Success Stories

Northwoods

Migrated Northwoods from Microsoft Dynamics CRM ​to Salesforce Service Cloud CRM with a custom Lightning Community as a customer portal.

Meet The Client

About Northwoods

Northwoods is a rapidly growing technology company truly focused on human services. We help state and county adult & aging, child support, child welfare, and economic assistance agencies save lives, promote well-being, strengthen families, and meet their missions. Nearly 45,000 social workers and caseworkers across the country use our solutions to manage, collect, view, and share content and data more efficiently, which saves them two hours a day. Workers repurpose that time to do more high-value work with clients. As a result, agencies improve service delivery, maximize productivity, make informed decisions, and achieve better outcomes.

Working at Northwoods means being part of a team that’s passionate about our ability to make an impact on the lives of human services professionals and the people they serve. If you seek collaboration, unique challenges, and the chance to contribute to work that matters, Northwoods is the right place for you. Follow this page for a glimpse of our work, culture, and customers.

Northwoods Logo

The Challenge

Northwoods had been using Microsoft Dynamics CRM for a number of years, and despite employing a couple of different consulting groups to optimize the solution, was suffering from adoption issues and sales and service teams that were frustrated with the Dynamics solution and were looking for a fresh start in Salesforce. The client had well-established processes in Dynamics and used them daily to support sales and service efforts. A smooth transition with no downtime to a new solution was a must with no loss of features from the legacy solution to the new solution. In addition, client wished to re-work their pricing model to simplify it and eliminate the need for pricing to be calculated outside of the CRM. The sales team wanted to be able to generate client-ready sales documents from the solution.

The client's service team wanted to have easy to use forms both for internal and external users to create Cases using a wizard-like interface. They required a client portal for clients to log their own cases. Service team desired a highly sophisticated case management solution to allow them to successfully assign, work and escalate the many cases they received daily while tracking their SLA performance and client assets.

The Solution

Summit worked closely with client staff to create a project plan that included the following:

  • Current state analysis and gap analysis

  • Dynamics data analysis and mappings to existing and custom Salesforce objects and fields

  • Continuous migration and syncing of data from Dynamics org to new Salesforce org

  • Customization of Sales Cloud sales processes to reflect client sales process. Created custom automations to ensure certain dependent products were automatically added and quantity based pricing was looked up and applied

  • Implemented Conga Composer and created custom Conga Templates for client to generate client-ready sales documents

  • Custom Interview Flows for internal and portal users to quickly create, work and close new cases

  • Implemented Assets and Contracts to track client hardware, software and licenses and client's SLA obligations and performance

  • Implemented omni-channel case management solution for client teams

  • Implemented email-to-case and custom web-to-case forms for clients customers to easily create cases

  • Built a Salesforce Community that allowed for different clients to experience different branding in the same Community

  • Designed and created numerous reports and dashboards for various stakeholder groups to measure individual, team and organization performance

  • Successfully migrated millions of data records from legacy system to Salesforce using Tibco Scribe

  • Guided client through User Acceptance Testing (UAT) process

  • Trained internal client admin team to handle more than 95% of internal requests and issues

  • Developed a training program with client admins for their users

  • Worked during deployment and post go-live with client team to ensure a smooth, successful deployment

Ready to Solve Challenges of Your Own?

Connect with Summit and count on our Salesforce experts to guide you in the right direction.

Results for Our Client

​Success! The project was completed without any major obstacles and on time. Client users have responded very positively to the move from Microsoft Dynamics and client admins are more empowered than ever before to support their users and extend the solution as needed to ensure it keeps up with the demands of their business. Summit remains engaged with the client to provide additional advice and support as they move forward.

"Easy to Work With"
Angie W.

Northwoods worked with Summit to help migrate our Microsoft Dynamics CRM system to Salesforce.  Summit was extremely knowledgeable, thorough, and easy to work with.  They were able to help us configure the system to handle complex business processes while making the system easy for end users.  They were also able to migrate all our legacy Dynamics data to the new Salesforce system.  Summit helped train our technical team on Salesforce administration while keeping the project on time and under budget.  I highly recommend Summit for any Salesforce-related project.

"Mind Blowing!"
Rachael H.

As a leader of a small non-profit aimed to scale rapidly and efficiently, I knew it was critical to transition from antiquated spreadsheets to a sophisticated CRM. We dabbled in Salesforce on our own the year prior. To put it mildly, I was terrified to go there again. Summit met my apprehension with confidence and reassurance. They were timely, efficient and positioned us to utilize Salesforce in ways we hadn’t imagined. Every day I’m in awe of what Salesforce can do; to the team’s credit for imparting their wisdom. Summit has positioned us for unprecedented opportunities at Walk with a Doc. Thank you!

"BEST Salesforce Consultant Available"
Catherine Z.

We went through 3 consultants before finding Summit. The difference was night and day, and the cost was very reasonable. They helped us get our Communities up and running in less than a week (after 2 other teams essentially dragged their feet for 9 months - yes, 9 months!). We are ecstatic! We also have Managed Services with them, for a few hundred bucks a month they are our go-to for anything Salesforce. The team is INSTANTLY responsive - like within 2 minutes. I have experienced other consultants and can tell you, there is no comparison. Hire Summit!

"Did a Wonderful Job"
Paige B.

We have primarily been using Salesforce for our sales team. Recently we decided to bring our support team on and Summit did an awesome job helping us get everything set up the way we needed.

"Great Learning and Implementation"
Annette H.

Great experience with Summit. They are very knowledgeable about Salesforce and their turn around is outstanding. I am looking forward to working Part 2 of our plan with them.

"Transformation Data w/ Excellent Service"
Kay W.

The skill set and knowledge that Summit has brought to this project far surpasses our initial expectation- especially since our initial contact with Salesforce corp. was challenged in regards to utilizing training videos to suit our scope and need. Summit and team has been helpful in supporting our team with a custom solution in order for us to be able to serve our community better. They are timely and professional, and eager to learn about the why before telling us the what.

"Made our Dream CRM a Reality!"
Matt S.

Summit made our Salesforce dream a reality. As a small non-profit on a limited budget with very specific CRM needs we were challenged to find a suitable Salesforce partner. Fortunately we were introduced to Summit, and from day one they made the formidable task of implementing Salesforce doable (and even enjoyable!). The Summit team are pros, from their accessibility and communication to industry knowledge and attitude, they never said 'no' to a request. When we encountered hiccups along the way they took the time to trouble shoot and make fixes, even when it was outside the original scope of the project. We didn't deviate from the project timeline or budget, which says a lot considering our custom needs for data collection/reporting, donor communication, and third party plug-ins. If you are considering implementing Salesforce or have any Salesforce needs, I highly recommend Summit and their team.

Ready to Chat?

Get a jumpstart by connecting with one of Summit's Salesforce Certified Experts today.

Name(Required)