UK charity grants wishes for more critically ill children

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500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-0-top-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-30-top-lg img-bleed-right " alt="Make a wish logo" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_gb/www/images/logo-make-a-wish-uk.png"/> </div> </div> <div class="headingComponent parbase section"> <p id="customer-snapshot" class=" h4 text-stratus text-left salesforce-sans-bold margin-30-top-lg margin-20-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> Customer Snapshot </span> </p> </div> <div class="headingComponent parbase section"> <h1 id="uk-charity-grants-wishes-for-more-critically-ill-children" class=" avantgarde-l text-stratus text-left avant-garde-demi margin-20-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> UK charity grants wishes for more critically ill children </span> </h1> </div> <div class="headingComponent parbase section"> <h2 id="make-a-wish-uk-brings-magic-at-scale-with-digital-journey-and-volunteer-portal" class=" avantgarde-m text-stratus text-left avant-garde-demi margin-20-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Make-a-Wish UK brings magic at scale with digital journey and volunteer portal </span> </h2> </div> <div class="labelSmallComponent headingComponent parbase section"> <div id="time-to-read-29-minutes" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Time to read: 2.9 minutes </span> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-top-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="step1" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> About the Company </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> Make-a-Wish UK is a charity that creates magical experiences for children with life-limiting conditions. It works with donors, communities, volunteers, partners, and medical professionals. </div> </div> <div class="headingComponent parbase section"> <h2 id="step1" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> Summary </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> Make-a-Wish UK empowers wish granters to be 37% more efficient while automating admin, email journeys, and empowering volunteers to sign up via a portal. </div> </div> <div class="headingComponent parbase section"> <h2 id="step1" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> The Challenge </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p><b><i>Manual processes make it difficult to scale the wish granting journey to reach eligible children.</i></b></p> <p>Granting wishes should be as magical as it sounds – creating special experiences for families with support from communities, donors, volunteers, medical professionals, and partners. But doing this at scale is challenging.</p> <p>Make-a-Wish UK didn’t have a digital end-to-end wish journey – instead, wishes were tracked on paper, donors were managed in a clunky, outdated system, and costs were logged separately. When someone donated a gift in kind, there was no standard way to track it or allocate it to a particular wish.</p> <p>Around 63,000 UK children with life-limiting conditions are eligible for a Make-a-Wish Foundation experience. To meet this demand, the charity needed to scale up its wish-granting capabilities and attract more donations.</p> </div> </div> <div class="headingComponent parbase section"> <h2 id="step2" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> How Salesforce Helps </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-30-bottom-lg text-size-default line-height-32 "> <p><b><i>Sales Cloud supports the wish granting journey from referral to reality.</i></b></p> <p>When a child is nominated for a wish, the referral comes into <a href="/uk/products/sales-cloud/">Sales Cloud</a> as an opportunity. The child makes three wishes, which are qualified based on eligibility, medical, and schooling considerations, and one is chosen to progress.</p> <p>Wish granters log every aspect of the wish on the Einstein 1 platform, including risk assessments. ‘eRisk’, as it’s known, is a custom object that Make-a-Wish UK built on Einstein 1 and connected to a third-party risk assessment solution. It captures all the information needed to bring different kinds of wishes to life.</p> <p>Although carrying out risk assessments is a new responsibility for the wish granting team, digitalising the wish journey empowers them to manage up to 110 wishes per year compared to 80 when they were handled manually.</p> <p><b><i>Funds and gifts in kind are tracked in Einstein 1 via integrations and custom objects.</i></b></p> <p>Make-a-Wish UK tracks the costs associated with each wish in its ERP system, which is integrated with Sales Cloud to create 360-degree visibility. Funds and gifts in kind are also tracked in Sales Cloud, thanks to support from JP Morgan. As part of its Force for Good initiative, the bank set up ‘Promise Objects’ to track donors committing to help on a specific wish. JP Morgan’s team used <a href="https://trailhead.salesforce.com/">Trailhead</a> to learn how to do this.</p> <p>And to make it easier to capture donations from third parties, Make-a-Wish UK connected <a href="https://www.salesforce.org/nonprofit/">Salesforce for Nonprofits</a> with sites like JustGiving.</p> <p><b><i>Experience Cloud portal empowers volunteers to self-manage and sign up to help out.</i></b></p> <p>Volunteers play a huge role in making wishes happen. Instead of being phoned with opportunities, they self-manage in Wishforce, a volunteer portal built on <a href="https://www.salesforce.com/uk/products/experience-cloud/overview/">Experience Cloud</a>. Volunteers can see activities in their area, including rush wishes that need to be prioritised, thanks to <a href="https://www.salesforce.com/uk/sales/mapping-software/">Salesforce Maps</a>. They then sign up with one click to support a wish and kick off a discovery call. Each interaction and step is tracked in Einstein 1.</p> <p><b><i>Einstein 1 flows and templates automate communications with donors and families.</i></b></p> <p>The organisation’s IT team set up flows and templates to automate communications with donors and families. The workflows pull contact lists into templated emails that have a personal touch added by hand before they’re sent. For example, families are sent surveys at three points throughout their wish journey to capture feedback on the experience, and one impact survey three months after the wish has been granted. Their responses are pulled in via an AppExchange app and the data is visualised in Salesforce to make it easy to digest.</p> <p>The company also uses flows to acknowledge gift-in-kind donations and to keep in touch throughout the donor journey. It also wants to find new ways of connecting with families, volunteers, and partners by integrating solutions like WhatsApp to Einstein 1.</p> <p><b><i>Real-time dashboards reveal insights to identify opportunities for improvement.</i></b></p> <p>Make-a-Wish UK monitors everything from fundraising sources and engagement to the number of gifts in kind in real-time dashboards. These insights help the organisation identify areas for improvement.</p> <p>Now that it’s seen the power of data, Make-a-Wish UK is looking at how to use artificial intelligence and <a href="/uk/products/data/overview/">Data Cloud</a> to uncover deeper insights into which activities bring in the most income, for example. </p> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="share-story" class=" h3 text-stratus text-left salesforce-sans-bold margin-30-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Share Story </span> </h2> </div> <div class="socialMediaSharingComponent section"> <div> <div class="share-icon-row margin-10-bottom-lg"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/uk/resources/customer-stories/make-a-wish/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=2024101" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a class="twitter" target="_blank" href="https://twitter.com/intent/tweet?url=https://www.salesforce.com/uk/resources/customer-stories/make-a-wish/&text=UK%20charity%20grants%20wishes%20for%20more%20critically%20ill%20children&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="UK charity grants wishes for more critically ill children"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=2024101" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a target="_blank" href="https://www.linkedin.com/cws/share?url=https://www.salesforce.com/uk/resources/customer-stories/make-a-wish/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=2024101" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> </div> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center hidden-xs" style="height:2px;width:100%;"></div> </div> <div class="headingComponent parbase section"> <h2 id="products-used" class=" h3 text-stratus text-left salesforce-sans-bold hidden-xs " style="; 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"> <span class=" header-text "> Demo </span> </h3> </div> <div class="headingComponent parbase section"> <h4 id="succeed-now-with-salesforce-for-nonprofits" class=" h4 text-cirrus text-left salesforce-sans-regular hidden-xs hidden-sm hidden-md hidden-lg " style="; "> <span class=" header-text "> Succeed now with Salesforce for Nonprofits. </span> </h4> </div> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper bg-center-bottom bg-cover column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper column-container-image lazy bg-center-bottom bg-cover" data-src="//www.salesforce.com/content/dam/web/en_is/www/images/misc/country-companyname-customername-inline-quote-image-2000px.png"> </div> </div> <div class="visible-md"> <div class="columns-wrapper column-container-image lazy bg-center-bottom bg-cover" data-src="//www.salesforce.com/content/dam/web/en_is/www/images/misc/country-companyname-customername-inline-quote-image-2000px.png"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper column-container-image lazy bg-center-bottom bg-cover" data-src="//www.salesforce.com/content/dam/web/en_is/www/images/misc/country-companyname-customername-inline-quote-image-2000px.png"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper column-container-image lazy bg-center-bottom bg-cover" data-src="//www.salesforce.com/content/dam/web/en_is/www/images/misc/country-companyname-customername-inline-quote-image-2000px.png"> </div> </div> <div class="container"> <div class="row columns-wrapper xs-min-height-500" style="min-height: 500px; 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper xs-min-height-400" style="min-height: 100px; 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-6-ten col-lg-6-ten"><div class="headingComponent parbase section"> <div id="with-salesforce-we-can-reach-more-eligible-children-and-give-them-an-unforgettable-experience" class=" avantgarde-lgr text-stratus text-left avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> “With Salesforce, we can reach more eligible children and give them an unforgettable experience.” </span> </div> </div> <div class="headingComponent parbase section"> <div id="navin-motwani" class=" avantgarde-medium text-stratus text-left avant-garde-demi col-xs-12 col-sm-12 col-lg-12 margin-10-top-lg margin-40-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Navin Motwani </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-10-top-xs margin-50-right-lg margin-10-bottom-lg text-size-default line-height-default "> Digital Product Owner<br /> Make-A-Wish UK </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-4-ten col-lg-4-ten"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-bottom-lg " alt="Navin Motwani, Digital Porduct Owner, make-a-wish UK" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_gb/www/images/quote-make-a-wish-cs.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg margin-30-top-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="headingComponent parbase section"> <h2 id="the-salesforce-difference" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin--30-top-lg margin--30-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> The Salesforce Difference </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> The Einstein 1 platform gives Make-a-Wish UK great functionality out of the box and the ability to customise the solution to support a unique use case – the wish granting journey. It also comes with great security features such as Field Audit Trail, which tracks when records are updated, and the organisation found a solution called OwnBackup on the AppExchange to enhance data protection. Sandbox is also useful to provide clean, anonymous data to partners working on the system, so Make-a-Wish UK can innovate without compromising on data protection. </div> </div> <div class="headingComponent parbase section"> <h2 id="the-results" class=" avantgarde-lgr text-stratus text-left avant-garde-demi col-lg-11 margin-40-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> The results </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid margin-20-top-lg margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-cirrus bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-center col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-snow metric-lg margin-30-top-lg margin-0-right-sm margin-0-left-sm stat-1 " data-equalize="stat-1"> <p class="value text-center">37<span class="symbol-trailing">%</span></p> </div> </div> <div class="headingComponent parbase section"> <p id="increase-in-wishes-handled-per-person" class=" h4 text-snow text-center salesforce-sans-bold margin-10-top-lg margin-30-right-lg margin-30-right-md margin-0-right-sm margin-40-bottom-lg margin-30-left-lg margin-30-left-md margin-0-left-sm " style="; "> <span class=" header-text "> increase in wishes handled per person </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-stratus bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-center col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-snow metric-lg margin-30-top-lg margin-0-right-sm margin-0-left-sm stat-1 " data-equalize="stat-1"> <p class="value text-center">60<span class="symbol-trailing">%</span></p> </div> </div> <div class="headingComponent parbase section"> <p id="of-wish-journey-automated" class=" h4 text-snow text-center salesforce-sans-bold margin-10-top-lg margin-30-right-lg margin-30-right-md margin-0-right-sm margin-40-bottom-lg margin-30-left-lg margin-30-left-md margin-0-left-sm " style="; 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