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Year End Donations Fund Running Water

Case Study

Strategic Salesforce Customization

Partners In Health

Responding to the moral imperative to provide high-quality health care globally to those who need it most.

The Challenge

Based in Massachusetts, Partners in Health (PIH) is a social justice organization seeking to make healthcare available to each and every person.

Accordingly, PIH forges partnerships with leading medical and academic institutions, governments, foundations, corporations, donors, and other supporters. A network of this magnitude requires timely, ongoing communications to secure vital support, from monetary to service delivery and advisory.

However, PIH efforts to do so were severely hampered by a poorly implemented Salesforce instance.

PIH’s implementation issues ranged from inconsistent data migration, to configuration challenges, to automations that needed significant troubleshooting and clean-up. This meant that PIH wasn’t able to rely on their own data for decision-making or for communicating with their complicated support network.

As a result, platform adoption across the org declined, further widening the data gap.

To get PIH’s Salesforce back on track, we needed to answer three primary questions:

  1. How can we strengthen PIH’s Salesforce data quality and reporting?
  2. How can we create admin-friendly configurations that encourage adoption across both fundraising and operations teams?
  3. How can we balance PIH’s immediate delivery needs with long-term platform sustainability?
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Our Solution

What began as a targeted improvements project has evolved into a long-term relationship with PIH where we address both immediate delivery projects and ongoing, iterative optimizations.

We assess PIH’s current-state workflows, clarify requirements with stakeholders, implement maintainable solutions, and reinforce adoption through documentation, training, and release discipline so PIH can scale confidently.

Solutions Examples

We implemented HubSpot Marketing Hub alongside the Salesforce CRM rollout, enabling a real-time data sync between PIH’s CRM and marketing systems.

We overhauled complicated and conflicting Apex code on Contact, Account and Opportunity records, refactoring flows to streamline automation and track recurring giving and donor giving streaks.

Leveraging smart content, engagement scoring, and subscriber status automation, we built a solid foundation for PIH’s segmentation and personalization, improving targeting and sender health.

We provided Fundraise Up integration support, upgrading configuration documentation, data mapping, and testing to protect reporting capabilities throughout the project.

We implemented a solicitor crediting redesign that reduced reporting complexity (OCR), improved attribution workflows, and clarified lookup/field strategy for sustainability.

Through implementing configuration improvements and flow testing, we enhanced PIH’s recurring donor program, supporting operations for this critical donor segment.

We continually improve data quality and governance with duplicate/matching rule reviews, ongoing triage, and system health improvements.

We support operations with Salesforce troubleshooting, release discipline, documentation and training to reinforce adoption across teams.

The Results

With clean, reliable data at their fingertips, PIH is now able to confidently make decisions faster without sacrificing long-term platform sustainability. Their CRM remains stable and duplicate-free, reliably serving the needs of both fundraising and operations teams.

Now in our seventh project together, PIH has established a steady-state partnership with CauseMic that provides:

  • Roadmap planning
  • Prioritization
  • Continuous system health improvements
  • Responsive troubleshooting

Together, we’re making sure that PIH gets the most out of their Salesforce instance today and every day after.

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“The CauseMic team is a delight to work with. They're very organized which helps my team keep on track with our share of work in each project, they outline multiple solutions with pros and cons for each so we can make an informed decision about which solution to implement, and they're flexible when new priorities emerge unexpectedly.”

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Tracey Mullane
Director, CRM Strategy & Optimizations

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