CASE STUDY DETAILS

A Workplace Training 
Organization

Project Type

CRM & Digital Transformation

Challenge

Encounter a
fragmented and opaque system.

Domain

Non-Profit

Impact

Centralized Non-Profit Data Architecture

OVERVIEW

Avion Technology implemented Salesforce for a workplace training organization to bring its customer, sales, and training activities into one system. The work covered CRM setup, training management, automation, reporting, dashboards, and calendar-based scheduling.
The work was completed in phases.

The first phase focused on the CRM and training setup and the initial automation. The
second phase added reports, dashboards, training-related improvements, and the design of quote and operational workflows.

PROBLEM STATEMENT

Non-profit organizations, field workers, and families seeking support often encounter a fragmented and opaque system.

The organization’s core operating model was hindered by
legacy spreadsheets and disconnected point solutions, leading to critical operational bottlenecks
attendance, and certifications. The team also needed better visibility into follow-ups and day-to-day training activities. 

  • Fragmented Data Silos: Constituent records, household details, program cases,
  • and fundraising histories were stored across disconnected tools and manual
  • spreadsheets, preventing an enterprise-wide single source of truth.
  • Multi-Persona Overlap: Individuals frequently engaged in multiple overlapping
    roles (e.g., Staff members acting as Volunteer Mentors and Donors). Legacy tools
    create duplicate contact records for each role, resulting in data corruption.

SOLUTIONS

To address these challenges, we designed and developed a comprehensive non-profit
CRM ecosystem:

1. Centralized Non-Profit Data Architecture

3. Automated Business Logic & Routing (Salesforce Flow)

5. Executive Visibility & Management Analytics

2. Multi-Persona & Identity Management

4. Family-Centric Care & Program Management


APPROACH

Our Approach

Research & Discovery

  • Multi-department stakeholder alignment and operational workflow evaluation.
  • Legacy spreadsheet audit and data corruption root-cause analysis.
  • Constituent lifecycle mapping across overlapping volunteers, donors, and client
    personas.

Automation 

  •  Creates a follow-up task for newly created leads and supports ownership 
    and timely follow-up. 
  • Provides notification when relevant 
    lead status changes occur.

Reports Delivered 

  • Lead Pipeline Report 
  • Class Enrollment Report 
  • Attendance Summary 
  • Revenue by Class 

Dashboards Delivered 

  •  Provides a consolidated view of operational 
  • activity, including leads, upcoming classes, 
    enrollment pending tasks. 

 Training Calendar 

  • A Salesforce Training Calendar view was
  • configured to provide visibilityclasses 
  • Support weekly and monthly 
  • operational planning.
  • PostgreSQL database schema with UUID-based entities
SUCCESS AND IMPACT

What Was Achieved

  • The project established Salesforce as a structured CRM and operational platform for  workplace training lifecycle. 
  • The solution connected sales and training processes, introduced automation, provided operational reporting and dashboards, and created a foundation for continued optimization. 
  • Requirements and process clarification with Dave Phase- based planning and prioritization 
  • Functional Specification Document preparation 
  • Developer task breakdown and implementation guidance 
  • Sandbox testing and walkthroughs 
  • Client feedback incorporation 
  • Reports and dashboard approval 
  • Production deployment planning 
  • Post-completion maintenance and support .

By Business

  • Centralized customer and sales information in Salesforce. 
  • More structured lead and opportunity management. 
  • Reduced manual coordination through task and email automation. 
  • Improved visibility into training operations. 
  • Faster access to management information through reports and dashboards. 
  • Better visibility into certification status and expirations. 
  • Improved sales-to-training handoff after Closed Won opportunities. 
  • A scalable foundation for future quote, integration and operational enhancements. 
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