Working with Craftsman was an incredibly easy and rewarding experience. We would highly recommend them for any Salesforce related projects. From the beginning of the project the Craftsman team listened to the concerns of the staff and built out an accurate assessment of our current organizational challenges and needs. Craftsman then built out a solid project plan to improve our current systems and maximize our productivity through the proper use of Salesforce and additional integrations. It was clear that Craftsman is interested in understanding the context of the work done by its clients. The consultants were incredibly detail oriented, responsive and quick to address any new problems that came to light during the process.
Community Health Care Assoc. of New York State
Streamlining Community Health Systems
Community Health Care Association of New York State (CHCANYS) was established in 1971 to give a voice to the state’s network of community health centers as leading providers of primary care. CHCANYS works to increase access for those who would otherwise go without care through advocacy and education, but also creates major new programs and initiatives that showcase community health centers as centers of excellence. As the Primary Care Association for New York State, CHCANYS works with more than 70 federally qualified health centers with nearly 800 sites. CHCANYS’ goal is to provide community health centers with the resources needed to provide high quality, community-based primary care to anyone in need regardless of their ability to pay.
Purpose
CHCANYS’ initial Salesforce implementation did not align with their vision. Given the amount of technical debt in the existing instance and low user adoption, CHCANYS needed a strategic partner to deploy a new Salesforce instance. The system needed to accommodate dynamic relationships between health centers, sites, and healthcare professionals, track myriad grant deliverables, segment data to support advocacy work, reduce manual processes through automation, and extend the platform more deeply.
Project Details
CHCANYS engaged Craftsman’s Nonprofit Practice to perform a Salesforce assessment. The outcome was a solution design that defined business requirements and needs by role and responsibility. As a result of the assessment, Craftsman recommended that CHCANYS move away from the Nonprofit Success Pack (NPSP), a Salesforce application with an underlying data model that did not meet their needs. Craftsman deployed and configured a new instance and migrated all necessary data. The Partner Accounts and Account Hierarchy functionality was employed to track and manage the complex web of relationships between Health Centers and related entities.
The new Salesforce solution is central to the organization’s operations. It offers cross-department visibility into activities and grants, which was previously tracked using a host of disparate systems. Program Management is centralized in Salesforce and allows for tracking participation in programs at the Account level. Integrations with Zoom, Constant Contact, and Know Who streamline grant deliverable tracking and provide clear data to drive advocacy work. To successfully leverage and manage the system and its multiple integrations, staff roles and responsibilities were identified in a clear and concise workflow. Post go-live, Craftsman provided end user training that aligned with the newly defined workflows and ensured adoption.
Ongoing Partnership
After migrating to the new system, CHCANYS was interested in ongoing technical assistance to make adjustments, troubleshoot issues, and provide general support. Craftsman’s Managed Services Team continues to make incremental improvements to the system in support of data integrity, enhanced reporting and analytics, and ensuring a steady state of operations. A Client Success Manager works as an extension of the CHCANYS team to increase user adoption by onboarding additional business units including those that need to manage complex federal grants in the system. Through day-to-day support and ongoing training and documentation, Craftsman is able to continuously build staff capacity.
Tools + Technology
CHCANYS uses Sales Cloud. Zoom automates tracking and reporting on participation in technical assistance, training sessions, committee meetings, and more. Salesforce’s Outlook Integration allows for management of contacts and tracking individual email communications. Cvent provides visibility into event and conference attendance. Salesforce matching and duplicate rules flag duplicate data in the system and offers an option to merge records.
KnowWho for Salesforce makes it easy to access federal, state, local and congressional data in Salesforce. The integration provides a robust list of public officials and their staffers at all levels including contact and address information. The ‘Zip to District’ functionality allows CHCANYS to report on the elected officials for their Health Centers and which Health Centers fall into elected official’s districts instantly, aiding their advocacy initiatives.