Broaching BAA’s Modernization Challenges
As the sixth largest marathon in the world, it’s crucial that the Boston Marathon runs smoothly.
Each year, 30,000 participants from 100 different countries participate in the race, and the marathon’s charity program raises $36 million annually. Approximately 10,000 volunteers take part during race weekends.
As the organizer, BAA depends on a strong fundraising program and exceptional relationship management, which requires the infrastructure to support a good donation experience, as well as strong record-keeping. This is the bedrock of fundraising and program efficiency, operational reliance, and social ROI — as well as preventing donor attrition rates.
But outdated systems created a difficult user experience which led to the NPO losing money. BAA literally couldn’t afford to ignore the negative impact its systems were having on the organization as a whole and in the long run.
To solve these challenges, BAA wanted to explore Salesforce solutions.
The highest priority was the participants’ experience during online race registration. Once this opened, there would be thousands of people rushing to register — with each looking to be the first to submit their registration (a race before the race!). A good user experience was therefore paramount.
But just as importantly, BAA is a small nonprofit organization run by a team of just 30 people. Any solution needed to check all the boxes: accessibility, functionality, and ease of use and management. It also had to be cost-effective.