Introduction
Foglight Solutions is a leading Salesforce consulting partner specializing in providing tailored solutions for arts and culture organizations such as zoos, aquariums, and museums. This case study focuses on their successful engagement with COSI - a renowned science center and hands-on museum located in Columbus, Ohio.
Client Background
Established on March 29, 1964, COSI is dedicated to providing engaging science experiences through live shows, exhibits, and online resources. The center is actively involved in community outreach, international partnerships, and educational initiatives. COSI aims to inspire interest in science and technology among all age groups, from young children to adults.
Challenges Faced by COSI
- Outdated Systems: COSI was operating with an outdated ticketing system and CRM, which were increasingly unable to meet the technological demands of their operations and their guests' expectations.
- Customization and API Issues: The organization faced significant challenges with API connectivity and had developed numerous custom purchase flows, digital membership cards, and a custom app. These custom solutions were hampered by the limitations of their old system, causing inefficiencies and integration problems.
- Impact of COVID-19: The pandemic forced COSI to rethink its operations, necessitating innovative approaches to manage data, engage with their audience remotely, and ensure continuity of educational programs and exhibits.
Foglight's Solutions and Implementation
- Technology Selection: After being referred by Ticketure, COSI considered Foglight Solutions along with two other potential partners. Ultimately, they chose Foglight due to their demonstrated expertise and comprehensive understanding of the unique needs of arts and culture organizations.
- System Migration: Foglight orchestrated a seamless migration of COSI's old ticketing system and CRM to Salesforce. This included transferring all membership and donor data, ensuring no loss of critical information and smooth integration with Ticketure through the Salesforce connector.
- CRM Implementation and Training: Foglight configured Salesforce to meet COSI's specific needs, including the setup of opportunities and custom objects. They provided extensive change management support and conducted thorough training sessions over a 6-8 month period, ensuring COSI’s staff were well-equipped to leverage the new system.
Benefits and Impact
- Enhanced Reporting and Flexibility: With Salesforce, COSI now enjoys enhanced reporting capabilities that have significantly improved data accessibility and usability. This has enabled greater involvement across different departments, fostering better communication and collaboration.
- Strategic Insights: The leadership team at COSI greatly benefits from the comprehensive dashboards and reports provided by Salesforce. These tools have become indispensable for tracking key metrics such as renewal rates, membership sales, attendance figures, and visitor trends. This has given COSI a clearer understanding of their performance and progress, allowing for more strategic decision-making.
- Operational Efficiency: The automation of routine processes and the integration of various data sources have streamlined COSI’s operations. Staff can now focus more on strategic initiatives rather than being bogged down by manual administrative tasks.
- Improved Engagement: With a more robust and integrated system, COSI can engage more effectively with their patrons and donors. Personalized communication and targeted marketing campaigns have become more feasible, enhancing overall engagement and satisfaction.
Conclusion
Foglight Solutions' collaboration with COSI exemplifies their ability to understand and address the complex needs of arts and culture organizations. The successful implementation of Salesforce not only resolved COSI's immediate challenges but also laid a strong foundation for future growth and innovation. By leveraging Salesforce’s powerful capabilities, COSI is now better positioned to fulfill its mission of inspiring interest in science and technology through engaging and educational experiences.
"We absolutely adore Foglight. I can't say enough great things about them. They stick to the schedules. They're realistic in their quotes. They are wonderful.”
- Rachel McLane, Director of Ticketing & Application Solutions
