Overview

Founded in 2012, the Commit Foundation helps service members and veterans find personal and professional fulfillment after military service. By challenging veterans to focus deeply on their values and skills, Commit’s personalized programs assist veterans in identifying and finding career opportunities that align with their passion, expertise, and geography. Commit’s coaching program relies heavily on a complex lead management system. With the help of Client Cloudcare, the lead management system was rebuilt, streamlined, and automated, allowing coaches more time to focus on their mission.

Introduction

The Commit Foundation focuses time and resources to empower our nation’s heroes through a high-impact, individualized approach; providing military-to-civilian transition services, one-on-one coaching, and professional network connections. While many veteran service organizations exist and provide valuable services, numerous transitioning veterans still fall through the cracks due to lack of camaraderie after service, loss of identity, and the uncertainty of translating military skills to civilian life. Commit aims to help alleviate this problem by filling three important gaps seen in transitioning service members: Information, Confidence, and Imagination.

Through this unique approach and a devotion to quality over quantity, program participants have found measurable success in their personal and professional lives, with ninety-eight percent of participants stating that they would recommend Commit to their friends or colleagues.

The Challenge

The cornerstone of Commit’s success lies in its individualized coaching program. While there are many similarities between program participants, Commit realized early on that their differences required a more personal approach and that paying unique attention and giving time to each individual participant was paramount.

Commit was doing a great job of using the native Salesforce features to distribute incoming program candidate leads. While assigning leads via the native functionality is suitable for many organizations and can be a game changer in itself, Commit really needed something more. In Commit’s case, the choice between a queue where the coaches could pick and choose who to help next or a simple round robin where an incoming lead would automatically route to the next coach in the pipeline in a set order didn’t fully fit their needs. Commit was always determined to help their participants and found workarounds to keep things going, but that ate up valuable resources and they often worried about whether they were doing everything they could. With a little help from Client Cloudcare, veterans and service members can now get help from the right Commit coach sooner.

Client Cloudcare’s relationship with Commit began developing even before C2 was officially formed and exists still today. Our crew works directly with Commit and has aided in streamlining their process in their Salesforce CRM and automating what was once a more repetitive and tedious process.

Solution

After recognizing the need to build and streamline lead assignment alternatives, Client Cloudcare met with Commit for a deep dive into the issue and to gather requirements. A solution was required that fulfilled the following needs:

• Assignment of applications to coaches only when applications are complete
• Equal distribution of leads to coaches based on unique criteria used to determine time needed to complete
• Automation of lead assignment

Client Cloudcare recognized that an Advanced Round Robin approach would better suit Commit’s needs, provide an equal and equitable distribution of leads, and be able to accommodate for the custom processes currently in place. The Advanced Round Robin solution was built using a custom setting record with a ‘MOD(number/divisor)’ formula. A flow was created to access the custom setting record and configured to assign incoming, completed applications to the next coach in line, instead of coaches choosing the leads themselves.

Rather than just fulfilling the basic requirements, Client Cloudcare knew that the solution would also need to be scalable, while anticipating future growth. The Advanced Round Robin solution was built in a manner in which tier levels can be altered or added, coaches can be dynamically added or removed based on availability, and the solution can be easily replicated and adjusted to address future requirements and growth.

Conclusion

Client Cloudcare is a mission-oriented organization, committed and passionate about supporting organizations that provide vital and uplifting services to the community. After implementing the Advanced Round Robin solution, Commit’s coaches noted the ease of the new process and that more time was available to support veterans, service members, and their families.