From Legacy to Leading Edge: Modernising Salesforce for National Family Mediation
- National Family Mediation, a not-for-profit organisation, was working with the outdated Salesforce Classic view.
- They heavily relied on manual intervention to move work along and to coordinate with different internal, external and partner stakeholders.
- They had a huge dependency on third-party systems for associated work.
- Update Salesforce to the latest Lightning view.
- Automate information cataloguing and stakeholder coordination so that workflows can be streamlined and sped up.
- Shift all the work to Salesforce so National Family Mediation doesn’t incur any additional costs.
- Salesforce Lightning view’s easy-to-use interface encouraged the team to quickly adapt.
- Automated systems enhanced NFM’s swiftness. The NFM team could reach out to families seeking mediation and partner mediators within seconds of inquiry.
- Unnecessary spending on 3rd-party systems like Conga was eliminated, as all the required functionalities now functioned within Salesforce.
Our client, National Family Mediation (NFM), is a not-for-profit organisation that helps families in conflict. They offer family mediation services, focusing on helping divorcing or separating families. NFM provides these services directly and by working with partner mediators present in over 500 locations across England and Wales. Together, they deliver over 16,000 sessions each year.
NFM was using Salesforce Classic, which is the older, outdated version of Salesforce. It lacked the speed and functionality provided by the more modern Salesforce Lightning View. NFM approached us to help with the upgrade.
How did Brysa help NFM?
Our research about their existing structures led us to various findings, which we categorised into two buckets: an “As is” stage and a “To be” stage.
“As is” stage:
- NFM uses the Salesforce Classic view.
- Information about the family seeking mediation would go into NFM’s system, and an employee has to enter the information into NFM’s Salesforce database manually.
- Also, for a partner mediator to connect with a family seeking mediation, an NFM employee has to facilitate this.
- Once all information is entered and processed, the NFM team will use Conga to design the mediation session schedule and the payment detail documents. These are then manually shared with all the parties involved.
Image 1: Creation of a new web referral
“To be” stage:
- Upgrade Salesforce to the latest version of Salesforce Lightning View.
- Automate information flow such that once the form is filled, the information is automatically entered into NFM’s Salesforce database.
- With the postcode information, NFM can automatically connect the person with the right mediator (whether an NFM mediator or a partner mediator).
- Salesforce Lightning offers functionality to curate the schedule and payment document if the user provides all the necessary information. Therefore, even this final step is within the Salesforce ecosystem, reducing dependence on other software.
Image 2: Auto selecting service referred to; based on postcode and referral source
Image 3: Automatic email shared with the mediator (NFM Direct or Partner) – with client’s details attached
As you can see, the workflows in the ‘as-is’ stage heavily rely on human intervention. This often led to bottlenecks and delays for NFM while dealing with families under duress. To eliminate this situation, we successfully implemented all the points under the ‘to-be’ bucket. Considering NFM to be a not-for-profit provider, we also ensured that we achieved the above stellar results on a shoestring budget. The client appreciated our efficiency in making this happen without needing to break the bank.
Our implementation of the ‘To be’ stage made NFM more responsive and agile. With the burden of documentation and paperwork now largely falling on their systems and technology, the employees, too, were happier with their work.
Image 4: Web referral case template created automatically by Salesforce for the mediator
We at Brysa are strong advocates of “flow”. We believe it frees the workforce of the dreary, monotonous tasks. The “flow” then allows the team to apply themselves and focus on more high-value and satisfying work. We know that the future of every business isn’t just about technology; it’s about harnessing its power to unlock its talent’s full potential.
About Brysa
As the UK’s leading Salesforce consultant, we are dedicated to delivering tailored Salesforce solutions that empower your not-for-profit organisation to achieve its mission efficiently while staying within the allocated budget. Our deep expertise ensures you maximise Salesforce’s capabilities to streamline operations and optimise resource allocation. From strategic consulting and cost-effective implementation to ongoing support, we provide everything you need. Contact us today to explore how we can help your organisation thrive!
