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 pains—18 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 enough—but making sure everyone used it the same way was even harder.” — Samantha Luke, Manager of Training & Support
To support the change, Samantha’s team ran intensive 4-day trainings—every 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- 40+ page SOPs stored in SharePoint were ignored, outdated, or saved locally.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 couldn’t retain multi-hour trainings.
- Communication broke down as the org scaled from 85 → 400+ employees.
“We were pushing updates through SharePoint, email, PDFs—but people either missed them, ignored them, or were using old versions. It wasn’t working.”
Samantha needed a scalable solution to keep processes current, accessible, and actionable for everyone.
