Schwab Charitable™ improves donor outreach with the Sales Cloud

Challenge

• Leader in strategic philanthropy wanted to better manage prospective donors and their investment advisors
• Needed a CRM system to retain historical information and make it easier to generate reports
• Wanted a cost-effective solution that could be accessed from anywhere

Solution

• Chose the Sales Cloud for its customizability, nonprofit licensing structure, and cloud-computing delivery
• Deployed Enterprise Edition to 20 employees to manage leads, opportunities, accounts, and contacts, and track sales processes and marketing campaigns
• Lead kit automation quickly generates custom cover letters and includes relationship manager signatures
• Workflows assign Web leads to donor relations specialists and remind record owners of follow up tasks
• Campaigns tab shows measurements for event, direct mail, and Webcast campaigns
• Manages mass email campaigns and follow up emails to event or training attendees; results are automatically measured
• Custom “media contacts” tab tracks relationships with writers and reporters and includes information on outreach, number of placements, and article content
• Reports tab gives fast access to real time metrics and makes it easy to compare current data with prior years
• Dashboards and forecasts object track closed/win opportunities and fiscal year targets
• Integration with Schwab Advisory Services reporting system uploads advisor reports on a quarterly basis
• Salesforce.com Education & Training programs help administrators and users get more out of the system

Results

• Greater data integrity supports business planning and oversight
• Fast access to reports helps optimize marketing and business development efforts
• Improved communication with contacts and accounts increases philanthropic activities
• Reduction in manual data entry and greater automation drives greater efficiencies
• Improved follow up with event and training attendees increased the number of opportunities