The Fine Arts Museums of San Francisco are the 4th largest museum in the US and are proud to welcome 1.7 million visitors each year across its two sites. The Fine Arts Museums understood that to sustain their success, they needed to make substantial and fundamental changes to their soon-to-be-retired legacy ticketing system. The existing system had been in use for a number of years and both the museum, and digital marketing possibilities had overtaken it. As a proactive organization, they realized that as part of their digital business strategy, improved museum software could also transform andadvance other areas of their business, especially customer-oriented ones.
The Fine Arts Museums of San Francisco identified the followingrequirements which needed addressing:
The Fine Arts Museums of San Francisco realized that there was a plethora of reasons why they felt that an on-premise platform was no longer a good option for them. These included:
What they had envisioned was essentially a cloud-based CRM model which would take them forward for the foresee able future. This decision was based on the cloud’s ability to offer reliability, security, scalability, ease of deployment and maintenance, and managed budgeting.
The criteria for the digital platform strategy which the Fine Arts Museums of San Francisco described would provide them with an innovative software solution from which to base their business model for the future; Salesforce seemed the ideal solution.
Salesforce gave the museums thedigital platform from which to address all of their requirements.
Using Salesforce’s integrated cloud solution as their museum’s software enabled them to provide a customer-centric ticketing presence which would handle not only visitors to the museum, but also their donorship and membership programs. It would also provide live customer data which could be used in future digital marketing campaigns.
Salesforce’s software in the cloud-based CRM would provide the tools for their sales teams to become proficient in obtaining, nurturing and interacting with customers. Through its interface, they could instantly find the pertinent data that leads to smarter deals and more satisfied customers.All their customer information and interactions would be stored in one place, accessible from anywhere.
Pre-built dashboards would allow the museum staff to dynamically explore information and identify trends as well as visualize key performance indicators. They could see who has visited, what they have come to see, and how often. Salesforce’s best practices and in-line intelligence would help identify marketing potential, based on collated information.
Another requirement was that the digital strategic development would increase revenue. Salesforce’s could-based solution enabled the museums to budget, and allocate their budgets, according to data fed back from the platform; simply put, they could see what was, or was not working. This allowed them to leverage actual metrics to quantify their ROIs. The smart and customizable pricing policy of Salesforce meant that they could better plan and manage their budget.
The Fine Arts Museums of San Francisco identified the need for a digital transformation to replace their legacy ticketing system. They took the opportunity to expand this requirement to incorporate a complete digitization of their business processes enabling them to move from a challenging situation to one where they are confident of their business fitness. Some of the benefits they have experienced from having their museum software in cloud include:
The Fine Arts Museums are now secure in the knowledge that their new digital platform will keep them at the top of their game for the foreseeable future.
Salesforce is now classed as a critical corporate asset to the business.
We now regard Salesforce as a critical corporate asset to our business.
Salesforce gave the museum the digital platform from which to address all of their requirements
We realized that we needed to digitally transform and improve many areas of our business
Museums can focus their energy on their mission of curation and preservation while benefiting from the skills, experience, software features and processing power of an expert partner at a fraction of the cost of ownership.
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