CLEVELAND HOUSING NETWORK

Salesforce Community & Knowledge Implementations

Project

Cleveland Housing Network (CHN), a Cleveland, Ohio based non-profit, Salesforce Community and Knowledge implementations

Client

The Cleveland Housing Network (CHN) is a large-scale affordable housing developer and human service provider. Its mission is to build strong families and vibrant neighborhoods through quality affordable housing and strengthened financial stability. 


Each year, CHN serves 30,000 low-income households through an array of housing related services geared toward improving housing stability.

CHN has developed more than 5,000 homes throughout the Cleveland, Ohio area and is the nation’s largest single-family affordable housing developer through the use of the Low Income Housing Tax Credit. 

Since 1981, more than 2,500 low-income families have achieved home ownership.

CHN is nationally known for its tax credit financed Lease Purchase Program, a 15-year pathway to home ownership for low-income families. The program has helped 1,000 families become homeowners, with 98% still in their homes since the first family took title in 2003. 


CHN’s structure includes 15 constituent CDCs, a multi-cultural staff of 170 and a community based Board of Directors.

 

Problem

CHN's over 150 employees needed access to internal resources and a way to open tickets for the IT department, but full Salesforce licenses were not needed or in the budget.

 

Solution

A Salesforce Community with Knowledge was implemented as well as case management and an organization events calendar. Authenticated users from CHN can log into the secured community and view and download documents related to HR, benefits and organization processes using Salesforce Knowledge. Documents were organized using Topics. Employees may nominate their fellow employees for awards and view an internal calendar with birthdays, anniversaries and other important events.

Employees may also open cases on a variety of IT topics, which are then routed to the appropriate staff. Employees may view and edit tickets that are in process.

 

Result

Distributing HR and benefits information has never been easier for the CHN HR department. The IT department has also benefited from having requests for service come from a single portal, improving transparency to the management team and efficiency.