When an organisation is run entirely by volunteers, making processes as simple as possible is essential. De Zonnebloem is a not-for-profit that organises accessible holidays and activities for people who are physically limited. The product and services team manage the bookings and expeditions volunteers run the holidays. But with a number of legacy systems that didn’t connect it was difficult for volunteers to manage efficiently.
Creating visibility in an end-to-end customer journey
Throughout the customer journey, it is essential for volunteers to have sight of schedules and requirements for individual customers, especially medical and accessibility requirements. In 2021 Gen25 began work to with de Zonnebloem to create an end-to-end customer journey that connected seamlessly via Salesforce and allowed volunteers the visibility they needed to provide safe and enjoyable experiences for their customers.
To do this was no simple task, it involved multiple integrations, imports from various legacy systems and new processes, as well as working with a team that mostly worked part-time. The challenge was one we relished.
Unifying integrations for a complete experience
Gen25 integrated the core capabilities of Salesforce as well as its Community Cloud and our own Booker25 booking system and Subscription25 invoicing integration. For the first time, due to a new partnership with the FinDock payments system, we also created a connector from Subscription25 to FinDock. This allows de Zonnebloem to create bundle packages as customers add their requirements during booking (travel, accommodation, insurance etc) and to effortlessly invoice and accept payments through Salesforce.
De Zonnebloem’s finance structure is such that each department of the organisation has its own bank account accepting payments for its services – insurance accept insurance payments, holidays accept holiday payments etc. With the FinDock connector in place, De Zonnebloem’s formerly laborious manual process to connect the dots and apply the payment to the correct department is now fully automated, saving countless administrative hours.
A fast, easy-to-use and accessible application
Having previously worked with a system which was slow, awkward and only available on desktop, volunteers now benefit from a Cloud-based system that is accessible via any device, and which requires minimal onboarding time.
In Community Cloud, visibility can be restricted to only what the volunteers need to see, keeping processes as simple as possible for them while maintaining customers’ data protection.
De Zonnebloem’s use of Community Cloud extends further than managing its customers’ needs, by allowing volunteers to communicate their preferences too. If they would rather work in the restaurant or behind the bar, for example, they can add a note in the community. Volunteer managers can then create a really simple overview report that shows where all of the volunteers would like to be situated in any given shift.
Limitless reporting capabilities
That’s just the tip of the iceberg when it comes to reporting, with virtually any query being satisfied through an automated report: insights into which payments are still open, passenger lists, or details of which customers need wheelchair access, for example.
De Zonnebloem “enriches the lives of people with a physical disability and that of its volunteers by making social and recreational activities possible”. We’re proud to be helping them achieve their mission by improving the accessibility of their services and the ease in which they are provided.