Case Study: Felton Institute achieves 50% more client-facing time and streamlined HIPAA-compliant case management with Salesforce for Nonprofits

With Salesforce CRM, the Felton Institute transforms health and human services delivery for increased client recovery

The Felton Institute (formerly the Family Service Agency), San Francisco’s oldest nonsectarian nonprofit social‑services provider, needed a HIPAA‑compliant way to manage data for 12,000 clients across 30+ programs in 11 languages. Their paper‑based system left managers without easy access to key agency metrics and forced clinicians to spend roughly one hour on paperwork for every hour of client time.

Using Salesforce.org licenses and Exponent Partners, Felton built CIRCE on Salesforce CRM (Sales Cloud, Force.com) and deployed it to 215 users across four sites. The solution cut documentation time so clinicians can spend 50% more time with clients, standardized data collection for easier reporting and audits, reduced billing reconciliation with the City, and gave managers dashboards to track individual outcomes and program and clinician productivity.

Felton Institute

Bob Bennett

CEO