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The First Tee Finds its Sweet Spot in Salesforce

The First Tee Finds its Sweet Spot in Salesforce

The First Tee is an international organization that helps shape the lives of young people by introducing golf and the values connected to it to kids and teens. As a chapter-based organization, they must continuously work towards consistency to ensure quality programming across locations.

Problem

Inconsistent platform delivers poor UX

The First Tee’s major challenge was a lack of continuity in technology operations for each chapter. The organization had worked tirelessly to improve consistency in program delivery across chapters, but their internal systems didn’t reflect the level of consistency their chapters achieved. The organization needed to revamp their website, CRM, and online registration strategies to increase consistency and deliver better experiences for The First Tee participants, parents, coaches, and teachers.

Solution

Consolidated user portal

Appirio’s CRM implementation was part of a three-pronged digital transformation consisting of a website redesign, a database consolidation, and a new online registration process. Appirio knew to achieve the data visibility and experience goals set by The First Tee, they had to focus on more than just consolidating disparate systems; they needed to build a user-driven experience. The Sales Cloud solution included reporting, email automation, registration, and enrollment to support The First Tee’s outreach programs and customer management strategy. The solution also leveraged a Salesforce Community to provide a consolidated portal for participants, parents, and schools.

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Outcome

User-driven experience with greater data visibility

Ultimately, the key success for The First Tee was giving their chapters greater data visibility, enabling them to provide consistent, high-quality participant experiences. Jane Fader, The First Tee’s VP of Communications & Technology, summed up the project’s success, “The future of this project is so exciting because our chapters are going to have just so much more visibility about what’s happening in their full-service area and all the relationships that they manage, and it’s going to enable them to serve their customers — the participants, the parents, the teachers — all the different partners that they interact with in a better way.”