Enhancing Operational Visibility and Process Efficiency with Salesforce
The Archdiocese for the Military Services, USA (AMS) is a unique ecclesiastical jurisdiction responsible for providing pastoral ministries and spiritual care to Catholics serving in the United States Armed Forces, their families, patients in Department of Veterans Affairs Medical Centers, and federal employees serving overseas. Supporting an expansive global military community requires highly disciplined administrative coordination. To successfully manage sacramental record requests, clergy endorsements, and strict legal compliance tracking, the organization relies on Salesforce to maintain operational accountability and preserve vital historical data.
The Challenge
Prior to establishing this targeted optimization engagement, AMS possessed a mature and highly capable Salesforce environment that supported a growing number of daily business functions. However, years of organic, cross-departmental use had introduced operational complexity, overlapping workflows, and extensive visibility gaps. As activity increased, the organization faced several operational challenges:
- Processing bottlenecks within the Sacramental Records department caused administrative delays, slowing down the fulfillment of time-sensitive certificate requests for the global military community.
- Hidden search limitations made it difficult for staff to quickly locate active records due to variations in naming conventions, misspelled names, or missing exact-match criteria within archival files.
- Manual document creation loops required multiple extra steps to generate official certificates, with no central system to automatically store or track those files directly inside the member profile.
- Spreadsheet dependence within the Office of the General Counsel created heavy reliance on external tracking for compliance reporting and contractor oversight, resulting in duplicate effort and isolated data.
- Institutional knowledge gaps across key departmental processes increased staff onboarding challenges and organizational risk due to a lack of formal technical documentation.
AMS needed a refined solution that could eliminate administrative bottlenecks, maximize internal data accessibility, protect highly sensitive tracking information, and provide clear reporting for leadership decision-making.
The Solution
FormStack
Marketing Cloud Account Engagement
Experience Cloud
Nonprofit Success Pack
Prolocity’s PROserve managed services team collaborated directly with AMS stakeholders to deliver an intentional platform optimization strategy, resolving user pain points while building a sustainable roadmap for long-term scalability.
Key components of the solution included:
- Discovery & Workflow Mapping: Conducted focused discovery sessions and technical diagnostics to thoroughly map departmental workflows and isolate operational friction points.
- Sacramental Records Search Overhaul: Expanded search criteria by adding key identifying fields—including Date of Birth, Date of Sacrament, Minister, and Installation fields —to dramatically accelerate historical record discovery.
- Automated Document Generation: Implemented a single-click generation framework using Apsona to instantly create PDF certificates, automatically attach them to member files, and track the history effortlessly.
- Centralized Legal Compliance Architecture: Developed direct, inside-the-platform tracking for the General Counsel to centralize oversight for Team St. Paul, Reach More reporting, Contractor oversight, and Safe Environment compliance.
- Technical Debt & Error Remediation: Evaluated existing automations and updated the Assignment Expiration Notification workflow to prevent unnecessary emails, successfully resolving system communication errors.
- Data Cleanliness & Duplicate Management: Reviewed duplicate prevention rules across Contacts, Clergy, and Accounts, creating clear operational guidelines to actively reduce record duplication.
- License Utilization & Cost Review: Conducted a comprehensive audit of unused or underutilized standard and portal licenses, identifying opportunities to reclaim immediate capacity and optimize organizational spend.
- Enablement Packages & Training Frameworks: Compiled detailed procedural user guides, search training paths, and queue operational methodologies to protect operational stability and ease new user onboarding.
The Impact
Reduced Burden
Prioritized Time-Sensitive Requests
Audit Ready
Technical Debt Remediation
By focusing on platform simplification and user enablement, this engagement successfully reduced the administrative burden on internal operations and allowed Salesforce to work more effectively for the AMS team. In the Sacramental Records department, expanded search parameters and automated document generation completely redefined service speed. Staff can now locate deep historical files with absolute confidence, paving the way for an "Urgent Queue" to prioritize time-sensitive requests, while single-click PDF certificates are automatically linked directly to member records to eliminate manual off-system storage.
Simultaneously, spreadsheet dependence within the legal department has been completely eliminated. With Safe Environment certifications for contractors tracked centrally, AMS is fully audit-ready with clear, accessible data for leadership decision-making. Finally, the system cleanup reclaimed immediate user capacity slots and cut potential software waste by identifying and harvesting inactive licenses. Ultimately, AMS has established a highly sustainable foundation that preserves data integrity, protects institutional knowledge, and optimizes technology spend.
"The team exceeded expectations with this engagement. They presented thoughtful solutions and prioritized based on the needs expressed by each department. Each AMS staff member who has interacted with the Prolocity team is impressed by their professional knowledge and skills."
— Ashley Burns, Project Lead, Archdiocese for the Military Services, USA
Following the successful completion of this optimization engagement, Prolocity continues to partner with the Archdiocese for the Military Services, USA through the PROserve team, steering strategic planning and roadmapping to continually align their Salesforce environment with expanding pastoral care objectives.
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