Eliminating Manual Operational Overload for a Non-Profit with LevelShift’s Experience Cloud Expertise

The client is a nonprofit organization that offers immersive educational residential programs in U.S. national parks. They provide 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.

Our client’s program planning and coordination processes were heavily manual, fragmented, and time-consuming. Group coordinators struggled with multiple disconnected forms and had limited flexibility to update participant numbers during submissions, leading to inaccurate or incomplete data.

The following challenges were identified:

• Fragmented coordination: Planning relied on disconnected forms, making it difficult for coordinators to provide accurate data or update participant numbers in real time.
• Manual operational overload: The operations team spent significant effort manually correcting errors and recalculating rotation splits across multiple campuses.
• Inefficient change management: Managing last-minute updates for schools was labor-intensive, creating persistent operational bottlenecks.
• Data inconsistencies: The lack of a unified system led to frequent data errors and scheduling delays, hindering program readiness.
• Poor user experience: The combination of manual workflows and siloed information created a frustrating experience for both the internal operations team and external coordinators.

To modernize program coordination, we implemented a series of enhancements within Salesforce and Experience Cloud, replacing manual calculations and fragmented forms with a streamlined, user-friendly interface.

The following solutions were implemented:

• Interactive rotation management: Introduced a dynamic interface for real-time participant adjustments. The system now automatically calculates rotation splits and aligns learning groups, eliminating manual data entry.
• Flexible participant updates: Allowed group coordinators to update counts via the portal with integrated safeguards and automated alerts for minimum capacity requirements.
• Streamlined planning questionnaire: Redesigned the questionnaire to allow one-click editing and submission, with improved search logic that prevents duplicate records.
• Simplified multi-program access: Updated permissions to allow coordinators managing multiple programs to handle all sessions seamlessly through a single portal login.
• Enhanced data integrity: Implemented independent approval flows for critical schedule changes and corrected data mapping to ensure participant roles are recorded accurately.
• Improved portal UI: Upgraded the interface to be more intuitive, adding file upload previews and direct support access to improve the coordinator experience.

The enhancements transformed the program coordination process by introducing automated guardrails and a more intuitive user interface. These improvements led to the following measurable benefits:

• 40–60% reduction in manual data corrections: Cleaner, validated participant data and Planning Questionnaire (PQ) submissions significantly reduced the operations team’s cleanup workload.
• 30% faster program planning cycles: Improved rotation creation and self-service capabilities for Group Coordinators accelerated the entire planning timeline.
• 50% fewer last-minute interventions: Built-in controls, approval flows, and participant count guardrails prevented most issues before operations staff had to step in.
• 25–35% improvement in data accuracy: Enhanced validation across participant records and rotations ensured a more reliable single source of truth.
• 20–30% decrease in support requests: A more intuitive UI and clearer navigation allowed coordinators to complete tasks independently, reducing the need for technical assistance.
• 15–20% increase in approval efficiency: The new split-approval workflow streamlined the review process for arrival times and participant changes.

By automating these complex workflows, the organization can increase its program volume without adding to the operational workload, ensuring a smoother experience for staff and coordinators alike.