ICB
The Institute of Certified Bookkeepers
Salesforce Multi-Cloud Digital Transformation Implementation
How an 8,000 members Organisation has transformed their business using Salesforce?
In today’s rapidly evolving business landscape, digital transformation has become a critical enabler for organisations looking to remain competitive and relevant. The Institute of Certified Bookkeepers (ICB), a respected professional body with over 8,000 members, recently embarked on an inspiring journey of digital transformation by our consultancy Adaptal PTY LTD. Their transition from a bespoke system to Salesforce stands as a testament to the power of technology in revolutionising business operations.
As the business world embraces the digital age, The Institute of Certified Bookkeepers recognised the need to modernise its operations and enhance member experiences. The limitations of their existing bespoke system were becoming apparent, hindering the organisation’s ability to scale efficiently and provide members with seamless services. This realisation marked the beginning of a transformative process that would lead The Institute of Certified Bookkeepers to Salesforce.
The Goal of "MEMBER 360"
Memberships, Subscriptions, and Payments
With ICB’s successful Salesforce implementation, The Institute of Certified Bookkeepers has achieved an impressive milestone in streamlining their operations and member management. This advanced system has bestowed them with full visibility over their extensive membership base, thereby significantly enhancing their ability to provide robust support and catalyze scalable growth. Through the comprehensive integration of various functionalities into a unified Salesforce platform, ICB now enjoys a holistic approach to managing member communications (Pardot), event coordination (Payments2us), learning initiatives, certifications (Appinium ), a centralised member portal (Salesforce Experience Cloud), as well as responsive member support and query resolution (Salesforce Customer Success) underscores their commitment to technological innovation but also underscores their dedication to elevating the member experience to unprecedented heights.
Leveraging the power of Pardot, The Institute of Certified Bookkeepers has taken a significant leap forward in streamlining their member communications, orchestrating personalised journeys, and quantifying engagement through sophisticated scoring mechanisms. Pardot‘s robust automation features have enabled ICB to tailor their interactions with members, ensuring that the right messages reach the right individuals at precisely the right time. By meticulously crafting dynamic journeys, they have transformed conventional outreach into a finely tuned experience that guides members through relevant touchpoints, fostering a sense of individualised attention.
Additionally, Pardot‘s engagement scoring empowers ICB to quantify and measure member interactions, enabling them to identify those who are most enthusiastic and active within their community. This data-driven approach not only optimises communication strategies but also bolsters member satisfaction, as individuals receive content and support aligned with their unique interests and needs. Through the strategic utilisation of Pardot‘s, ICB underscores its commitment to technological excellence while cementing its position as a frontrunner in member engagement and relationship management.
01. Communications
Marketing Journeys, Forms, Blast Emails
02. Events
Online and In-Person Conferences
The Institute of Certified Bookkeepers has harnessed the capabilities of Salesforce Campaigns to masterfully orchestrate their events, revolutionising the way they connect with members. By utilising Salesforce Campaigns, they seamlessly group members based on specific criteria, enabling targeted event promotions tailored to each segment’s interests.
With the integration of Salesforce Maps, geographical information is intelligently leveraged to locate members by region, allowing ICB to efficiently communicate relevant events taking place in their vicinity. This geo-targeted approach not only increases event attendance but also fosters a sense of community engagement by facilitating in-person interactions among members.
Taking event management a step further, ICB employs the native Salesforce app, Payments2us, to streamline the entire event registration process. This innovative solution eliminates the complexities associated with integration and duplicate data management that often plague external event registration platforms. By centralising event payments, registration, and attendance tracking within the Salesforce ecosystem, ICB ensures a seamless experience for both members and administrators alike. This approach not only enhances operational efficiency but also provides a cohesive view of member participation and preferences, allowing for informed decision-making and strategic event planning. Through the synergy of Salesforce Campaigns, Salesforce Maps, and Payments2us, ICB demonstrates its commitment to optimising member experiences and event management processes with a unified, tech-savvy approach.
Diving even deeper into their technological prowess, The Institute of Certified Bookkeepers harnesses the capabilities of Salesforce Experience Cloud to elevate their digital presence to unprecedented heights. Serving as both a dynamic website and a comprehensive member portal, Salesforce Experience Cloud seamlessly integrates members’ information, Salesforce Knowledge resources, learning modules, certifications, and event registration functionalities. This integrated approach eliminates the need for complex external integrations by being a native solution that directly connects to the Salesforce database. Members are empowered with a personalised and immersive experience, where they can access relevant materials, track their learning progress, manage certifications, and effortlessly register for events, all within a unified ecosystem. This not only simplifies member interactions but also ensures that all data remains centralised and up-to-date, fostering accurate insights and efficient decision-making.
By embracing Salesforce Experience Cloud as an all-encompassing solution, ICB underscores its commitment to holistic member engagement and streamlined management practices, setting a benchmark for seamless integration and user-centric design.
03. Online Portal
Desktop and Mobile Centralised Community
04. Learning Management System
Courses, Certifications, and Renewals
Managing a Learning Management System (LMS) comes with the challenge of ensuring seamless integration, content curation, user engagement, and staying current with rapidly evolving educational technologies. We Adaptal PTY LTD have partnered with Appinium to revolutionise ICB’s member education journey. Appinium‘s advanced platform has become the cornerstone of efficiently managing member courses, certifications, renewals, and purchases, all under a cohesive framework. Through this strategic collaboration, members can seamlessly explore a wide array of courses and certifications, make purchases, and track their learning progress in one intuitive interface.
Appinium‘s solution also empowers ICB to streamline certification renewals, ensuring that members remain up-to-date with evolving industry standards. This comprehensive approach not only simplifies member education but also provides administrators with valuable insights into member engagement and performance. By capitalising on Appinium‘s capabilities, ICB exemplifies its commitment to cutting-edge Bookkeepers learning management, setting a precedent for seamless member experiences and continuous professional development.
The task of managing a vast repository of industry-standard articles, complete with multiple versions and varying accessibility for members and non-members alike, is a daunting challenge. However, ICB has risen to this challenge by implementing Salesforce Knowledge.
Salesforce Knowledge is dynamic solution empowers them to seamlessly organise, update, and control access to articles, ensuring that the right information is available to the right audience at any given time. With Salesforce Knowledge, the Institute can meticulously categorise articles, manage version histories, and tailor access permissions, guaranteeing that members benefit from exclusive content while non-members receive pertinent information. By centralising this process, Salesforce Knowledge optimises content distribution, minimises information gaps, and enhances overall user experience. ICB’s adoption of this platform exemplifies their commitment to efficient knowledge management, reaffirming their position as a trailblazer in utilising technology to address complex challenges.
05. Knowledge
Centralised Knowledge Center
06. Support
Members Enquiries and Business Enquiries
Effectively managing support inquiries is a multifaceted challenge, particularly when they could span across various systems and aspects of an organisation. The Institute of Certified Bookkeepers, however, has adeptly tackled this complexity through the implementation of Salesforce Service Cloud. This innovative solution empowers them with a comprehensive view of every possible facet that an inquiry might be associated with, ranging from membership issues to payments, events, exams, knowledge resources, learning modules, and portal-related concerns. By unifying these diverse touchpoints within Salesforce Service Cloud, ICB can efficiently track and manage the resolution process against relevant records, ensuring that each inquiry receives the attention it deserves. This cohesive approach not only enhances member satisfaction through faster and more accurate support but also fosters a holistic understanding of member interactions and pain points. Through Salesforce Service Cloud, The Institute of Certified Bookkeepers demonstrates a commitment to seamless member experiences and proactive issue resolution, setting a benchmark for effective support management in a complex landscape.
ARCHITECTURE
Undoubtedly, embarking on such comprehensive implementations can be a formidable undertaking for any organisation. Yet, the transformative impact and enduring advantages of centralising operations within a unified database cannot be fully grasped until experienced firsthand. The efficiencies gained in terms of time savings and reduced integration costs are merely the beginning of the benefits realised. Salesforce‘s constant evolution and expansion promise even more potential for growth and innovation. At Adaptal, we’re immensely grateful for the opportunity to contribute to the remarkable journey of The Institute of Certified Bookkeepers. By aiding their steady growth and scaling endeavors, we’re privileged to be part of an organisation that champions technological excellence and sets an inspiring benchmark for others to follow.
