Sing Out and Read

Operating challenge

Coaches were trying to text assigned families from Salesforce, but Digital Engagement was routing active conversations to whichever coach became available. That forced users to close each other's sessions, use personal cell phones, and manually log SMS activity just to keep accountability intact.

What Lodestone shaped

• Observed the live coach workflow across program cohorts, parent records, message sessions, Omni-Channel availability, and mobile usage.
• Identified routing problems around conversations returning to the wrong coach, active sessions blocking replies, and coaches needing to message several parents in sequence.
• Outlined remediation paths using Omni-Channel flow, direct agent routing, queue handling for offline coaches, and possible Salesforce ecosystem fallback options.

Resulting direction

• The problem shifted from vague adoption trouble to a specific routing and session-management issue.
• Lodestone could focus on preserving one-stop Salesforce texting before the nonprofit had to move to a separate SMS platform.
• The team had clearer criteria for success: coaches must message their own families, see replies, avoid closing others' chats, and keep activity tracked.

Profile context

Literacy nonprofit

Education nonprofit using singing-based intervention to help struggling readers reach proficiency.