Case, Contact & Rostering: Salesforce

It has never been more important for Partners to effectively reach older people in their communities. With funding challenges, and the increasing requirement to evidence a variety of outputs, outcomes and impact, the need to accurately capture data is growing. From working with Partners, we have heard the issues local Age UKs are facing when managing data and workflow. Partners are utilising many different case, contact & rostering systems across the Network, each investing time and effort to make the system work for them individually. The use, and effectiveness of systems is mixed, with often systems do not fully meet requirement or need a lot of work to make them do so.

After extensive consultation with Partners and exploration of potential solutions that would support the varying requirements of each organisation, a Salesforce platform has been developed and is now in active use.

What is Salesforce?

Salesforce is a customer relationship management solution that brings organisations and people they support together. It’s one integrated CRM platform that gives all your departments a single, shared view of every individual.

How are Brand Partners using the platform?

Those Brand Partners using the CRM can operate case, contact and rostering on one platform. Salesforce supports teams to effectively plan, deliver and manage services, while being able to accurately record and utilise contact information.   With market leading report functionality, Salesforce enables Brand Partners to report on any information added to the CRM- whenever it is needed. Being cloud based, the system is easy to access from anywhere, which we know is becoming increasingly important for organisations.


Latest Update – 04/10/21

The Brand Partners to adopt Salesforce to date are preparing to start using the system fully by the end of November. Currently we are working with them to ensure their requirements have been captured and putting in place the Salesforce solutions to support their work with older people.  We have received positive feedback from them so far. 

Those using the case management functionality are really starting to see the benefits of Salesforce as a CRM. The Information and Advice teams have been providing feedback and supported the development of a tailor-made solution that will benefit all Brand Partners who adopt Salesforce. 

Several Partners have expressed interest in joining the project and a further 6 Partners are preparing to start their implementations from November. Partners looking to join the Salesforce platform would now be looking at beginning their implementation from June 2022. If you would be interested, please get in touch, particularly as existing system contracts will need to be considered if you wish to migrate to Salesforce.

If you would like to hear more about the project, and how it could support you and your team do get in touch with us at NetworkInfrastructure@ageuk.org.uk

In this short demo video, Hayley, Programme Manager, and Karen, Salesforce consultant, talk us through the Salesforce platform on: 

  • Development of the platform and its structure,  
  • Case management and group activities planning,  
  • Field service and rostering,  
  • Use of the mobile apps for field workers,  
  • Reports and dashboards.  
Salesforce Demonstration – September 2021

Events & Demos

Check back soon for news of upcoming events and demos!

Demo Recordings

In this short demo video from September 2021, Hayley, Programme Manager, and Karen, Salesforce consultant, talk us through the Salesforce platform on: 

  • Development of the platform and its structure,  
  • Case management and group activities planning,  
  • Field service and rostering,  
  • Use of the mobile apps for field workers,  
  • Reports and dashboards.  
Salesforce Demonstration – September 2021

Click below to view a demonstration of the Salesforce software on 21/01/21. The demonstration starts at 20:00.


Salesforce Demonstration – 21/01/21

Previous Updates

> 14/07/21

The Salesforce platform has been built and is currently in use.

We are delighted that since the last update two Brand Partners are now utilising Salesforce and a further four are actively working with us to migrate operations to the new platform. The monthly Change Board meetings provide an opportunity for those involved to discuss improvements and review suggestions made. This month saw the first quarterly Management Board held. In this meeting participating organisations review the overall operations and governance of the joint system.  Both the Change Board and the Management Board feed into the ambition for the platform to always reflect the needs of the wider Network and will drive the continual improvement of the system.

We are now keen to hear from other Partners who are considering a review of their digital operations for both this and other projects. If you are interested in learning more about Salesforce, or any of network infrastructure’s current work please email NetworkInfrastructure@ageuk.org.uk.

> 01/12/2020

The Case, Contact & Rostering Management system project is continuing to move forward.  User Acceptance Testing has been completed by the partners in the pathfinder group, and we are now gearing up for the first implementation on 3rd December.  Training on the system and data migration are currently taking place.  Potential future improvements to the system have been identified and work to build a structure and process for the future management of the system is underway.

The project is starting to plan for the next phase and shape what that looks like.  Look out for more communications on the next phase and how to get involved in January.

> 09/11/20

The case, contact and rostering management system project has mostly completed the build phase, and is now in testing. This means local partners taking part in the project are working through user acceptance testing criteria to see how the system performs and to identify potential issues or opportunities for future development. Alongside this work is taking place to prepare for implementation with the first partner to use the new system, planned to start in late November.

> 29/09/20

Work to build the case, contact and rostering management system within Salesforce continues.  Initial progress has been made, with the first part of the build being demonstrated to the partners taking part in the project.  A screenshot from the system can be seen below.

Final agreements for licenses with Salesforce are now being drafted, with support and development proposals being considered by partners involved.  Final agreements between Salesforce, Age UK and partners will be finalised by the end of October.  The first partner to go live with the system will start implementation in late November. 

Next month the build will continue, initially focusing on rostering, consent management and case management before moving onto security and reporting.

> 07/09/20

The Case Contact and Rostering System project continues to move forward.  In August, the Design Phase was completed with all requirements and design documentation detailed.  The Build & Configuration Phase for the system has now been started and is expected to be completed by mid-November. 

At the same time the project is exploring the potential future arrangements of the system, looking at how support and ongoing development could be managed, as well as the common data model coming out of the project. 


Governance and User Groups

The Salesforce system is governed through two main mechanisms:

  • A Change Board which meets monthly and has a remit to discuss and agree operational changes and improvements to the system. This group also deals with any functional issues, and the system roadmap.
  • A Management Board, made up from Brand Partners using the system, is in place which manages the overall system, and the suppliers moving forward.

How can I get involved?

We are keen to hear from Partners who are considering a review of their digital operations for both Case, Contact and Rostering and other projects.

If you are interested in learning more about Salesforce, or any of network infrastructure’s current work please email NetworkInfrastructure@ageuk.org.uk.