Before implementing Salesforce, Digital Wellness' worked off six different platforms. There was no easy way to track each member's journey or personalise support. It was also difficult to identify where new members were coming from so that the marketing team could measure the effectiveness of different channels.
“We know there’s more people we can assist, but all the different platforms were holding us back. Helping members is our priority and we needed to know what was working and what wasn’t so that we could direct our time to the right areas,” said Penn.
Realising that Salesforce could solve these problems and more, Digital Wellness made the decision to consolidate all member engagement and support onto Salesforce. The implementation has involved moving off the six platforms used previously and rolling Salesforce out across the company. Once complete, this will provide the company with a unified view of each member and provide the insights and efficiencies it needs for long-term growth. These include efficiencies in areas like onboarding and services which help Digital Wellness support more members without an exponential increase in headcount.
Digital Wellness had little experience with Salesforce internally, so it partnered with Destined. This successful implementation earned Destined a Salesforce award for Customer 360 Implementation & Adoption Partner of the Year ANZ.
As part of the implementation, Destined and Digital Wellness worked together on biweekly sprints which helped transfer knowledge to Digital Wellness’ developers.
The broader team has proactively used Trailhead to learn Salesforce, completing trails specific to their roles. Dashboards have also been set up to measure Salesforce adoption, helping to drive healthy competition and more active use of the platform. In fact, the number of monthly active users has reached more than 90%.
“As Salesforce becomes more embedded into the organisation, we’re able to get a more unified view of our members and better support their progress. It’s also getting us closer to our goal of truly making an impact dealing with the issue of obesity," said Penn.