AKPsi was caught in the past but committed to progress. The fraternity shared their 10-year plan for becoming a long-term learning and education organization with Galvin Technologies. The project team translated that vision into a technology implementation roadmap and got to work.
Galvin started by addressing constituent needs with customized Salesforce Communities. The branded portal supports content sharing, personalized digital experiences, business processes, and information access for defined groups of people. Galvin developed unique communities for students, alumni, volunteers, and donors providing each with an experience tailored for their connection to the organization.
Communities solved one challenge, but the lack of data efficiency presented another. Legacy systems included Blackbaud Raiser’s Edge and Microsoft Access. Galvin determined what new platforms were needed for AKPsi’s long-term vision: event management, learning management, ecommerce and shipping, fundraising, accounting, and marketing automation. The project team then identified best-in-class technology providers, most of them native to Salesforce, and connected them inside the CRM. AKPsi received multi-faceted functionality without requiring multiple points of access. Staff and constituents could retrieve data through Salesforce as the single point of truth while benefiting from these dynamic new features:
- Linvio specializes in automating, scaling and optimizing AKPsi’s revenue-related business processes inside Salesforce Communities. PaymentConnect manages subscription, installment, and single payment processing. Events offers click-to-configure registration pages and mobile apps. eStore creates subscription and product listing pages with online checkout.
- Eventbrite offers online event management and ticketing with easy browsing and promotions geared toward the fraternity’s targeted audiences.
- The Classy fundraising suite syncs AKPsi donors, contributions, campaigns, teams, and fundraising pages in real time. The platform works internationally and offers flexibility for different types of fundraising including peer-to-peer, crowdfunding, events, and one-time or recurring donations.
- Dringo connects fraternity students with alumni for networking and assistance in finding open job opportunities. APIs with LinkedIn, Facebook, and Twitter keep member information current for targeted assistance.
- Zenkraft Multi-Carrier ships orders with more than 60 carriers inside Salesforce with a single click. The system sends mail and packages, compares rates, generates labels, tracks shipments, and manages returns for AKPsi’s marketplace.
- The learning solution platform LearnTrac includes features for digital learning, instructor-led trainings, surveys, resources, instructional plans, gamification, and certificates designed for improved membership education.
- Accounting Seed manages the general ledger, invoicing, cash receipts, accounts payable, and financial projects within one platform using multi-currencies aligned with AKPsi’s global reach.
With the new technology in place, Galvin tackled processes for improved efficiency. Collaboration through Salesforce Chatter created an easy way for staff to work together and reply to constituent needs. Online dashboards and reports eliminated spreadsheet updates and kept current data at management’s fingertips. Galvin created an automated document generator that immediately sent donor acknowledgements directly from the system. Perhaps most importantly, the new technology configuration created many member self-service features allowing AKPsi’s staff to scale fraternity benefits without increasing headcount.
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 roadmap, and mindful implementation made AKPsi’s ambitious goals attainable. The fraternity now held the power to demonstrate that 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 34,000 logins and 9,600 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 benefitted 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.