According to Brian Parker, Alpha Kappa Psi’s Chief Operating Officer, Galvin’s technology transformation improved every facet of the organization. The project team’s operational insight, innovative road-map, and mindful implementation made AKPsi’s ambitious goals attainable. The fraternity now held the power to demonstrate its programs and services delivered measurable success.
Centralized Data – The new configuration placed all constituent data in one place. With a 360-degree view of their members, volunteers, and donors, AKPsi could better understand the people it served. This opened new opportunities for member programming and education, fundraising campaigns, and volunteer recruitment not possible under the previous setup. Leadership and front-line staff gained access to real-time constitute reports and dashboards keeping strategic plan progress top of mind. External board members and the volunteer committee also benefited from tailored reports without taking time away from core activities needing staff attention.
Efficiency and Effectiveness – Consolidating multi-functional systems inside Salesforce allowed for new automated processes and workflows. Galvin eliminated manually entered spreadsheets and emails, which saved enough hours for one annual full-time employee. The streamlining afforded the fraternity’s staff more time for education and outreach. Now possible were one-on-one interactions with students to help them grow into future business leaders.
Relationship Management – By learning more about its constituents, AKPsi could enhance member benefits. The team better leveraged its eCommerce platform with branded merchandise to generate additional revenue. The organization invested in enhancing its online learning library and created new events specific to member needs. In just the first 18 months since launch, the system supported more than 8,100 learning plans and 6,300 registrations across seven events.
Member Engagement – Through Salesforce Communities, each constituent type received a personalized, on-brand experience. Social intelligence used each individual member’s activity and highlighted relevant information, content, products, articles, and services. The Lightning dashboard showed how users interacted with the community and the most popular groups or topics. Peer-to-peer features connected students and alumni for job opportunities, networking, and advice. Galvin’s use of communities created a valuable social network unique to AKPsi’s members unmatched by similar organizations. More than 35,000 logins and 12,000 unique users have been recorded since the system’s launch and month-over-month activity continues to climb. For the first time, the fraternity can measure its impact and use the metrics for soliciting new members, future donations, and volunteers.
Self-Service – a study published by Zendesk found that 67% of consumers prefer self-service to speaking to an associate. Galvin configured AKPsi’s Salesforce Communities with this in mind. Office calls became the exception rather than the norm because constituents could update their own information. An online knowledge base provided an extensive collection of articles with valuable content and business processes. Users benefited from 24/7 desktop and mobile access. Online self-service also made volunteering or donating much easier. By giving members the right tools, the fraternity is projected to save more than 1,000 man hours per year, which are being reallocated to developing strategic education programs for constituents.