Cloudy sat in the front row of a packed house at Dreamforce 2016 to hear how one New York nonprofit is using Salesforce in a unique way to drive their mission. The Center for Employment Opportunities (C.E.O) provides employment training, job placement, and support to men and women with recent criminal convictions. By providing these timely and targeted services, they have been able to show impressive reductions in recidivism and increases in post-conviction employment.
C.E.O. Chief Operating Officer Brad Dudding shared how a recent staff reading exercise led to a big shift in how C.E.O. approaches the concept of constituent feedback, and how an amazing Salesforce app helped them make the change.
The book they read is “Thanks for the Feedback” by Douglas Stone and Sheila Heen. Cloudy checked it out at the library, and recommends it highly as a resource for individuals or organizations that want to improve their relationships with teammates, board members, funders, or constituents. (Hint: that’s all of us!!) The notion of giving and receiving feedback can have a negative connotation as a source of stress and conflict, but according to the authors, it doesn’t need to be this way. Learning to solicit and respond to feedback constructively can instead be an engine for personal or organizational growth and energy!
Taking this learning to heart, the C.E.O. team determined that their existing strategy for collecting and responding to constituent feedback needed some work. They had an existing feedback survey, but they needed to improve the response rate. They also needed to reduce the turnaround time on feedback, so that problems could be addressed in a timely fashion, and constituents would feel heard.
The Salesforce solution to their problem was Mogli (Mobile Global Impact) SMS from Tact. Mogli is a Salesforce native SMS texting app that allows users to send automatic, 1-off, or mass texts to leads and contacts.
C.E.O. started using the app to send SMS surveys to their constituents’ cell phones:
- The surveys could be simple (linear) or have branching logic depending on respondents’ answers
- The responses flow directly into Salesforce in real time
- Responses can be viewed directly on the individual lead or contact record
- Aggregate responses can be reported across the organization
This app is so easy to set up and use that Brad was able to quickly send out a text survey to the presentation attendees in the room, and within a few minutes we were watching the audience responses flow into their salesforce demo dashboard!
By moving their survey process to Mogli, C.E.O. saw a huge improvement in the response rate to their constituent surveys. As a result, they were able to respond to individual issues and problems quickly. Additionally, the aggregate data allowed them to better understand what was working, and to demonstrate their progress to their board and funders.
If you would like to talk about how an app like Mogli SMS could work for your organization, Contact Us!
Read about a few of Cloudy’s other favorite apps: