Duke of Edinburgh Canada

Full digital transformation from income generation to running operations, service and support.

Company

Duke of Edinburgh Canada

Date

March 2022

Industry

Charity

Services

Fundraising, Operations and Service/Support

Working with GravityLab is a great way to start your Salesforce journey. Their team provided us pivotal insight, technical knowledge and tools to have an exception implementation.

Duke of Edinburgh has a rich heritage across Canada since 1963. Their core purpose is to challenge, empower and recognize young people between the ages of 14 and 24. They do this by taking young people well beyond the traditional classroom four-walls and helping them discover a talent, trait or passion at which they can excel, giving them the confidence to take their future in stride. 

Based on the work GravityLab had completed for Duke of Edinburgh New Zealand, Australia and the UK Canada reached out to automate their processes.

They were looking for long term growth in four key areas

1. Fundraising

We helped increase their fundraising through:

  • Powerful donation tracking – against people and campaigns
  • Major donor processes
  • In-kind giving
  • Bequests
  • Automated thank you messages and receipts 

2. Licence Management

We set up custom processes to track the licensing of award units and track their renewal/expiration.

3. Registrations and Payments

Simliar to what we did for other countries we helped streamline and automate their membership management. This included:

  • API integration with their custom platform
  • Payment gateway setup
  • Syncing all the participant data in one place
  • Payment reminders and tracking of each membership

4. Service and support

We focused on excellent customer service and provided:

  • Aligning one view of customer interactions 
  • Automated routing to agents
  • Manage and automate escalations
  • Email integration and automated case emails
  • Clear dashboards to manage SLAs
  • Online forms 
  • Survey Automation
  • Multiple languages

“Working with GravityLab is a great way to start your Salesforce journey. Their team provided us pivotal insight, technical knowledge and tools to have an exception implementation.”

– Troy Herman, Programme Director

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