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21st Century Animal WelfareUSING TECHNOLOGY TO SAVE

LIVES

Cynthia Kopec

Vice President Marketing & Communications

Introduction

GOALS OF ANIMAL WELFARE TECH

>

Save Money

>

Save Time Save Lives

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Pain Points

BEFORE

FUTURE

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360˚ VIEW

A Word About Salesforce

Impressive Results

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4 YEARS AND COUNTING

And now for some real life examples

Example #1: Preventing Surrenders

Problem Solution

• Tracking surrender calls on Excel• Scripts were in folders on the shared drive• Reporting/analysis not good• Hard to keep data in sync• No way to improve scripts/approach with actionable data

• Implemented Salesforce Service Cloud to:• Track calls• Track open cases• Create & manage scripts• Continually improve scripts• Create reports with up to the minute analysis and analysis

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BENEFITS

• 300 animals successfully diverted from shelt

• Super easy implementation (2-3 weeks)

• Amazing reporting capabilities allow us to analyze where/what calls are coming in and which scripts are most effective• First step in 360 view of our constituents

• Easier to track open cases

• Better client service - can pick up conversations (tracking)

• Do more with less

• Easier to manage staff time and scheduling

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Example #2: Tracking Community Cats

Problem Solution

• Tracking feral cats, volunteers, and traps via Excel spreadsheet• Reporting difficult• Data quality terrible -contacting hard• Losing traps• Creating additional work for staff• Hard to understand

• Create database in Salesforce to track cats, volunteers, and traps!

BENEFITS

• Easy reporting

• More responsive to calls from the community

• Better information

• Colonies better served

• Proactive - know where to send trappers, where to focus community outreach• Developed Mammas from the Streets

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Example #3: Volunteer Visits

Problem Solution

• Tracking via paper• Shelter Medicine doesn't have full picture of issues

• Not all animals getting equal or timely visits

• Volunteers not communicating with each other

• Can’t indicate particulars of animal, particularly if animal has special needs or

• "Sojournal" our volunteer visit tracking database in Salesforce

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BENEFITS

• Easily identify who needs a walk

• Maps help locate animals quickly

• Track anything noteworthy from the visit

• Unexpected benefit: Matchmakers can use the system - easily identify animals that meet certain specifications (size, personality, age, etc.)• Two way communication between shelter medicine and volunteers (examples -type of leash, pop-up notes for exceptional medical/behavior issues, etc.)

• Extends PetPoint functionality (e.g. PetPoint’s “Behavior Test Results” field is not searchable)

Example #4: Electronic Kennel Cards

Problem Solution

• Paper kennel cards:• become outdated• are not engaging• cannot be updated in real time

• Always looked bad, with curling edges and scribbles

• Required frequent reprints

• Paper needs to be moved with the animal

• No marketing opportunities

• Pull all pet data from PetPoint into Salesforce, use to populate EKC, Website, etc.

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BENEFITS

• Easily switch shelter software

• Easily plug into external partners like Petf

• Transform & augment data outside of PetPoint

• Real time updates with photos, video, adoption status, location, and status of photo taking• Connected to Sojournal

• Revenue source: Can highlight donors

• Can promote animal specific messages and promotions

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Example #5: Program Management

Problem Solution

• Front end: Old custom system that no one knew how to change

• Back end: That familiar Excel spreadsheet

• Completely manual process

• Terrible customer experience with frequent mistakes -people thinking they were registered when they weren't, crying children, lots of calling people to

• Custom program management in Salesforce for Humane Education and Dog Training

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Program Management

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BENEFITS

• Information all in one place

• Staff can focus on their jobs rather than administration

• Safety/security improved - who is authorized for pickup

• Client info is in Salesforce - on track for 360˚ view• Faster/better client experience

• Integrated with website

• Donation opportunity at time of registration• Registration process more fair

• Integrated financial aid process & waitlist

• Adoptions can also sign people up for dog training at time of adoption

Lessons Learned

Notes of Caution

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Questions?