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Circling in on Customer Success with Pro Bono Support

By Barb Smeltzer March 3, 2016

Toronto Pro’s philanthropic model focuses on giving a hand up to the nonprofit partners we work with around the globe, including 28,000+ customers we support with our technology, enabling them to increase their impact and accelerate their mission. But Salesforce implementation challenges and busy schedules can get in the way, especially with early adoption. That’s when providing customer service with success in mind is key!

As part of our ever expanding pro bono program, our Toronto Salesforce team hosted Canada’s first Customer Success Clinic for small to medium sized nonprofit and higher education customers on February 25, on-site at the 10 Bay Street office. In total, 13 attendees from 12 different organizations attended to learn how to maximize their efficiency with Salesforce technology. Lead by Customers For Life Success Manager and pro bono volunteer Matthew Horton, the clinic was built around the Circles of Success program which addresses individual customer topics on a regular basis. By bringing customers on-site, for individual attention, challenges can be worked through with an action plan for future support.

Pro Bono in TorontoThe day kicked off with Sam Sher, a Salesforce Administrator from MARS Discovery District, who spoke about his organization’s customer journey and provided tips to attendees starting out. “I enjoyed meeting other nonprofits, seeing where they are and what they are doing,” shared Sher. From there Marie Duplessis, Principal Success Manager presented on the world of customization and making Salesforce work for you and your organization. “Pro bono volunteering is an easy way to give back for me,” explains Marie. “The skill set comes naturally to me, but the knowledge is out of reach for so many nonprofits.” Working to bridge that knowledge gap, the clinic concluded with 15 pro bono volunteers being paired with one organization each to address their hot topics.

The next quarterly clinic will be offered in Toronto in May with plans to expand to Vancouver.

Get more information on our pro bono program to apply as a volunteer or customer.

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