How do you manage an exponential increase in demand placed on your infrastructure virtually overnight? Since shelter-in-place in California was enacted and the ensuing unemployment rate has impacted so many residents, Second Harvest of Silicon Valley went from feeding 270,000 people in February to now feeding over 500,000 people every month. At its height, the number of calls to their Food Connection hotline went from ~200 per day to well over 1000 — and demand has not slowed down. How have they changed business processes and their Salesforce Nonprofit Success Pack (NPSP) configuration to keep up, without breaking existing functionality?
Kelly Smith, Senior Manager, Business Analysis and Process Improvement at Second Harvest, shares the challenges and solutions.
Can you describe your biggest challenges?
Kelly: The biggest challenge is having to change business processes and the supporting Salesforce NPSP configuration very quickly. In addition, many employees switched to working from home, which makes keeping everyone in
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