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Eigen X Case Study- The Y

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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.