InterfaithFamily was a nonprofit providing services and content for those in interfaith relationships. They were at a critical point in their organization’s history: rebranding while concurrently identifying that they had outgrown their existing technology stack. They didn’t have the front-facing user experience that they wanted plus needed to have the supporting CRM and marketing automation infrastructure to support their growth. As InterfaithFamily became 18Doors, they wanted to reintroduce themselves with a bang.
The 18Doors team required a complex solution requiring harmonious integration of everything user-facing with everything happening behind-the-scenes. A brand new digital face to the world, paired with a constituent relationship management (CRM) system to provide a 360-degree view of their people and their engagement. Marketing and process automation to enable them to properly scale and engage with their constituents: couples, families and clergy. With an organizational focus to augment their clergy referral mission, there needed to be an airtight connection between their clergy directory into their CRM and communications. The end result – an enterprise solution for a tech-minded and sophisticated nonprofit that supports and reflects their mission.
We started with our initial process, Discovery, with their team and ours in an intimate conference room in Boston. We went right into wireframing so we could review preliminary ideas while everyone was together. We quickly drafted the wireframes for the major elements, and launched into prototyping. In parallel, we built thorough user personas to determine the ideal way people should interact with their brand and the new digital assets. This also included how internal staff would leverage and interact with the new CMS, CRM, form software and marketing automation technology stack.
The best choice for the nonprofit CRM was Salesforce CRM’s NPSP (Nonprofit Success Pack). We paired it with Autopilot HQ as the process and marketing automation engine. It natively integrates with Salesforce as the main system of record, while capturing communications engagement. That ongoing engagement enriches the contact records and allows highly personalized communications and service to their constituents. Using connectors such as Zapier, we could connect their site’s MySQL database to Salesforce without using expensive custom coding. Instead, the configuration reduced development time and makes future system upgrades much, much easier.
Going into prototyping quickly allowed everyone to provide timely feedback. From there, it was all about constant iterations. Now, 18Doors has a new set of connected processes and digital infrastructure – and the digital transformation reinforces their organizational transformation.
*To respect client data privacy, the Salesforce screenshot is for demo purposes only. All other screenshots are from this client project.