Casa Familiar, a trusted nonprofit in South San Diego County, partnered with Client Cloudcare to modernize its outdated, siloed systems and streamline client services. The project centered on implementing a custom Salesforce solution that unified operations, improved data accuracy, and enhanced the client experience across departments. With automated workflows, secure role-based access, and dynamic reporting dashboards, Casa now has a centralized platform that supports both day-to-day efficiency and long-term strategic growth.

 

INTRODUCTION

Casa Familiar, founded in 1973, is a nonprofit organization serving South San Diego County with a focus on the San Ysidro community. Originally started to assist Spanish-speaking residents, it has grown into a leading provider of over 40 bilingual programs across six sites, addressing areas like civic engagement, health, education, and the arts. With a holistic and adaptive approach, Casa Familiar remains committed to community advocacy and development, aiming to improve quality of life for low-income families across generations. Their services include social services, youth development and education, financial assistance, and environmental justice.

 

CHALLENGE

Casa Familiar was struggling with outdated technology and siloed operations. Their existing system was not effectively supporting their growing and diverse range of programs. One of the biggest challenges they were dealing with was their intake process. Their process included filling out paper forms and then manually entering that information into a system — draining both time as a resource and risking data entry errors.

This manual process also resulted in a disjointed client experience. With little interdepartment connectivity, clients needing multiple services had to restart the intake process at each department. The client experience was fragmented where it had the potential to be as holistic as the nonprofit’s philosophy.

These siloed operations also meant that extracting meaningful data was difficult. With inconsistent data fields between departments, analytics were time-consuming and vulnerable to error — making the process of applying for grants and evaluating program progress and effectiveness difficult. Finally, there was no single system capturing a full picture of each client’s journey — making it hard to understand impact, track engagement, or tailor services effectively.

Casa needed a solution that not only streamlined operations but offered deep, meaningful insights into their impact, program trends, and community needs.

 

SOLUTION AND RESULTS

Client Cloudcare led a deep-dive discovery that centered on understanding current workflows, designing for the future, and building a system that worked for everyone at Casa. By engaging multiple departments: social services, immigration, and financial services, Client Cloudcare mapped workflows and uncovered data needs to ensure the custom implementation would work for every type of real-world use case that Casa Familiar would encounter.

With a fresh start in mind, the Client Cloudcare crew undertook a massive data cleaning effort. Over 15,000 legacy records were scrubbed, duplicates were eliminated, fields were standardized, and processes for duplicate prevention were put in place—ensuring data integrity moving forward, knowing that clean and clear data would be crucial for funding efforts and tracking the effectiveness of different programs.

The custom Salesforce build then required specialized objects, fields, and page layouts. Each department—from social to financial services—received tools that reflected their specific needs within their workflows. So while departments would no longer be operationally siloed, they would still have workflows that were individually customized to their needs.

Building on this foundation, Client Cloudcare then focused on optimizing case management for Casa’s Social Services team. Automated workflows were introduced to streamline case tracking, assignment, and follow-up processes. A more intuitive interface and dynamic forms made the system easier and faster to use for caseworkers. Furthermore, considering the sensitive information that social workers can work with, Client Cloudcare implemented role-based access. This ensured sensitive client information remained protected while still enabling cross-functional collaboration where necessary. Each user saw only what they needed to see—nothing more, nothing less—maintaining security but ensuring usability.

Reporting capabilities were also greatly enhanced. Custom report types and dynamic dashboards were created to track everything from program engagement to event attendance with the ability to visualize key metrics. Tools like these empower both frontline teams and executive leadership to make data-driven decisions with confidence. Reports now include clear information on client demographics, service utilization, and outcomes, ensuring that the Casa Familiar can tell a compelling, data-backed story to funders.

Finally, Client Cloudcare focused on user adoption as another top priority. Detailed user guides and internal wiki pages were developed, complemented by in-person training sessions. Every role within the organization received customized views, workflows, and reports, avoiding a one-size-fits-all approach in favor of tailored solutions. Staff were trained on the new features and given channels for ongoing feedback, ensuring that improvements could continue long after deployment.

 

CONCLUSION

The result of this implementation is a foundation for Casa Familiar to scale their impact even further. Casa Familiar now has a centralized, flexible Salesforce system that delivers a seamless client experience — from first contact through services and follow-ups. The risk of redundant data entry and the need for paper forms was eliminated, saving time and improving accuracy. Departments were connected in their operations, creating the chance to see a client’s entire journey with Casa Familiar. Finally, with dashboards and reporting capabilities enhanced, grant applications, programmatic decisions, and community engagement can all be supported with data-driven insights.

This transformation equipped Casa Familiar to amplify its mission and deepen its community impact through smarter systems and strategic support. Casa Familiar continues to use Client Cloudcare as a consultant and as they grow their services and programs, Client Cloudcare is ready to support.