Creating Efficiency and Success with CRM

The Client

The Senior Source represents the primary aging services organization serving the Dallas metropolitan region — the definitive resource addressing age-related concerns. Older adults and their families access assistance for financial guidance, transportation solutions, prescription support, social engagement, and companionship services. The organization provides volunteering channels, employment pathways, community leadership connections, and additional support.

The Challenges

Technological Obsolescence: Client information resided across multiple instances of Microsoft Access 2000. On-premises servers approached maximum capacity, becoming expensive to sustain. Field-based Case Managers had restricted smartphone access, contributing to operational inefficiencies — they typically returned to offices to manually re-enter case documentation into Access databases.

Multiple Reporting Streams: Volunteer administration occurred through ad-hoc processes without centralized agency-level visibility.

Regulatory Constraints: Compliance requirements severely limited technology use cases, including HIPAA Omnibus Final Rule and Texas Health and Safety Code amendments.

Mobile Access Limitations: The organization aspired to equip Case Managers with tablet computers but lacked sufficient infrastructure.

The Solution

Overall IT Modernization: BTH consolidated nine independent siloed programs into a single Salesforce-based platform, achieving agency-wide integration.

Hardware Transitions: Migration from desktops to laptops, legacy messaging to Office 365, local storage to cloud. Eliminated all on-premises Exchange and file servers. Implemented OpenDNS Umbrella, Enlocked for encryption, outfitted Case Managers with iPads with Apple MDM.

Salesforce NPSP Deployment: Agency-wide contact database, Salesforce Chatter for real-time communication, Workflow for collaboration and task management, reminders and scheduling tied to client records, automated problem reporting and IT Support task assignment. Additional: Volunteers for Salesforce app, Circe software for case and program management, migration of all Access 2000 databases, customized Salesforce CRM for email marketing, integration with Constant Contact.

The Results

For Case Managers:

• Real-time data accessibility from any location
• Increased face-to-face client interaction time
• Team collaboration
• Caseload scheduling and management
• Time tracking
• Simplified compliance through e-signature

For Program Managers:

• Enhanced productivity through streamlined reporting
• Improved caseload management
• Greater invoicing accuracy
• Consolidated program documentation
• Simplified service scaling
• Regulatory compliance streamlining

For the Agency Overall:

• Increased employee satisfaction
• First-time achievement of agency-wide data and dashboards in unified location
• Reduced IT complexity
• Improved donor reporting
• Faster service launch execution
• Enhanced scaling capacity