30% Reduction in Admin Hours for Nonprofit with Salesforce Experience Cloud

About the client

The client is a nonprofit delivering immersive educational residential programs in U.S. national parks. They offer access to their programs for all students from underserved communities, providing culturally relevant and transformative experiences in national parks. Nearly 50% of the participating schools receive scholarship support, and more than 30% of the students come from underrepresented communities.

Client challenges

The client’s program preparation process was highly fragmented and time consuming — Operations Team and Group Coordinators had to navigate through multiple third party form tools, participant records, non-centralized FAQ documents and had back-and-forth email communications. This led to:

Excessive administrative overhead for both coordinators and operations teams.
Manual, error-prone data entry and reconciliation.
Inefficient workflows for rotational program registrations, participant count updates, and approvals.
Delayed communications and inconsistent scholarship application processing.

The client needed to centralize program management, reduce manual effort, improve data accuracy, and deliver better user experience for both group coordinators and internal staff. They chose LevelShift for our Salesforce nonprofit expertise, strategic approach to aligning technology with long-term business needs, and our proven ability to design phased adoption roadmaps.

Solution

LevelShift started by conducting a comprehensive analysis of the current state and engaging stakeholders to understand both immediate needs and long-term goals. We then provided a phased adoption roadmap to a future state built around Salesforce Experience Cloud as a unified platform.

Key capabilities delivered:

Centralized Planning Portal – Combined planning forms, participant management, and campus-specific FAQs in one Experience Cloud site. Moved the Planning Questionnaire from 3rd party form tools to Salesforce Screen Flows for direct submission, automatic data storage, and campus-level access control.
Automated Learning Group Management – Implemented processes to auto-generate learning groups, run approval workflows, send milestone notifications, and allow Group Coordinators to update participant counts, complete forms, and track due dates directly in the portal.
Streamlined Scholarship Applications – Standardized intake and approval workflows in Salesforce, with automated weekly status updates to reduce manual follow-ups.
Enhanced FAQ Access – Replaced static FAQ documents with searchable Knowledge Articles in the portal, enabling quick updates and faster responses while lowering support load.

Benefits

With a 30% reduction in administrative hours, the new portal brings all program management functions into one place, improving accuracy, efficiency, and usability for coordinators and staff.

Key benefits include:

Efficiency Gains – Significant reduction in administrative hours for data reconciliation and manual updates.
Improved Accuracy – Fewer manual touchpoints, reducing errors and ensuring reliable program data.
Faster Setup – Automated group creation and approvals speed up program preparation..
Better Support Experience – Searchable, campus-specific FAQs cut resolution times by ~50%
Higher Adoption – Coordinators prefer the portal for its ease of access, clear deadlines, and real-time management.