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The Homeless Prenatal Program is a nonprofit organization serving the pre- and postnatal needs of homeless women and their families in the San Francisco area.
Accenture helped Homeless Prenatal create the more efficient operating processes and advanced technology capabilities it needed to continue meeting the needs of its clients and donors.
As a result of these improvements, implemented through a comprehensive change management program, Homeless Prenatal has achieved high performance by becoming more "customer-centric”—able to manage critical relationships more effectively and positioned to offer new and expanded services in the future.
With its number of clients increasing every year, Homeless Prenatal realized that it needed to operate more efficiently and sought to improve its infrastructure to help meet the greater needs of this growing client base with the same (or potentially fewer) resources.
Leveraging technology was not one of Homeless Prenatal’s strengths, and the organization was challenged to identify and fund the technology investments that it needed to enhance its efficiency. Homeless Prenatal had separate in-house databases to store client and donor information. The systems were not scalable, and their capabilities had not kept pace with Homeless Prenatal’s growing service and fundraising needs, which had become increasingly complex.
Case management staff found the systems unreliable and difficult to use; therefore, they did not update them as consistently as was required to serve the organization’s clients. Lack of available training time, coupled with limited computer skills of most of the client-servicing staff, exacerbated the challenges of maintaining accurate data.
Working closely with Homeless Prenatal leadership and staff members, Accenture identified and implemented key improvements to Homeless Prenatal’s donor management and case management operations. Accenture supported these improvements by implementing a new application based on the Salesforce.com platform and Convio’s Common Ground software, with a customized implementation of Force.com. The new system, known as HENRI, has made it possible for Homeless Prenatal to collect and track information about clients and donors—individual, government and corporate—using a single system.
In addition to configuring HENRI and Common Ground, Accenture managed a data cleansing of all of Homeless Prenatal’s legacy client and donor data. That material was converted to Salesforce.com, so that on the go-live date, case management staff and the fundraising team had ready access to all historical data.
Accenture recognized that user adoption would be critical for Homeless Prenatal to move successfully to the new processes and technology. Accenture designed and managed a comprehensive and creative change management program. This program focused on building awareness, ownership and skills among Homeless Prenatal’s end-user community.
Employees at all levels of the organization were involved in the requirements-gathering sessions, focus groups and design reviews. Communications were published several times per week through a variety of channels, including e-mails, team meetings and posters, to ensure that staff understood the scope of the changes coming before they got to the classroom for training.
Accenture developed and delivered three weeks of end-user training, customized by role, and provided comprehensive job aids, training manuals and readiness assessments, so that Homeless Prenatal was prepared to take full advantage of HENRI.
Accenture’s work with the Homeless Prenatal Program has resulted in significant benefits, both tangible and intangible. The Salesforce.com and Process Excellence Project has allowed the organization to make significant advances toward achieving high performance.
After implementation, frontline employees reported a time savings of 50 percent on core work processes. Nearly all of the repetitive paperwork that had encumbered client-facing time was eliminated.
Client and donor information previously stored in staff members’ paper and mental notes are now easily and quickly retrieved using HENRI. The system also presents users with a convenient snapshot of each client’s most pressing needs along with a complete history of meetings, services received and program referrals.
The staff has adopted Salesforce.com and incorporated it into their daily work. Today, the HENRI system is allowing Homeless Prenatal employees to make the most of their professional knowledge and expertise—building new, market-relevant skills. In addition, employees are using the enhanced capabilities for donor and case management to make a bigger impact on Homeless Prenatal clients and the Bay Area community at large.
Accenture’s customer relationship management capabilities have helped target Homeless Prenatal’s outreach efforts appropriately and develop effective channels for reaching their audience, putting Homeless Prenatal on a path to continued high performance.
"HENRI is taking us to the next level and we couldn’t have done it without Accenture’s help,” says Martha Ryan, executive director, Homeless Prenatal Program. “Not only are we able to provide metrics and data on the outcomes of our work like never before, but HENRI is helping our staff—about half of whom were formerly homeless mothers—learn invaluable enterprise database and application skills that were inaccessible to them before.”
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