Guide Dogs for the Blind
Heller Consulting has been a strategic partner for Guide Dogs for the Blind since 2016, leading the organization through various tech transformations to serve the needs of its fundraising, marketing, and programs teams. In 2023-2024, we unified 16 departments and their tools into a single CRM that manages everything from puppy welfare to donor management.
Here is an example of how the Guide Dogs for the Blind revolutionized its donor engagement and streamlined its operations with a new CRM.
Assessment of a complex ecosystem
We recommended and implemented Salesforce as the central CRM platform, integrating best-in-class tools sourced from third parties to meet capability gaps. The project followed a multi-phased approach, including:
· Discovery and business requirements gathering
· Salesforce fit assessment
· Solution selection recommendations (including Litmos LMS, Campaign Monitor email marketing, FormAssembly forms for data collection, Salesforce Communities for online portals)
· Integration assessment and considerations
· Business case development
· CRM roadmap and implementation approach
CRM implementation
The implementation spanned over two years, allowing for the appropriate amount of time to design, configure, test, and optimize each new system. This phased approach ensured that Guide Dogs for the Blind could adapt to the changes and fully leverage the new CRM capabilities.
“Guide Dogs for the Blind strives to be as accessible as possible and we appreciate the Heller teams’ willingness to learn and adapt their materials and approach to be inclusive in their work with us and other clients.”
Laura Peabody-Park, Information Technology Director, Guide Dogs for the Blind
Result: Better animal care and smarter fundraising
The project successfully unified 16 departments, improving data management and operational efficiency. The new CRM system enabled Guide Dogs for the Blind to better manage donor relations, track puppy welfare, and streamline various processes across the organization.