AdviceUK
"What used to be a complex and fragmented process is now streamlined and efficient. Hyphen8 has empowered us to take control of our systems, enabling us to better serve our members.”
AdviceUK
AdviceUK, the largest support network for independent advice centers in the UK, has a long history of helping over 700 advice centers deliver crucial services to communities in need.
Under the leadership of Silvia Denaro, Head of Systems and Technology, AdviceUK has embraced technology to enhance its operations. Salesforce has been central to this transformation.
Hyphen8, a Salesforce Partner led by Elaine Forth, played a pivotal role in helping with a particular project which was a little more complexed.
We spoke with Silvia to learn more about how Salesforce and Hyphen8 have been instrumental in scaling AdviceUK's mission.
The Need for Expert Support
Although AdviceUK had been using Salesforce for several years, the organisation faced challenges that required specialised expertise. The existing system needed advanced customisations and integrations to manage complex pricing models, streamline the sales cycle, and align financial processes.
Silvia shared, “One of our core products has a very complex pricing model with base fees and several add-ons, leading to hundreds of variations. We needed a solution that could streamline our processes within a single system. As strong advocates of Salesforce, we knew we needed experts to help us achieve this.”
The Aims Of The Project
The primary goal of the project with Hyphen8 was to enhance Salesforce’s capabilities to provide a comprehensive view of the entire sales cycle.
This included improving the use of opportunities, managing renewals, and ensuring seamless financial reconciliation. Automating the invoicing process was also a key objective to reduce manual workloads and eliminate duplication.
Project Implementation
A standout feature of the project was addressing the complex pricing model for AdviceUK’s case management system. The system required flexibility to accommodate varying member needs, similar to a phone contract with customisable modules.
"Hyphen8 helped us solve a significant challenge with our pricing model. Their expertise allowed us to implement a solution that supports our internal teams, enabling them to follow the full sales cycle while managing pricing and subscriptions more efficiently," Silvia explained.
Impact on the Team and Work
The project significantly impacted AdviceUK’s operations. The new features streamlined processes, providing clarity and visibility into sales and invoicing. This was particularly important for the sales and finance teams, which had previously struggled with fragmented systems. The solution also empowered the membership team with insights into which members were also customers, facilitating more informed conversations.
"Now, everything is in one place. We have a clear view of the sales process, invoicing, and renewals. This visibility has eliminated the need for constant reconciliation, and everyone can see the same thing, greatly improving our workflow," Silvia noted.
The project also reduced the team’s reliance on external support for minor changes, allowing them to focus on strategic initiatives.
Working With Hyphen8
Hyphen8 has a huge amount of experience and expertise i lots of different nonprofit areas.
What sets Hyphen8 apart is our collaborative approach and deep understanding of the clients' needs. Our team don’t just provide a solution; they involve and empower the client’s in-house team throughout the process. For AdviceUK, this meant working closely with their team to integrate their expertise with Hyphen8’s advanced customisations, resulting in an effective and sustainable solution.
Silvia shared, "We really enjoyed working with Hyphen8 because they understood our need to maintain in-house expertise.
They didn't waste our time on tasks we could handle ourselves but focused on the complex customizations we couldn’t manage alone.
Hyphen8’s ability to speak the same technical language and their willingness to let us own the solution made the collaboration successful."
Future Impacts
Looking ahead, AdviceUK is excited about the potential for further insights as more data flows through the system. This will reveal the full impact of working with Salesforce, Hyphen8, and their dedicated in-house team on processes, the sales team, and other areas. The ability to report comprehensively on sales and invoicing will uncover trends and opportunities previously hidden.
"We’re looking forward to seeing what the data will show us over the next year. This project has laid a solid foundation for future growth and efficiency," Silvia shared.
