United Way of Dallas Collaborates with Accenture, Salesforce for Cloud Transformation

The collaboration to improve efficiency and drive community engagement.


United Way of Metropolitan Dallas (UWMD), an education-, health- and community-focused nonprofit serving Northern Texas, has successfully completed a cloud transformation project with Accenture, Salesforce and certified Salesforce partner Configero. The project aims to drive efficiencies in UWMD's business operations and to leverage data for donor engagement and retention. Specifically, UWMD has invested in cloud technology to get a complete view of its complex business processes, automate labor-intensive tasks and enable more internal collaboration.

"Our partnership with Accenture, Salesforce and Configero is a great example of how United Way is keeping pace with the rapidly evolving digital age to actively enhance and engage our internal team, donors and volunteer base," said Jennifer Sampson, McDermott-Templeton President and CEO of United Way of Metropolitan Dallas. "We can't rely solely on the traditional donor base. Digital allows charities to ef?ciently reach a new generation of donors. Our goal is to mobilize the North Texas community – using digital tools to connect casual observers to United Way's cause, and engage them as volunteers who ultimately become donors."

Having data in a single platform will help UWMD analyze and segment data to personalize the right experience at the right time for the right individual. This will help ensure that the funds UWMD receives from companies and individuals have more reach and impact across the community, impacting lives on a larger scale.

Internally, the project has also helped propel a stronger teaming culture for UWMD. Before this project, departments like Finance, Resource Development, Community Impact or Marketing operated independently. Each department used its own systems and technology for individual purposes. By using the Salesforce Platform and with Accenture's management of the deliverables, there is now an effective cross-pollination within the organization. As a result, UWMD has become more unified and operates as a stronger team. With the baseline back office system in place, UWMD can now accelerate customer-facing capabilities across marketing channels.

This cloud transformation project lays the foundation for a long-term digital strategy to create deeper engagement and foster richer relationships with the organization's donors and community in Dallas. The additional resources gained and more collaborative internal culture supported by better tools will now enable the UWMD to focus on more effective ways to reach new audiences.

In approximately one year, Accenture has transformed UWMD's operations with early results, such as:

  • Reduction in workload for critical operations, including the replacement of manual processes typically performed with paper forms/spreadsheets and automation of donor acknowledgement letters
  • Improved view of donor and prospect data in a single platform in order to better analyze data for reaching a wider audience and convert prospects into volunteers and donors and using more mobile and social capabilities for deeper community engagement
  • Tighter integration across its business units from automated workflows for processing donations

UWMD selected the Salesforce.org Nonprofit Success Pack, a suite of cloud-based tools specifically designed for charitable organizations, with Marketing Cloud-powered capabilities and the ability to create customized functionality for pledge processing and payouts. UWMD now can activate core capabilities, such as one source of truth for data, workflow automation and security and governance across key groups, such as Gift & Record Management, Customer Relationship Management, Marketing, Pledge Processing, and Accounting among others.

"Like many of Accenture's global clients, United Way of Metropolitan Dallas is transforming the way it works to better serve our community," said Jorge Corral, office managing director at Accenture Dallas. "I am proud that Accenture has been able to play a role in helping United Way fulfill its mission to change lives forever in North Texas."

Accenture was tasked with enhancing donor and prospect relationship management, streamlining end-to-end processes by eliminating manual processes where possible, and storing one version of truth for donors, prospects, and other key data. The completion of this project means greater efficiencies and visibility for United Way to manage its core operations, which in turn increases the organization's community impact.

"United Way of Dallas is undergoing an incredible digital transformation to better connect everything that matters on a single platform," said Lori Freeman, Vice President, Nonprofit Industry Solutions and Strategy at Salesforce.org. "By using Salesforce technology and through our partnership, United Way of Dallas can engage with their community in a more meaningful way."

"United Way has achieved incredible efficiency by moving to the Salesforce Platform, and the benefits will be reaped by both their team and the community they serve," said Jody Hamlett, President and CEO at Configero. "This is just the beginning though, and the team is proactively looking for opportunities to add new functionality and features to their Salesforce environment. Embracing one platform and going 'all in' on Salesforce unlocks possibilities for innovation that we are really excited about pursuing with them."

Accenture is a leader in helping organizations move to the cloud to take advantage of a new era of service delivery and flexibility, where applications, infrastructure and business processes are brought together and delivered as-a-Service. Accenture's Cloud First agenda offers comprehensive, industry-focused cloud services including strategy, implementation, migration and managed services, and assets including the Accenture Cloud Platform that can drive broader transformational programs for clients. Accenture has worked on more than 20,000 cloud computing projects for clients, including three-quarters of the Fortune Global 100, and has more than 44,000 professionals trained in cloud computing. The company has been innovating in cloud technology for over a decade and holds more than 200 granted patents and pending applications across its global cloud portfolio.

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While most companies recognize the value of a digitally enabled supply chain – empowered by new technologies like artificial intelligence, blockchain, big data and analytics ­– many chief supply chain officers (CSCOs) are not leveraging their C-suite counterparts to help reinvent the supply chain function and transform it into an engine of new growth models and customer experiences, according to new research from Accenture.

The research report, Drive Your Own Disruption: Is your supply chain in sleep mode?, reveals that the 900 supply chain executives surveyed were more likely to say that they see their function in two years as a cost efficiency driver (60 percent) or a support function (68 percent) than as a competitive differentiator (48 percent) or a growth enabler (53 percent) within their organizations, which can leave significant value on the table.

"Supply chain executives should take no comfort in being categorized as a support function," said Mohammed (Mo) Hajibashi, a managing director at Accenture and global Supply Chain lead in its Products industry practice. "In this digital era where customers demand speed to market and hyper-personalization, these executives need to ensure that their supply chain function is not only a key differentiator but also ensures the sustained growth of their organizations. The fast and efficient adoption of the right new technologies that enable a new way of working, along with increased C-suite engagement with the supply chain function, are the keys to achieving growth via new digital business models that create new customer experiences, craved by the consumer."

Accenture research found that 80 percent of the supply chain executives surveyed identify the chief information officer or chief technology officer – not the CEO, chief operating officer (COO) or chief financial officer (CFO) – as key stakeholders, even despite the major role the CFO has in making technology investment decisions and the COO's role in designing the operating model.

Furthermore, in many organizations, the supply chain isn't seen as a driver of differentiation and aggressive growth. Meanwhile, the CSCOs blame the absence of a clear business strategy (cited by 43 percent of CSCOs surveyed), together with an inadequately skilled workforce (48 percent) and incompatible legacy systems (44 percent), for their function's inability to drive value for the organization.

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According to the report, CSCOs have an opportunity to work with the full C-suite to overcome three core challenges – leadership, labor and legacy technology – and move their function toward better and more strategic partnerships that will provide the organization with increased value-driving potential.

  • Leadership. The CSCO will need to be better aligned with business strategy and build a new and productive working relationship with the executives responsible for long-term digital investment: the CFO and COO.
  • Labor. CSCOs need to build a workforce that focuses on core supply chain workers, "adaptive" (part-time and on-demand) workers and artificial intelligence / robotics — all working together to drive productivity at speed. The CSCO will also need to leverage their C-suite connections to secure support for a reskilling strategy founded on continuous learning.
  • Legacy Technology. Digitally decoupling legacy systems provides a less-resource-intensive and more impactful way to drive agility than spending on new, more compatible systems. CSCOs can start by decoupling data from their legacy IT systems, replicating it and moving it, in real time, to cloud-based data "lakes" that are accessible to customers.
To find out more about the report, visit Accenture.com/wakeupyoursupplychain. Join the conversation at @Accenture #supplychain and #wakeupyoursupplychain.