How We Helped WRAP Improve Collaboration & Efficiency with Salesforce

WRAP is a leading global sustainability charity, based in the UK with projects worldwide. They collaborate with businesses, governments, citizens, and charities to reduce waste, promote sustainability, and share knowledge, striving to make the planet a healthier place. WRAP's evidence-based approach inspires action in areas with the most waste. However, their internal operations were fragmented, relying heavily on disparate spreadsheets and siloed data across multiple business units. This hindered their ability to track progress, manage accounts, and make informed decisions. To overcome these challenges, WRAP sought a unified solution to enhance transparency, collaboration, and efficiency across the organisation.

WRAP's internal business and data landscape was complex. Multiple business units managed their own operations, often deploying unique content and processes for identifying, onboarding, delivering, and reporting on customers and projects. While operating under the same organisational banner, processes became increasingly disparate, and data became heavily siloed over time.

The absence of a centralised system for data capture and governance compounded these issues. Project managers, operations teams, and finance struggled to make informed decisions due to a lack of clear visibility into pipelines, projects, and associated Key Performance Indicators (KPIs). This fragmentation led to duplicated work, inconsistent data, and opaque metric reporting, hindering WRAP's ability to manage customer engagement effectively across the entire lifecycle.
 

To address these challenges, Solution Junkies partnered with WRAP to align their people, processes, data, and nomenclature. This involved working with five distinct business units to define a consistent Lead to Agreement (Contract) process, establish common language, and automate KPI calculations. Salesforce was leveraged to define and implement robust data governance rules, ensuring consistent reporting and providing a comprehensive 360-degree view of each customer.

A key driver for WRAP was improving customer engagement management at every stage. To achieve this, a strong focus was placed on application integrations that would deliver immediate benefits. Specifically, we integrated:

• Mailchimp: To enable WRAP to manage marketing campaigns, consent, and report on marketing automation directly from Salesforce.
• Eventbrite: To manage, track, and report on customer event attendance efficiently.
• Smartsheet: To streamline internal project resourcing, billing, and reporting.

Furthermore, significant automation was implemented to reduce manual effort and improve data accuracy. For example, WRAP hosts over 30 working groups annually, some with over 150 participants meeting multiple times a year, requiring attendance tracking to ensure signatory commitments are met. Previously, these records were scattered across numerous spreadsheets, making it difficult to track attendance by organisation. 

By utilising Salesforce Campaigns and creating a hierarchical campaign structure for these working groups, attendance could be easily tracked for individual contacts and rolled up to the organisational level. Salesforce Flow ensured that group members from parent campaigns were automatically copied down to new meeting campaigns, eliminating the laborious task of manually adding members for each new event.

Additionally, Declarative Lookup Rollup Summaries (DLRS) were utilised to consolidate disparate data, previously kept on multiple spreadsheets, onto a single custom record. This provided a consolidated view of membership types, agreement stages, and income related to each WRAP offering, drastically reducing the administrative time needed to gain an overall picture of each organisation's contribution.

The implementation of Salesforce and integrated solutions enabled WRAP to achieve six key project objectives:

1. Increased Transparency and Collaboration: Fostering a more open and collaborative environment across the organisation.
2. Improved Account Management: Establishing a 360-degree historical view of all accounts, including businesses, government entities, local authorities, and other stakeholders.
3. Enhanced Income Generation: Streamlining the management and increasing the renewal rates of business voluntary agreements.
4. Effective Policy Work Tracking: Providing better tools and visibility to track and support policy initiatives.
5. Integrated Marketing Efforts: Ensuring greater transparency and collaboration by unifying marketing activities within Salesforce.
6. Successful Adoption: Achieving high user engagement and acceptance of the new system across the organisation.

By centralising data, automating processes, and integrating key applications, WRAP eradicated internal silos, significantly reduced administrative time, and gained consistent, reliable data. This transformation has provided leadership with greater visibility into opportunities and enabled more informed decision-making, positioning WRAP for continued success in its mission to make the planet a healthier place.