The Client
Make-A-Wish Foundation is a non-profit organization that grants wishes of children with life-threatening medical conditions around the world. Since 1980, the foundation has granted hundreds of thousands of wishes to children in 50 different countries.
As the organization grew to over 60 independently chartered affiliates, Make-A-Wish found it challenging to meet their unique technology needs while staying compliant with the overall wish granting process. In order to continue bringing the Make-A-Wish mission to life, a new set of digital offerings were needed to increase collaboration and develop an efficient & standardized wish-granting process. To accomplish this goal, Make-A-Wish partnered with MST Solutions to define, develop and implement a customized Salesforce solution that would improve visibility and engagement to their process and boost overall wish granting capacity and efficiency.
The Challenge
Prior to implementing their new solution, Make-A-Wish was struggling to maintain business innovation and growth with their existing IT infrastructure and application services. Although they already started using Salesforce for fundraising, cloud-based systems and processes had not yet been fully adopted throughout the organization.
In order to keep doing what they do best–provide more wishes to more kids–Make-A-Wish needed to create a platform that could accommodate the needs of internal and external stakeholders with a user-friendly interface and enhanced community portal features.
The Situation
Need to migrate from outdated systems to elevate care standards and streamline processes
With an aim to drive better experiences for its patients and physicians, TeamHealth wanted to modernise its technology infrastructure to:
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
The Solution
After understanding the overall needs of the organization, MST Solutions implemented a variety of Salesforce products using MuleSoft as a middleware platform to connect with back office systems and integrate data to and from Salesforce. Over a multi-year engagement with MST Solutions, Make-A-Wish was able to launch its Wish Cloud and Fundraising Cloud platforms and implemented its Donor and Volunteer Communities. The solution has provided an enhanced experience with rich, beautiful content for all of its chapters and stakeholders.
- Salesforce Service Cloud
- Salesforce Sales Cloud
- MuleSoft
The Solution
After understanding the overall needs of the organization, MST Solutions implemented a variety of Salesforce products using MuleSoft as a middleware platform to connect with back office systems and integrate data to and from Salesforce. Over a multi-year engagement with MST Solutions, Make-A-Wish was able to launch its Wish Cloud and Fundraising Cloud platforms and implemented its Donor and Volunteer Communities. The solution has provided an enhanced experience with rich, beautiful content for all of its chapters and stakeholders.
- Salesforce Service Cloud
- Salesforce Sales Cloud
- MuleSoft
MST’s process to work through integrations is comprehensive and straightforward. They spend time understanding your business process so they can speak with you on your terms, and they go above and beyond in delivering an excellent product. I would recommend them for any engagement.
– Joey Wycoff
Senior Director of Reporting Analytics & Data
MST’s process to work through integrations is comprehensive and straightforward. They spend time understanding your business process so they can speak with you on your terms, and they go above and beyond in delivering an excellent product. I would recommend them for any engagement.
– Joey Wycoff
Senior Director of Reporting Analytics & Data
The Outcome
By partnering with MST Solutions to enhance its existing systems, Make-A-Wish was able to significantly reduce data entry time when granting wishes and improve visibility and engagement while increasing its wish granting capacity. The enhancements made to the existing Fundraising Cloud platform allow for more collaboration when raising funds while the expanded Donor Community allows reoccurring donors to manage their donations and encourages better future support from one-time donors. Finally, the Volunteer Community provides a freshly designed onboarding process and access for volunteers to participate in the wish granting process with self-service wish management tools. With internal and external stakeholders all using the same platform, Make-A-Wish has unleashed the full power of the Salesforce and transformed their digital offerings to support future growth of the organization.
Digital Transformation Drives Business Value
As a result, approximately thirty unique application types were digitized to a branded web portal with a modern customer-centric look and feel. Aside from land and lease application processing built on Salesforce Service Cloud and Communities, the cloud solution included integration to the legacy ERP, document management system, and several custom apps that provide project tracking for the commissioner’s office and the Real Estate and Trespass divisions.
Business value was delivered throughout-from workflow processing, document digitization and migration, integrations for online fee payment systems, and organizational change management. A community portal was created to help citizens submit and check the status of electronic applications along with an online payment system for application fees. Other benefits and accomplishments included:
MST Solutions is proud to be a trusted consulting partner for ACA and support its goal of strengthening and growing Arizona’s economy. After extensive collaboration, user profiles and data were successfully migrated from Force.com to Salesforce Sales Cloud. Sales Cloud allows ACA users to log leads, opportunities, track their activities and metrics and run reports specifically configured to their business requirements. Users are no longer tied to spreadsheets or required to enter data manually.
With Sales Cloud newly implemented, ACA adopted a standardized training methodology to ensure current and future users were comfortable using the tool. ACA then recognized the value that Einstein Analytics offered its management teams. Einstein Analytics provided access to critical data in an automated, highly customizable and visual way. The ACA’s Salesforce Refresh project has resulted in increased user adoption of Salesforce, expanded business data capture, eliminated redundant processes and enhanced reporting capabilities throughout the organization.
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
- Ensured a single version of the truth for improved operational and services insights
- Enabled real-time collections to run 10x faster
- Drove 90% faster response times for patient level and other reports
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