# CRMs: Concern Mental Health’s use of Nonprofit Cloud

- Link: https://fundraising.co.uk/2021/01/15/crms-concern-mental-healths-use-of-nonprofit-cloud/
- Published: 2021-01-15T09:04:08+00:00
- Author: Howard Lake

**John Slater, Concern Mental Health’s Associate Director of Infrastructure, IT 
and Informatics, talks about how the charity is using Salesforce’s tools.**

 

Speaking at December’s Dreamforce event, Slater said that the charity uses a range
of Salesforce products, in particular Service Cloud, which helps provide “a single
source of truth on clients and other constituents”. It also uses Tableau CRM (acquired
by Salesforce in 2019) in [Experience Cloud](https://www.salesforce.com/blog/what-is-digital-experience-cloud/),
Salesforce’s Digital Experience Platform built on Customer360.

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The mental health and wellbeing charity has about 326,000 records which they ran
through analytics and developed dashboards to help provide essential insight. For
example, it helped them understand whether referrals were coming in at the same 
rate as before COVID-19 struck. These insights helped it increase the number of 
people it was reaching. By providing access to self-help resources and facilitating
online meetings with health practitioners (Experience Cloud was formally called 
Community Cloud), it can now provide almost live data to its stakeholders which 
was not possible before.

 

Slater adds that Tableau CRM now enables the charity to stream multiple forms of
data into one place, such as its telephony data and Service Cloud case data. It 
has also migrated legacy system information into Tableau CRM.

 

Overall Slater said that working with Salesforce.org has produced an “absolutely
huge shift for us”.

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