that is more connected, transparent, and efficient.
A Strategic Salesforce Partner for Long-Term Growth
North Peak’s Managed Services engagement provides Resource Media access to the Salesforce expertise and strategic support needed to continuously improve their technology environment.
Setting yourself up for success requires a clearly defined strategy that allows for organic growth. It’s important to figure out what you need first, and understand your workflows. Once you have that in place, find a trusted consultant (like North Peak) and ensure their way of working aligns with how your teams do things. With a solid consultant you’ll get support for soft skills (like manual workflows) that can translate into technical functionality, you’ll have an expert partner to call on for help with maintaining and troubleshooting your CRM, and you’ll receive strategic support and guidance around how to effectively evolve the system over time.
Want to learn how Salesforce Managed Services can help your team work more efficiently and get more value from your Salesforce investment? Contact us to get started.
For a deeper dive into what Managed Services is all about, join our upcoming webinar on, How to Maximize Salesforce Managed Services to Meet Your Organizational Needs, featuring members of the Resource Media team.
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.
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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.