The problem
18 CRMs, 400+ employees, and a knowledge gap as wide as the country
In 2020, the ALS Association unified 30+ chapters into a single national organization. But centralization came with growing pains18 different CRMs, scattered documentation, and no consistency in how teams operated.
Every chapter had their own CRM, their own rules, their own way of doing things. Migrating all that into one Salesforce instance was hard enoughbut making sure everyone used it the same way was even harder. Samantha Luke, Manager of Training & Support
To support the change, Samanthas team ran intensive 4-day trainingsevery other month.
And still, issues persisted:
- 40+ page SOPs stored in SharePoint were ignored, outdated, or saved locally.
- Staff downloaded PDFs to their desktops, missing critical updates.
- Updates were delayed because formatting SOPs felt like a dreaded task.
- New employees couldnt retain multi-hour trainings.
- Communication broke down as the org scaled from 85 400+ employees.
We were pushing updates through SharePoint, email, PDFsbut people either missed them, ignored them, or were using old versions. It wasnt working.
Samantha needed a scalable solution to keep processes current, accessible, and actionable for everyone.
