Energizing Community Support with Metropolitan Development Council’s Salesforce Transformation

Championing Stronger, Healthier Communities

The Metropolitan Development Council (MDC), based in Tacoma, Washington, is a nonprofit dedicated to improving the well-being of individuals and families through education, advocacy, and innovative services. With a mission to change the perception of poverty and help community members thrive, MDC envisions a community where everyone has the tools to succeed.

Over time, MDC’s operations had grown in scope and complexity. Their services spanned housing assistance, case management, weatherization programs, and more. However, this growth brought challenges in managing data across disparate systems. MDC’s information was scattered across platforms such as ETO, Cap60, ServicePoint, and MyAvatar. This lack of integration made it difficult to access reliable, centralized data and began to impact both internal efficiency and client outcomes.

Recognizing the need to modernize its technology to increase reach and impact, MDC committed to becoming more data-driven. To realize this vision, the organization partnered with Arkus for a strategic implementation of Salesforce’s Nonprofit Cloud and Program Management Module, focusing initially on their Energy Assistance Program.

The Challenge: Fragmented Systems and Inefficiencies

Before engaging Arkus, MDC faced significant challenges in delivering energy assistance services. Applicants submitted requests through outdated systems. Staff had to manage data manually, leading to frequent errors and duplications. Processing time was slow, reporting was difficult, and visibility across departments was limited.

MDC wanted to unify its intake and referral process, streamline application evaluations, and create a scalable platform for future growth in fundraising and development. The ultimate goal was to reduce administrative burdens, improve data accuracy, and enhance the client experience.

The Solution: A Tailored, Collaborative Implementation

Arkus and MDC began with in-depth discovery and requirements-gathering sessions. These sessions helped identify process bottlenecks, data needs, and opportunities for system optimization. From there, Arkus set up a new Salesforce instance configured with the Program Management Module, designed specifically to meet MDC’s energy assistance needs.

Key components of the implementation included:

• Creation of custom forms for client applications and Net Promoter Score surveys using a form tool selected in collaboration with the project team
  
  
• Integration of Salesforce with Microsoft Outlook to streamline staff communication
  
  
• Migration of critical data from Cap60, including contact and service records, using Arkus-provided templates and best practices
  
  
• Development of reports and dashboards to help staff monitor applications and disbursements in real time
  
  
• Customized training delivered remotely through a Train-the-Trainer model to ensure sustainability and user adoption
  

Throughout the engagement, we maintained a strong focus on collaboration. Rather than simply delivering a product, our team of Arkus Experts worked closely with MDC to ensure their staff felt confident using and evolving the system.

Navigating Complexities with Flexibility

Like many innovative technology projects, this one required adaptability and collaboration. As the project evolved, MDC and Arkus worked closely to accommodate shifts in scope, team roles, and technical considerations. When FormAssembly initially encountered a compatibility issue with new Nonprofit Cloud objects due to API limitations, Arkus quickly developed a creative workaround using temporary custom objects. This proactive solution kept the project on track and positioned the team for a seamless transition once system updates became available.

Throughout the process, Arkus remained responsive to MDC’s changing priorities. A recalibration of available hours and deadlines was met with flexibility, ensuring that the project remained aligned with MDC’s goals while preserving the quality and integrity of the core deliverables.

The Impact: A Foundation for Better Service Delivery

By February 2024, MDC had a fully functioning, centralized platform to manage its Energy Assistance Program. Applicants now have access to a smoother, digital intake experience, and MDC’s staff can process requests with fewer errors and greater efficiency.

The organization now benefits from real-time insights into application volume and disbursements through custom dashboards and reports. Communication tracking is easier thanks to the Outlook integration, and user training ensures staff are equipped to maintain and modify the system as needed.

Importantly, MDC’s transition to Salesforce sets the stage for future expansions. A follow-on discovery engagement focused on fundraising and development has already been completed, creating a roadmap for how Salesforce can continue to support the organization’s growth.

A Lasting Partnership with Purpose

The partnership between MDC and Arkus demonstrates how thoughtful technology implementation can empower a mission-driven organization to do more with less. With the right tools and a trusted partner, MDC is better equipped to meet the evolving needs of the community it serves.

Looking ahead, MDC is poised to extend the benefits of this transformation across other program areas. The groundwork laid through this Energy Assistance Program implementation is more than a tech upgrade. It is an investment in the future of equitable community service.

Is your team considering upgrades to your technology workflow? At Arkus, we specialize in transforming how organizations leverage Salesforce to optimize their technology workflow and achieve their goals. We can help enhance donor engagement, streamline volunteer management, or improve data reporting. Contact us to unlock the full potential of your technology and focus on your mission.