Customer Success Story: BC Centre for Ability
For a nonprofit organization like BC Centre for Ability (BCCFA) who serves a wide range of clients and families, staying efficient and streamlined is a must.
BC Centre for Ability is based in Vancouver, BC, and they operate a variety of programs to help children, youth, and adults who may need additional resources and support. Some programs include Supported Child Development (SCD) and the Early Intervention Program, which help children with diverse needs and services. The Stepping Stones Program serves children and youth with neuro-developmental conditions, and provides workshops, training, and support to learn and practice social emotional competencies. BCCFA also has several adult services programs including THRIVE, which assists young post-secondary graduates with diverse abilities in obtaining sustainable employment. To learn more about BCCFA’s programs, please visit www.bc-cfa.org.
Paper-based Processes That Couldn’t Keep Up with Real-time Needs
Before BCCFA’s digital transformation to Salesforce, a majority of the processes were paper-based. Allyson Clark, Leader of Innovation, Transformation & Quality at BCCFA says “there was a disconnect between what our clients expected and what we could deliver”. BCCFA staff were continually performing their roles efficiently, but manual processes inevitably led to tasks being siloed across various departments. Allyson continues to explain that “the systems that we had in place weren’t meeting the needs of our staff, which in turn weren’t meeting the needs of our clients”.
Using Salesforce and Digitization to Reduce Inefficiencies
The main objective of BCCFA’s digital transformation with Salesforce was to improve service, and to provide quicker service for their clients. Clark envisioned reducing manual administrative tasks by 50%, particularly surrounding
Manual re-entry
Referral intake processes
Collaborating on documents internally.
While working closely with Belmar to pinpoint problem areas within the organization, BCCFA implemented the following Salesforce.org solutions:
Experience Cloud - enabled guardians to view client documents and information all within an authenticated manner; also allowed for easy collaboration between coordinators and clients
Service Cloud - effortless tracking of client files, outcomes, assessments, and case notes
Document Generation Tools - saved time for internal coordinators by providing quick data merging process into formatted documents
Online Form Building Tools - online referral forms to minimize redundant data entry
E-signature - provided easy-to-use digital signing option, instead of manual signing, printing, and mailing
By implementing Salesforce across BCCFA’s programs, the organization now has the ability to have their steps cut in half, in addition to having all the necessary and up-to-date documents in one central hub. “We used to need three days before we could get back to the client; now we get back to them immediately - and with a ‘thank you note”, Rebekah O’Hare, Junior Project Manager says. Furthermore, BCCFA’s digital transformation gives people the ability to view a referral form or document on multiple devices (desktop, tablet, mobile phones, etc.), which offers more flexibility for clients who may not have access to a computer. Lastly, implementing the e-signature solution enabled clients to easily sign documents instantly and proceed to the next step, instead of needing to spend extra time to print and mail paper documents. “The organization saved costs in postage and mailing. But most importantly, we freed up time for our therapists and consultants, in order to provide better and quicker service for our clients”, says Rebekah.
BCCFA on Go Live day!
“At the heart of it, we’re striving to make services better for our clients” - Rebekah O’Hare, Junior Project Manager, BCCFA.
Today, not only does BCCFA have a system that is scalable, but it’s also flexible enough to make adjustments as the programs change overtime. Their digital transformation journey has undoubtedly evolved to meet their clients’ ever-changing technology needs; that, paired with a talented team of staff, ensures that BCCFA has the passion and proper resources to achieve their organizational goals together.
