NGO Connect Feature: Salesforce Case Management

NGO Connect Feature: Salesforce Case Management

Heller Consulting put together a list of the top 5 NGO Connect features in their paper, NGO Connect – Maximizing its Potential for You. So far, we have gone over Ease of Access and Viewing, Giving Summaries, Badges and Chatter. Today we will be going over Salesforce Case Management.

For many types of organizations, Cases are perhaps the most unanticipated favorite feature of moving to the Salesforce platform.

Cases allow organizations to take customer service and responsiveness to new levels. While your current donor database likely has tickler and note features, Cases provide far more functionality and potential for transforming your daily interactions and relationships with constituents.

Here are a few examples of the differences that Cases can make to your organization:

  • A constituent can open a Case via e-mail or online form, requesting help or information about your mission or fundraising programs.
  • Have a call center or a help line? Staff can open cases while on the phone with callers, instead of taking notes on paper.
  • Workflows (mentioned above) and assignment rules can automatically route Cases to appropriate parties.
  • Dashboards track metrics such as how quickly Cases are closed, and what topics are the most popular.
  • Cases can be tied to Salesforce inventory systems to manage fulfillment of requests for materials.
  • For greater consistency in case management, your organization can develop standard Solutions for certain types of cases. For example, an e-mail request for planned giving information may always be filled by a specific e-mail response and mailing of a brochure. A Solution can provide the staff member with the necessary information for completing the Case correctly.

To learn more about NGO Connect, download our white paper here:

Download NGO Connect Paper Now!
Emma Shipley

About Emma Shipley

I have always held a passion for community involvement, fundraising, and volunteering, which has brought me in touch with a number of nonprofit organizations. During my time at Indiana University, I worked with the City of Bloomington Volunteer Network to connect citizens with their ideal volunteer experience while promoting volunteerism in the community. In addition, I spent the summer of 2012 working as a mentor for adolescent girls ages 5-15 at Girls, Incorporated of Monroe County. I received my degree in Journalism with a focus in Marketing and Visual Communications. In my free time, I enjoy live music, visiting farmer’s markets, trying new recipes, and exploring Chicago.

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