Case Study:
Streamlining Salesforce for The National Covid-19 Resiliency Network (NCRN)
The NCRN Project at Morehouse School of Medicine faced significant challenges in managing their Salesforce-based platform, which included a website, mobile apps, a member community, and a database. The platform was clunky, difficult to use, and did not meet NCRN’s needs or those of their stakeholders. Internal technical capacity to relay requirements effectively to their Salesforce partner was lacking, resulting in a product that did not reflect their requirements.
“Carrie is extremely easy to work with. Her ability to convey technology issues and needs in a way that lay people can understand, while connecting it to programmatic needs, has been invaluable. Carrie ensures that the needs of the program guide the technology, and not the other way around. She is a joy to work with, always positive, solution-oriented, and deeply committed to creating a more equitable environment.”
- Lora Wills, Assistant Director for National Center for Primary Care and Administrative Director for NCRN
Challenge
When Carrie Andrews joined the project, NCRN was struggling to interface directly with the Salesforce partner due to a lack of internal capacity and time. The product was hard to use and failed to meet the needs of both NCRN and its stakeholders. They needed a skilled intermediary to bridge the gap between their programmatic needs and the technical implementation by their Salesforce partner.
Solution
Carrie Andrews was initially brought in on a temporary basis to clean up existing work and set up new processes. Over the past three years, her role has evolved into that of a fractional strategic advisor and project manager, working with NCRN on an ongoing basis to ensure that their vision is realized with the help of their Salesforce partner.
Key Areas of Impact:
Translating NCRN’s needs and priorities into technical requirements for the Salesforce partner.
Serving as an internal Salesforce administrator.
Managing email marketing, data analytics, and internal resources to maintain clean data for reliable reporting.
Results
Carrie’s involvement has led to numerous improvements and successes for NCRN:
Enhanced User Experience: Carrie was instrumental in transforming the platform into a more intuitive and accessible tool that better serves the community's needs. The previously convoluted user experience was streamlined, resulting in a site that effectively provides the necessary information in a user-friendly manner.
Increased Engagement: The revamped site has significantly boosted participation with community partners. Carrie conducted training sessions and provided technical assistance, which has empowered partners with a better understanding of the platform.
Cost-Effective Solutions: Carrie introduced alternative technology tools that reduced the cost investment required to make changes to the site, which was initially built with extensive coding.
Improved Data Collection: By implementing new forms and processes, Carrie improved data collection efficiency. This enhancement has been a major win, as it allows NCRN to gather and utilize data more effectively.
Stronger Community Trust: Carrie guided listening sessions around technology, which helped build trust with community partners. Her approach to understanding and addressing the unique challenges faced by the diverse NCRN CBOs was crucial for the project's success.
In Sum:
Carrie’s strategic guidance and technical expertise have been pivotal in transforming NCRN’s Salesforce platform. Her ability to merge programmatic understanding with technical requirements has led to a more engaging, cost-effective, and user-friendly solution, significantly benefiting the organization and its community partners.
“I highly recommend Carrie to anyone seeking a collaborative partner who truly understands both the people and technology sides of the equation.”
- Lora Wills, Assistant Director for National Center for Primary Care and Administrative Director for NCRN
Have we met yet? I’m Carrie Andrews.
I’m stoked you’re here! I founded my business in 2014 in order to strike a better work/life balance.
This has allowed me to partner with a variety of organizations to provide a strategic vision for integrating technology and systematic processes into daily business operations.
Including implementation of new technology, education, and translation of knowledge across teams.
If you’re looking for an easeful Salesforce CRM solution for your budding or growing business, reach out.
I’d love to hear from you!
