Advancing SNAP Support and Streamlining Constituent Services with Salesforce
Food Bank of Alaska works to eliminate hunger across the state by partnering with a broad network of agencies, delivering food to some of the most remote communities in the U.S. Through programs like Meals to You and mobile pantries, they provide consistent access to nutritious meals for children, seniors, and families facing food insecurity. Their impact is powered by community partnerships, data-informed strategies, and thousands of volunteer hours each year.
The Challenge
Food Bank of Alaska (FBA) plays a vital role in addressing food insecurity across the state, with a special focus on assisting individuals and families in accessing Supplemental Nutrition Assistance Program (SNAP) benefits. However, their existing workflows—spread across emails, spreadsheets, and standalone tools—posed significant barriers to efficiency and scalability.
Prior to engaging Prolocity, FBA faced multiple operational challenges:
- Manual, disjointed case management processes hindered effective client support
- Difficulty tracking SNAP application status and follow-up needs
- Limited visibility into program engagement and benefit distribution
- Lack of integration between Formstack, TextIt, and Outlook
- Inefficient intake and communication processes with Neighbors and partner agencies
- Inadequate tools for managing referrals and automating critical touchpoints
To better serve Alaskans and scale its outreach, Food Bank of Alaska required a modern, integrated CRM system tailored to the unique complexities of its SNAP casework and community partnerships.
The Solution
Nonprofit Cloud
Zapier
Textlt
FormStack
Prolocity partnered with Food Bank of Alaska to implement a comprehensive Salesforce Nonprofit Cloud solution designed specifically for SNAP case and program management. Guided by a collaborative discovery process, Prolocity developed and configured tools that aligned seamlessly with FBA’s real-world service delivery model.
Key components of the solution included:
- Constituent and Case Management: Leveraged Salesforce’s standard Account and Contact objects with custom fields and page layouts to manage detailed Neighbor profiles, application data, and interactions across the SNAP lifecycle.
- End-to-End Case Tracking: Enabled staff to follow each client’s progress from intake through SNAP approval, including task automation for follow-ups and recertification reminders.
- Program Engagement via Care Plans: Created a configurable Care Plan template that allows staff to assign and adjust benefits such as SNAP support, transportation assistance, and partner services per client need.
- Formstack Integration: Developed and integrated a SNAP inquiry form to streamline data intake and reduce manual entry.
- Text Messaging via Zapier and TextIt: Configured multiple Zaps to sync Salesforce records with existing TextIt flows, enabling automated SMS notifications and 1:1 text communication.
- User Training and Adoption: Delivered targeted “Train the Trainer” and admin training sessions, accompanied by recordings for continued access.
- Reports and Dashboards: Developed actionable reports and dashboards to monitor application trends, outreach effectiveness, and internal performance.
- Ongoing Enhancements and Support: Continued to support FBA post-launch with updates to permissions, flows, forms, and integrations based on user feedback and evolving needs.
The Impact
Automated SNAP workflows
Improved client communication
Real-time program visibility
Streamlined data intake
With Salesforce now central to its service delivery, Food Bank of Alaska has transformed its ability to manage SNAP-related programs and connect more efficiently with the communities it serves. Manual processes have been replaced with automated workflows, eliminating redundancies and reducing staff burden. Through real-time data and configurable dashboards, FBA has gained powerful visibility into client needs, program performance, and outreach results.
The integration of SMS and form technologies has enhanced client communication and reduced delays, while streamlined intake and follow-up processes have improved the overall client experience. Address validation tools and benefit tracking functionality ensure accuracy and accountability at every step.
Building on the success of this implementation, Food Bank of Alaska has since expanded its use of Salesforce by implementing a second instance of Nonprofit Cloud and continues to partner with Prolocity for additional enhancements and strategic support. This ongoing collaboration reflects the trust and impact established through the original project and positions FBA to scale its services sustainably and effectively.
Together with Prolocity, Food Bank of Alaska has laid a strong digital foundation for addressing food insecurity across the state—strengthening its mission delivery through innovation, integration, and client-centered design.
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