When dance companies in Ontario need outside help managing finances, marketing and/or production, they know that not-for-profit agency Dance Umbrella of Ontario (DUO) has got them covered. In fact, demand for DUO’s stellar performances has recently reached such heights that they’ve had to rethink their own management processes. They turned to Flywheel for help integrating a Salesforce Customer Relationship Management solution equipping them to deliver more services, more efficiently, to a greater number of clients.
Our challenge was to understand their clients and business model.
Who are these clients? How should they be categorized? What opportunities should be directed to each? We developed a formal “gather brief” of our written questions and DUO’s written answers that passed through successive iterations. After a thorough programme of exchanges, we gained a clear line of sight into all aspects of DUO’s business, including the criteria by which they define success and the numbers they need to place before stakeholders to justify their existence.
Useability was paramount.
We worked closely with the DUO team to define terms and create dashboards that they could absorb and capitalize on. Our efforts included shaping Salesforce’s Not-for-Profit Success Pack to fit DUO’s unique business and client needs. We eased the DUO team’s transition from more cumbersome informal practices that remained seductive in their familiarity, to a streamlined, automated approach requiring less time and effort to deliver significantly enhanced capabilities.
DUO’s umbrella just got bigger.
The Salesforce solution we tailored for DUO identifies clients by type, spots matching opportunities, tracks all customer interactions and disseminates information across the organization to facilitate more agile and complete service provision. Gone are Excel spreadsheets and WordPress intake forms. Present are real-time insights and efficient digital communication options.
“They get it. They understand not-for-profit.”
DUO expressed their delight with the solution we created and the training we provided. “The training,” they told us, “was really smart.” DUO now has a system in place geared towards meeting the needs of the not-for-profit sector, not least in demonstrating simply and effectively the benefits their services can deliver. They also have the capabilities to make the most of that system, freeing up capacity and serving clients better than ever. Clients are dancing on air.