Central Arizona Project (CAP), a 336-mile system that brings Colorado River water to central and southern Arizona, delivers the state’s single largest renewable water supply and serves 80% of the state’s population.
CAP is governed by a 15-member popularly elected Board of Directors. CAWCD Board members are elected from Maricopa (10), Pima (4) and Pinal (1) counties, serve staggered six-year terms and are not compensated for their time. The Board regularly meets twice per month and adheres to all open meeting laws.
CAP’s daily operations are managed by nearly 500 professionals who are responsible for system maintenance and operations, repayment obligations, public outreach and engaging in water resource management programs for Arizona.
They frequently use mass email communication to send notifications to different segments of customers and external stakeholders about CAWCD issues and events. The process used was very manual, cumbersome, and time-consuming as they maintained their contact information in various spreadsheets and in Microsoft Outlook. They were not in sync between departments. As a result, CAP needed to develop a central repository of external contact information in Salesforce.
Due to user-adoption concerns, we advised to not only provide solutions, but also to train its key users. We designed a customized Salesforce implementation with the ability to associate various contacts with multiple accounts, which serve as the various CAP departments. Results: Developed a custom “Account” and “Contact” de-duplicate functionality. The email distribution list was converted to merge templates and automate, when desired.
Cleansed and migrated central repository of external contacts.
Now have a consistent and seamless mass email system.
Develop training so the ease-of-use and user adoption would be maximized and implemented.
Adoption and customization of Salesforce CRM to manage contact information, permissions, send mass email notices, and create mailings using MS Word mail merge.