background
Community Home Trust (CHT) had been using Salesforce for years, but the team had not fully integrated the platform into their daily workflows. While a few team members used it in a limited capacity, the majority of staff were either unfamiliar with it or unsure how to maximize its potential. As a result, the team faced inefficiencies, lack of cohesive communication, and missed chances to simplify workflows and fully leverage their technology.
Recognizing the need for structured training, CHT reached out to Undaunted to conduct a weeklong training program designed to help staff become more comfortable and proficient with Salesforce. The goal was to increase adoption, build internal expertise, and improve organizational efficiency.
To focus the training on meaningful improvements, Undaunted conducted a pre-training survey among CHT staff to identify skill gaps and challenges. Using this data, our team crafted a custom curriculum, balancing all-group training sessions with more targeted instruction for a small set of designated “power users.” These power users would serve as internal resources for the rest of the team after the training concluded.
By the end of the week, CHT enhanced its Salesforce proficiency and refined its processes. In addition to Salesforce training, Undaunted also led key process improvements, including the development of two custom apps and enhanced data management strategies.
the training experience
According to Kimberly Sanchez, CHT’s Executive Director, the training experience was unique in its thoughtful structure and hands-on approach:
“I think it was really thoughtful how he [David] set up the training, and he made it interactive. But then also made it practical so that he would do things in the interim that we were asking for.”
The training was structured with morning all-group sessions, followed by departmental and individual meetings in the afternoons. During these smaller meetings, Undaunted’s consultant, David, incorporated staff feedback in real time, making adjustments to Salesforce configurations to improve usability and align with CHT’s needs.
This blended approach—instructional training combined with live system improvements—proved highly effective. It gave staff the confidence to explore new features while immediately seeing how changes could simplify their workflows.
building internal capacity
One of the most impactful outcomes of the training was the creation of a “power user” group—a team of staff members who received more in-depth Salesforce training and could serve as go-to resources for their colleagues. This idea, introduced by Undaunted, helped ensure that Salesforce knowledge remained within the organization, reducing long-term reliance on external consultants.
Caroline Veloso Karras, CHT’s Deputy Director, emphasized the importance of this approach:
“I would say that it’s very beneficial and definitely worth the investment. It literally changed the way our organization functions because we implemented so many new things that made things so much more efficient.”
This internal support structure not only reinforced learning but also fostered a culture of knowledge-sharing, making it easier for staff to adopt new processes.
Tangible Benefits Post-Training
The impact of the training was immediate and measurable. CHT saw improvements in communication, efficiency, and data accuracy.
Improved Communication & Reduced Redundancy
Before training, multiple staff members might contact the same individual—whether a donor, tenant, or homeowner—without realizing someone else had already engaged with them. Now, Salesforce serves as a centralized record, eliminating unnecessary follow-ups.
This has been especially beneficial for fundraising and donor management, where alignment across departments is critical.
Time Savings & Increased Efficiency
By implementing new processes and tools, the team saved an estimated 10 hours per week.
“Definitely hours a week [saved] for sure. Not only that but we’re also capturing historical information. You are up to date almost live on what is going on, who’s talking to who, and what it’s about. We are [now] on the same page. We don’t need to talk to the entire team to find out. It’s in Salesforce. It’s detailed, [and you have the] point of contact.”
The improved efficiency means that CHT can spend more time helping homeowners and tenants rather than chasing down internal communications.
Greater Confidence Among Newer Users
Many staff members who were previously intimidated by Salesforce now feel more comfortable using it.
This shift in mindset—from avoiding Salesforce to actively using it—has been one of the most valuable long-term benefits of the training.
Long-Term Impact
Beyond immediate improvements, the training helped CHT build internal capacity and independence. While the organization still reaches out to Undaunted for support on specific projects, staff members are now more self-sufficient in handling day-to-day Salesforce tasks.
“I remember when he [David] first talked to me about the training. He said it’s an investment that will benefit the entire group, and we hope that that knowledge is kept and you can move forward with a little bit less supervision, and it has happened. It gave us autonomy.”
The partnership between CHT and Undaunted remains strong, with both organizations looking forward to continued collaboration on future tech initiatives.
final thoughts
For CHT, the customized, hands-on training approach made all the difference. Instead of a one-size-fits-all workshop, the training was responsive, interactive, and immediately applicable.
“This training literally changed the way our organization functions. It made everything more efficient and has saved us so much time. It was definitely worth the investment.”
Organizations struggling with low adoption of technology or inefficiencies due to poor system usage can benefit from a similar approach—one that prioritizes practical application, tailored learning, and internal capacity-building.
With the right training and support, even teams with little to no prior technical experience can become confident users of powerful tools like Salesforce—unlocking new efficiencies, improving communication, and ultimately enhancing their ability to serve their communities.
AT UNDAUNTED, WE BELIEVE NONPROFITS CAN DO THE MOST GOOD WHEN THEY ARE EMPOWERED WITH THE RIGHT TECHNOLOGIES.
With over 40 combined years in the nonprofit sector, we understand your challenges and know how to help you overcome them.
David J. Dunn
David is the founder of Undaunted Consulting. He specializes in data management system optimization and rapid app development for social service, social justice, and environmental justice nonprofits.