Case Study: Empowering Wellspring’s Mission with Salesforce CRM

Client Overview
Wellspring is a national network of community-based support centers that provide programs and services to individuals and families living with cancer. With multiple affiliates across Canada, Wellspring faced operational challenges due to fragmented systems and outdated tools, including Raiser’s Edge for fundraising. To enhance service delivery, donor engagement, and operational efficiency, we implemented Salesforce CRM, leveraging FundraisingManager, VolunteerManager, Program Management, and Experience Cloud.

Challenges

1. Data Migration: Wellspring needed to migrate millions of records from Raiser’s Edge to Salesforce while preserving data integrity and historical insights.
2. Donation and Receipt Processing: As a multi-affiliate organization, Wellspring required a centralized yet flexible solution for processing donations and issuing compliant receipts.
3. Volunteer Management: Coordinating thousands of volunteers across various locations was time-consuming and lacked scalability.
4. Program Engagement: Managing member participation in various cancer support programs required a self-service portal for registration and scheduling.
5. Unified Member Experience: A fragmented member journey led to inefficiencies in program engagement and communication.

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Solution Overview
cloudStack implemented a comprehensive Salesforce solution tailored to Wellspring’s unique requirements, embedded directly into their newly developed Website.

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Data Migration

• Secure and Accurate Transfer: Using a combination of tools and custom scripts, cloudStack migrated millions of records from Raiser’s Edge to Salesforce. This included donor profiles, donation history, volunteer records, and program engagement data.
• Data Deduplication: Advanced data cleansing ensured the elimination of duplicate records, improving database accuracy.
• Historical Insights: All legacy data was preserved, enabling Wellspring to analyze trends and donor behavior over time.

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Donation Management with FundraisingManager

FundraisingManager was customized for Wellspring’s multi-affiliate structure:

• Centralized Donation Tracking: Donations across all affiliates were recorded in a unified system, allowing both global and local reporting.

• Automated Receipting: Compliant tax receipts were issued for every donation, tailored to affiliate-specific regulations.
• Advanced Reporting and Analytics: Donor engagement and campaign performance were tracked in real time, supporting targeted outreach.

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Volunteer Management with VolunteerManager

We implemented VolunteerManager to streamline volunteer operations:

• Self-Service Portal: Volunteers could register, update availability, and sign up for shifts through an easy-to-use interface.
• Centralized Scheduling: Coordinators managed assignments across affiliates with drag-and-drop simplicity.
• Volunteer Analytics: Reports on volunteer activity, hours logged, and impact enabled Wellspring to recognize and retain its volunteers effectively.

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Program Management and Experience Cloud

To enhance program engagement, we integrated Program Management and Experience Cloud:

• Program Scheduling: Members can view, register for, and manage their participation in programs through a self-service portal powered by Experience Cloud Portal.

• Attendance Tracking: Salesforce captured attendance data, helping Wellspring analyze program effectiveness and optimize offerings.
• Member Communication: Personalized notifications and updates kept members informed about program availability and upcoming sessions.

Results

1. Streamlined Operations: The centralized Salesforce platform eliminated data silos, enhancing collaboration across affiliates.
2. Improved Donor Engagement: Faster, automated receipting and donor tracking boosted satisfaction and retention.
3. Scalable Volunteer Management: Self-service tools and centralized scheduling empowered coordinators and improved volunteer experiences.
4. Enhanced Member Self-Service: The Experience Cloud portal simplified program registration and improved overall member satisfaction.
5. Actionable Insights: Comprehensive reports across donations, programs, and volunteer activities enabled data-driven decisions.

Conclusion
By migrating from Raiser’s Edge to Salesforce CRM and implementing targeted solutions, Wellspring has transformed its operations, improving its ability to serve members, engage donors, and empower volunteers. This modernized, scalable system ensures that Wellspring remains at the forefront of providing life-changing support for those affected by cancer.