31% Surge in Funds, Three-fold Increase in Customer Satisfaction

With an unwavering commitment to fighting breast cancer, a US-based healthcare major wanted to improve their operations, donation management and fundraising effectiveness while leveraging their investment in Salesforce. Partnering with InfoVision, a trusted Salesforce expert, the nonprofit was able to streamline their donation process, manage donor relationships, and create successful fundraising campaigns while tracking performance through reporting and analytics. The outcome of this partnership was a remarkable 31% surge in fundraising and a three-fold increase in tracking and customer satisfaction rates.

Customer overview

A leading U.S.-based nonprofit healthcare organization dedicated to patient support, advocacy, and funding research into breast cancer causes and treatments. The organization aimed to improve operations, donation management, and fundraising effectiveness while maximizing its investment in Salesforce.

Problem statement

Despite leveraging Salesforce, the organization faced several operational challenges:

• Inefficient processes – Lead management, patient support, volunteer coordination, and fundraising were inconsistent and time-consuming.
• Lack of visibility – Limited reporting and analytics capabilities made it difficult to assess the impact of initiatives.
• Ineffective communication – Poor coordination between staff, volunteers, donors, and patients led to miscommunication and delays.
• Missed engagement opportunities – Underutilization of Salesforce capabilities resulted in lost chances to strengthen relationships, raise funds, and improve patient outcomes.

Solution delivered

InfoVision implemented a Salesforce enablement solution using a three-pronged approach to create a secure and scalable infrastructure for real-time insights and seamless user experiences. The solution included:

• Salesforce health cloud – Enabled patient data management, care program coordination, and personalized healthcare delivery.
• Salesforce non-profit cloud – Optimized donor management, campaign execution, grant tracking, and fundraising efforts.
• Salesforce service cloud – Enhanced case management, patient experience, self-service portals, and multi-channel support.

Tech stack

• Salesforce health cloud – Patient data and care program management.
• Salesforce non-profit cloud – Donor and campaign management, grant tracking, and fundraising automation.
• Salesforce service cloud – Unified support, case management, and self-service portals.

Impactful results

• 31% growth in fundraising – Optimized donation management and fundraising strategies.
• 3x increase in tracking & customer satisfaction – Enhanced operational visibility and engagement.
• 16×5 dedicated support – Ensured seamless interactions across stakeholders.
• Secure handling of PII & PHI – Compliance with healthcare data protection standards.