Digital transformation at Charity Retail
Charity Retail Association and Sweet Potato Tec worked together to drive digital transformation through Salesforce
About Charity Retail Association
The Charity Retail Association supports charity shops by campaigning on key issues, promoting the best practices, fostering community through events, running public campaigns, conducting research, and offering sector-specific training. The Charity Retail Association, originally part of the Charities Advisory Trust, was established in the early 1990s to support and improve charity retail operations Established in the early 1990s (originally part of the Charities Advisory Trust), CRA began as the Charity Shops Group in 1992. Founded by Dame Hilary Blume and initially chaired by Colin Sandford, it quickly became a vital network for charities engaged in retail operations.
Challenge
Charity Retail Association faced significant operational and digital challenges that limited efficiency and cross-functional collaboration.
Data Management Issues
- Website and Salesforce operated in silos
- Updates were delayed, and cross-departmental visibility was minimal
Manual Membership Renewal
- No automation for membership renewals .
- Staff relied on manual tracking, increasing the risk of missed renewals and errors
Event Management Inefficiencies
- Event details were manually posted on the website.
- Led to inconsistent data, communication breakdowns, and coordination errors
Lack of Reporting & Actionable Insights
- No central dashboard or reporting tools.
- Colleagues relied on spreadsheets, which were time-consuming and error-prone.
- Leadership lacked timely data to inform decision-making.
Salesforce Products used
Sales Cloud
Experience Cloud
Nonprofit Success Pack (NPSP)
WordPress
Drupal
Key Integrations
Salesforce to Website Integration:
Enabled real-time data sync between the CRA website and Salesforce, eliminating data silos and ensuring up-to-date information across platforms.
Salesforce to Eventbrite Integration:
Automated event creation and registration syncing, reducing manual errors and maintaining consistent event data.
Solution
Sweet Potato Tec partnered with Charity Retail Association to deliver a holistic Salesforce solution designed to improve internal operations, eliminate manual processes, and set the foundation for sustainable growth
Key actions included
Stakeholder Engagement
Collaborated closely with retail operations and member services to understand pain points and future needs
Platform Transformation
Replaced disconnected tools with an integrated Salesforce platform to enhance usability and data visibility
Customization & Integration
Connected Salesforce with CRA’s website and Eventbrite, ensuring consistent, real-time information sharing across platforms
Automation Implementation
Introduced tools for automated renewals and workflow improvements, eliminating spreadsheet dependency
Training and Adoption
Provided user-focused training to ensure team confidence and long-term system use
Implementation
Sweet Potato Tec collaborated with the Charity Retail Association to implement a transformative Salesforce solution that effectively addressed their existing challenges, optimized workflows, and positioned them for long-term success and growth.
Discovery:
Collaborating with key decision-makers to uncover challenges and ensure alignment on project objectives and desired outcomes.
Design:
Creating a customized Salesforce platform that addresses current requirements while laying the foundation for future growth and scalability
Development:
Transferring data, setting up integrations, and deploying the platform with an emphasis on optimizing user experience
Continuous Support
Managing Salesforce updates, iterating on the website, and ensuring ongoing maintenance. This includes troubleshooting, system improvements, and providing support to maintain optimal performance and user satisfaction.
Result
Charity Retail Association has undergone a strategic digital transformation
Enhanced Collaboration
Cross-functional teams now access shared, real-time data, fostering transparency and cohesion
Improved Efficiency
Automation reduced manual tasks and minimized human error, allowing teams to focus on impact
Scalable & Future-Ready
The integrated solution supports continued innovation and growth
Testimonial
Working with Sweet Potato Tec on our Salesforce / website integration project has been a dream! Swami’s team are knowledgeable, responsive, diligent and a pleasure to work with. The experience has actually made an IT project a joy – and how often can you say that! Timescales, problem solving, understanding our organisation’s unique position, have all been excellent. Would thoroughly recommend.
Susan Meredith
Deputy Chief Executive, Charity Retail Association
The Sweet Potato Tec Difference
With Sweet Potato Tec, Charity Retail Association gained more than just a Salesforce implementation, they found a long-term partner focused on purposeful digital transformation:
- Built to Empower Nonprofits
- Automation for Impact
- Connected Ecosystems
- People-Centric Partnership
- Prepared for What’s Next
Transform your nonprofit operations with Sweet Potato Tec. Contact us today at [email protected] to start your journey.