Transforming Case Management for the Wikimedia Foundation
The objective
The Wikimedia Foundation is responsible for managing prominent collaboratively-edited reference projects, notably Wikipedia, the widely-used online encyclopedia. A crucial aspect of their work involves assisting individuals dealing with incidents of online harassment and threats on Wikipedia pages. To enhance their contact and case management platform, the Foundation enlisted the support of Idealist Consulting. They aimed to migrate from SugarCRM to Salesforce, seeking improvements in their operational efficiency.
The problem
As the Wikimedia Foundation expanded from 30 to 300 employees, their existing legacy database could no longer accommodate their needs. In addition, different departments had adopted disparate processes that required synchronization. Recognizing the necessity for a platform that enables seamless information sharing regarding cases, while also providing the ability to restrict access to sensitive information or cases for specific users, the Foundation sought a solution to address these challenges.
The solution
Inspired by the recent success of their legal team on the Salesforce.org platform, the Wikimedia Foundation made the decision to adopt Salesforce as their case management solution. Collaborating closely with the Wikimedia Foundation, Idealist Consulting not only ensured a smooth implementation of the solution but also provided invaluable assistance with data migration and the resolution of duplicate records during the transition from SugarCRM. As a final touch, Idealist Consulting developed a tailored dashboard featuring three reports for tracking key performance indicators (KPIs).
The result
Now, the Wikimedia Foundation has streamlined communication with their legal team regarding cases. They can securely share information across departments, enabling the legal team to promptly stay informed about ongoing cases. Moreover, Salesforce has simplified the process of editing and modifying specific fields without the need to edit the entire record, resulting in time savings and a sense of reassurance. In their upcoming phase, the Foundation plans to implement a self-sustaining Salesforce learning model, empowering them to further enhance their internal processes concerning user permissions and field adjustments.
“We have a lot of really important historical data, but much of it was in someone else’s head. Now it’s all recorded in Salesforce,” - James Alexander, Manager of Trust and Safety for the Wikimedia Foundation
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