Eigen X Case Study - The Y

Client Overview

Location: Conshohocken, PA, USA

Employees: 88,000 +

Industry: Non-Government Federation

Solution: Sales Cloud,​ Service Cloud, Form Assembly

Go-Live Dates: July 2022

The Y is a 501 (c)3 nonprofit organization. Founded in 1844, the Y provides crucial programs and services to more than 250,000 people every year. Through generous donations, they can provide more than $6 million in financial assistance to help members of their community get healthy and provide trusted care for their children. In the last 170+ years, the Y has grown tremendously and now engages with more than 10,000 communities across the US.

Challenge

• To create an online form where potential customers can request a tour of a YMCA location​

• Create separate forms for a tour requested on-site and a tour requested online​

• Capture important information from the customer such as location and interests​

• Populate connected Salesforce org with information submitted in the form

• Track information within Salesforce via reports and campaigns​​

• Configure data in a way that it can be utilized in Marketing Cloud

Solution

• Created forms in Form Assembly that captured all required information. One was created for on-site, while a separate one was created for online​

• Integrated the form with Salesforce to automatically sync the form on submission​

• Set up matching rules to ensure an existing contact was updated if certain criteria was met. If an existing record was not found, a new contact was created​

• Utilized the Contact, Opportunity, Campaign, and a custom object to capture all submitted information​

• Created reports and campaigns to seamlessly track all form submissions based on criteria such as interests selected and location​

• Tour request submissions are related to Contacts in Salesforce to allow for Marketing Cloud sends

Result

• Customers are now able to requests tours on the official Y website​

• After form submission, tour guides can see which interests were selected allowing for a better overall tour experience​

• Internal  Y team can now track all tour requests within Salesforce​

• Greatly improved the new customer experience allowing for a greater chance of membership​

• All tour information is easily accessible via Reports and Campaigns​

• Tour information can now be used in Marketing Cloud to allow for seamless communication to potential customers and new members