Case Study: YMCA Retirement Fund achieves streamlined contact-center operations and personalized participant service with Salesforce for Nonprofits

YMCA Retirement Fund Positioned for Growth with Holistic Participant Views

The YMCA Retirement Fund, a top-250 U.S. pension plan serving about 120,000 current and former YMCA staff and managing over $7 billion in assets, faced complexity from rapid growth and a rudimentary in-house CRM. Customer service reps had to toggle between multiple systems to view participant data and record interactions, slowing response times and limiting the Fund’s ability to deliver personalized support.

The Fund implemented Salesforce (Service Cloud, Sales Cloud, Pardot) and integrated third-party apps to centralize participant records, automate outreach, and streamline workflows. Service Cloud gave reps a single view of participant history and cases, boosting efficiency and helping the contact center earn BenchmarkPortal Top Contact Center recognition for three years, while Pardot enabled segmented, automated communications that improved participant education and engagement.

YMCA Retirement Fund

Elliott Buchholz

Chief Information Officer