Eigen X Case Study - National Philanthropic Trust

Client Overview

Location: Philadelphia, PA, USA

Employees: 201-500

Industry: Education Management

Solution: Sales Cloud, Service Cloud, Community Cloud, Box.com, Conga Composer

Go-Live Dates: On Going

NATIONAL PHILANTHROPIC TRUST (NPT) is a public charity dedicated to providing philanthropic expertise to donors, foundations and financial institutions, enabling them to realize their philanthropic aspirations. There mission is to increase philanthropy in society, having made more than 492,000 grants totaling $17.5 billion to charities all over the world. They rank among the largest grantmaking institutions in the United States.

Challenge

  • Overcoming challenges related to automating and streamlining processes to improve efficiency​

  • Successfully deploying Lightning functionality for Case Management to drive user adoption​

  • Addressing limitations in the current state security, including profiles, roles, permissions, and implementing recommended enhancements​

  • Troubleshooting and resolving issues with complex business processes built on the Salesforce platform​

  • API Management and creation limitations with legacy platform​

Solution

  • Worked through intricate business requirements to more effectively manage Case Management​

  • Built out custom Email to Case Routing based on content of email using custom metadata, apex, and native salesforce automations to handle cases between various NP Trust groups​

  • Enhanced queue based routing based on record types, along with custom LWC to help with email thermalization for Salesforce users​

  • Created new API Management templates and advised on best practice for new MuleSoft implementation​

  • Ensured that Salesforce Case object data was visible on the proper dashboards & reports​

  • Lead changeset management from development environments to production while acknowledging SSO

Result

  • Quantified decrease in the amount of manual case creations by Salesforce users​

  • Business documented day to day processes in order in order to give us the requirements we needed​

  • Data governance enhanced through tightened security throughout the entire organization, generating more case reliability and trust with client data​

  • API Management fully migrated from legacy solution to MuleSoft​

  • Deduced a plan for future business processes to streamline functionality with fast changing requirements and challenges