Customers Archives - FinDock

The Ocean Cleanup

Dominyka Bortnikaite — Mon, 07 Sep 2026 12:43:46 +0000

How The Ocean Cleanup is connecting global fundraising with Salesforce and FinDock

The Ocean Cleanup is on a mission most people recognize on sight: to rid the world's oceans of plastic and stop more plastic from getting in. Behind that mission is a team of around 200 people, working on cleanup solutions around the world.

A donor base scattered across payment service providers

The Ocean Cleanup had already used Salesforce for years, primarily for partnerships and donor support. Individual giving was a different story. Donor data largely lived where the payment happened, directly with payment service providers such as Buckaroo and PayPal, with no central view in Salesforce to understand the full donor relationship or use giving history for future campaigns.

The Ocean Cleanup wanted to bring individual donor data into Salesforce and started rebuilding its Salesforce environment and moved to Nonprofit Success Pack (NPSP), creating the base to bring individual fundraising and donor data into Salesforce as well.

Bringing payments into Salesforce with FinDock

With that foundation in place, The Ocean Cleanup selected FinDock to connect its website donation experience to Salesforce, followed by bringing historic donor data into the platform.

“We already really like that we can see everyone in Salesforce. Based on the roll-up values, we can see how much someone has donated over time, their average gift, first donation and latest donation. It's very nice that we have this one place and have the context.”

Erika Träskvik — Head of Digital Marketing, The Ocean Cleanup

One connected system, wherever a donation comes from

The Ocean Cleanup raises funds globally, and its three largest donor countries — the United States, Germany and the Netherlands — all bring different payment expectations. Through FinDock, The Ocean Cleanup connects Buckaroo, PayPal and Stripe to Salesforce, so donors always see the payment methods they're familiar with, without adding operational complexity in the backend.

Local payment methods

Euro payments processed primarily through Buckaroo, alongside PayPal and Stripe for selected card payments.

US dollar payments run primarily through Stripe, with cards and ACH.

One-time & recurring giving

One-time and recurring monthly donations, with FinDock managing recurring mandates and routing payments to the right provider.

New methods, fast

New methods, such as Stripe Link, added through FinDock without building a new integration from scratch.

“We wanted to turn Stripe Link on and see how people would respond, and already we see a lot of people using it. As new payment methods become relevant, we can add them through FinDock.”

Erika Träskvik — Head of Digital Marketing, The Ocean Cleanup

The donation page itself uses FinDock's API, supporting the different providers and payment methods The Ocean Cleanup's international donor base requires.

Automating what happens around the payment

Having payment data available natively in Salesforce also lets The Ocean Cleanup build processes around what happens when a donation doesn't go as planned.

Dunning with PayLink

A dunning flow automatically sends a PayLink when a recurring payment fails, giving the donor an easy way to complete it.

Timely follow-up

Donations that are started but not completed are automatically closed after an hour, triggering a follow-up email while the intention to donate is still recent.

Expiring cards, solved

Plans are underway to expand the use of PayLinks to let donors update expired payment methods, rather than just retrying the same failed payment.

“A first version of the Dunning flow is live and we are looking to take it a step further and start using PayLinks to update the payment method itself, because if an expired card caused the problem, simply retrying that one payment doesn't solve it for next time.”

Erika Träskvik — Head of Digital Marketing, The Ocean Cleanup

Giving supporter service the context it was missing

For the support team, having payment data in Salesforce means donor questions and changes can be handled from one system, with giving history right there for context.

“For our customer support team, it's much easier to manage supporter requests through one system rather than hopping around. And the same goes for reporting. We used to download reports from every payment service provider and build pivot tables in Excel. Now the reports are already set up in Salesforce. We refresh them, look at the dashboards and immediately have the overview we need.”

Erika Träskvik — Head of Digital Marketing, The Ocean Cleanup

Growing recurring giving

Recurring giving is growing at The Ocean Cleanup. An impact calculator on the donation page has helped shift more supporters towards monthly donations.

“We can see our recurring donor numbers increasing, and of course we want to keep those donors for longer. Having all that data in one place means we can see how that base is developing and start thinking about what we can do to build those relationships over time.” Erika Träskvik

From payment data to personalized donor journeys

The Ocean Cleanup is using donation history to shape journeys, from welcoming a first-time donor to recognizing long-term supporters and following up when someone stops giving.

As the team continues developing its Salesforce environment, Erika also values having FinDock there to help navigate the different moving parts.

“FinDock support is always super responsive. They're quick to help and to tell us whether something is related to FinDock or Salesforce. That's great.”

Erika Träskvik — Head of Digital Marketing, The Ocean Cleanup

For The Ocean Cleanup, bringing payments into Salesforce has created a foundation that goes well beyond processing donations, giving the team what it needs to understand supporters better, build stronger relationships and keep evolving the fundraising experience as the organization grows.

See what FinDock can do for your fundraising

Bring every donation, provider and donor record into one connected Salesforce platform.

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Axepta BNP Paribas

Dominyka Bortnikaite — Thu, 30 Jul 2026 06:27:51 +0000

Connecting customer service with payment operations

Axepta BNP Paribas brought payment operations into Salesforce with FinDock, uniting sales, billing, customer service and payments on one platform and processing around 15,000 recurring payments every month.

Axepta BNP Paribas is a leading European payment service provider, helping businesses accept and manage payments through payment terminals, e-commerce and omnichannel payment solutions. Customer service is one of its key differentiators, but as the business grew, customer, billing and payment data became spread across disconnected systems.

Rather than introducing another specialist payment platform, Axepta BNP Paribas chose to continue building on Salesforce. Together with FinDock, the company brought payment operations into Salesforce, creating one connected platform for sales, billing, customer service and payments.

Today, Salesforce Revenue Cloud and FinDock support Axepta BNP Paribas' complete quote-to-cash journey, processing around 15,000 recurring payments every month while giving employees a complete view of every customer from one connected platform.

Customer-first service required more than connected systems

Before its transformation, Axepta BNP Paribas' customer journey was spread across three different systems.

Salesforce supported lead management, order management and customer service. Invoices were generated in EOS, while direct debit processing and payment reconciliation took place in SAP. Each application fulfilled its own purpose, but together they created operational complexity and a fragmented landscape.

When a customer called with a question about an invoice or payment, customer service employees often had to search across multiple systems before they could provide an answer. Information was fragmented, reporting was split across applications and different implementation partners maintained different parts of the landscape.

For an organization where customer service is a key differentiator, that wasn't the experience Axepta BNP Paribas wanted to deliver.

"Customer service is key for us. We wanted our employees to have a complete view of the customer whenever someone gets in touch. Bringing payment operations into Salesforce means they no longer have to switch between systems and can immediately see everything they need to help the customer." Frederik Libbrecht — Salesforce Lead at Axepta BNP Paribas

Bringing payment operations into Salesforce

Because Salesforce was already the strategic platform for customer-facing processes, Axepta BNP Paribas chose to continue building on that foundation. After their initial Salesforce implementation, they decided to extend their solution with Salesforce CPQ and Salesforce Billing. FinDock completes the solution by bringing payment operations directly into Salesforce, connecting billing, collections and reconciliation into one platform, providing a single view for customer service. Rather than treating payments as a back-office process, payment operations became part of every customer interaction.

FinDock brings this together across three areas: processing, recovery and reconciliation. Here's what that looks like combined with Salesforce for Axepta BNP Paribas' complete quote-to-cash journey.

Payment Processing

Every SEPA Direct Debit and Credit Transfer, matched automatically.

Payment Recovery

Refunds, reminders and debt collection stay part of the customer journey.

Payment Reconciliation

Billing and collections reconciled into one connected record.

Today, the complete quote-to-cash journey runs inside Salesforce with FinDock.

Behind this process sits a flexible payment operation that supports every payment scenario Axepta BNP Paribas offers. Businesses can either rent payment terminals through recurring contracts or purchase them outright. Rental agreements generate around 15,000 monthly collections through SEPA Direct Debit, while one-off purchases, replacement accessories and service fees are invoiced separately.

Customers can pay through either SEPA Direct Debit or SEPA Credit Transfer, with incoming transactions automatically matched to the correct customer, invoice and payment schedule inside Salesforce. Refunds are also processed through FinDock, while reminder and debt collection processes continue within Salesforce. This ensures every payment event becomes part of the complete customer journey and customer service always has an up-to-date view of every payment interaction.

Better payment operations create better customer experiences

Bringing payment operations into Salesforce transformed both the employee and customer experience. Customer service teams now have immediate access to contracts, invoices, payment status and customer history from a single customer record, while automatic reconciliation, Guided Matching and integrated business processes simplify payment operations behind the scenes.

The result is one platform where employees spend less time searching and managing exceptions, customers receive faster and better-informed support, and Axepta BNP Paribas delivers both efficient payment operations and seamless payment experiences. Resulting in an increased CSAT score of 3,95/5 in 2024 to 4,16/5 in 2025. A substantial improvement for a year-over-year change.

3.95 → 4.16

CSAT score, 2024 to 2025 (out of 5)

Building on a future-ready platform with Agentforce

With customer, billing and payment data working together in Salesforce, Axepta BNP Paribas continues to expand what their Salesforce platform can do.

One example is an Agentforce use case that supports customer service employees during contract cancellations. The agent identifies contract types, calculates notice periods and prepares the information employees need before guiding customers through the cancellation process.

By building on one connected Salesforce platform, Axepta BNP Paribas has created a foundation that supports continuous innovation without introducing new silos or disconnected applications.

A partnership that supports continuous improvement

Frederik highlights the collaboration throughout the implementation and the ongoing partnership with FinDock.

"Whenever we have a question or run into a problem, FinDock responds very quickly. They're always willing to jump on a call and work through it together. It really exceeds our expectations. What I also appreciate is that the partnership doesn't stop after implementation. Through product updates, webinars and early insights into new capabilities, FinDock continues to help us get more value from our Salesforce platform." Frederik Libbrecht — Salesforce Lead at Axepta BNP Paribas

By bringing payment operations into Salesforce, Axepta BNP Paribas has created a platform where all customer data lives. Employees can help customers faster, payment operations run more efficiently, and the business has a foundation that will continue to evolve with Salesforce and Agentforce. It's a combination that delivers better operational efficiency, better payment experiences and, ultimately, customer payment happiness.

Your customers deserve payments this smooth

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Vierstroom Memberships

Dominyka Bortnikaite — Tue, 14 Jul 2026 08:43:31 +0000

How Vierstroom is building a membership platform for every generation with Salesforce and FinDock

Vierstroom is a Dutch healthcare and membership organization dedicated to helping people live independently and comfortably for as long as possible. Through its membership services division, the organization supports more than 60,000 members with services, advice, and benefits that contribute to their wellbeing and quality of life.

For more than 26 years, Vierstroom’s membership organization relied on the same system. It had served the organization well, but over time it became harder to support the ambitions Vierstroom had for the future. Processes that worked years ago were becoming increasingly difficult to scale, automate and improve.

As member expectations evolved and the organization looked for ways to engage both existing and future generations of members, Vierstroom decided it was time for a new foundation.

Together with Salesforce, FinDock and implementation partner, the organization moved its membership administration and payment operations to Salesforce.

Creating a foundation for growth

While Vierstroom is a much larger organization, its membership services division is run by a relatively small team supporting more than 60,000 paying members.

As Vierstroom’s ambitions around automation, member engagement and scalability grew, the organization increasingly found itself working around the limitations of its existing system.

“We increasingly ran into the limits of what the system could support.”

— Daantje van der Pluym, Directeur a.i.

The organization wanted to:

Automate repetitive administrative work
Create stronger connections between membership data, communications and payments
Support future growth without increasing manual workload
Modernize member experiences while continuing to serve less digitally active members

After evaluating different CRM solutions, Vierstroom selected Salesforce Nonprofit Cloud and FinDock as the foundation for its future member platform.

Supporting every member’s preferred payment journey

One of Vierstroom’s key requirements was flexibility.

While many members prefer digital payment methods, a significant part of the membership base still relies on letters and manual bank transfers. Moving everyone to a fully digital process simply wasn’t realistic.

Imagine being 80 years old and suddenly being expected to manage everything digitally. The local bank branch has almost fully disappeared. Services that once involved a phone call or paper form now require online portals, passwords and apps. What feels convenient to one generation can feel overwhelming to another.

Vierstroom sees that reality every day. While the organization wants to encourage efficient payment methods such as direct debit, it also recognizes that many members still prefer receiving a letter and manually transferring their contribution. Supporting those members is not seen as an exception. It is part of providing good service.

“We want to stimulate direct debit as much as possible because it is the most efficient process. At the same time, we have members who still want to pay manually. We need to support both.”

— Joyce Kinkel, Operations Manager

Turning flexibility into everyday payment processes

That need for flexibility now comes together in the way Vierstroom manages its membership payments in Salesforce and FinDock. The platform supports the core payment processes around membership, while still allowing different journeys for different members. This includes:

Supporting both direct debit and manual payment methods
Managing annual membership contributions from a single platform
Offering digital payment links while continuing to support letter-based payment journeys
Automating payment reminders and follow-up communications
Collecting payments for member events through PayLinks
Processing refunds through SEPA Credit Transfer
Bringing member, payment and financial data together in Salesforce

Members who prefer digital communication can receive payment links by email. Members who prefer traditional communication can continue receiving letters and paying manually.

For Vierstroom, that means payment operations can become more efficient while the member experience remains flexible, personal and accessible.

A platform with more potential still to unlock

Vierstroom sees the implementation as the beginning of a longer journey.

The organization is continuing to explore additional automation opportunities, including e-mandates and further optimization of payment processes.

For a relatively small team supporting tens of thousands of members, those improvements can make a significant difference.

“We invest in systems and automation because we have a lot of work with a relatively small team.”

— Joyce Kinkel, Operations Manager

The biggest benefit so far is having a platform that can continue to evolve alongside the organization, something that had become increasingly difficult with the previous system.

Advice for other membership organizations

Looking back, Vierstroom encourages organizations to be realistic about the role of analogue processes.

Even in a digital-first world, some members will continue to prefer letters, manual payments or telephone registrations.

“You should not assume everything will become completely digital. If you serve a certain target group, there will always be an analogue component and the technology you choose should support that.”

— Daantje van der Pluym, Directeur a.i.

For Vierstroom, the goal is not to force every member into the same journey.

It is to create a platform that supports both digital convenience and personal service, while giving the organization the flexibility to keep improving in the years ahead.

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Konzernverantwortung

Dominyka Bortnikaite — Tue, 02 Jun 2026 14:56:17 +0000

How Konzernverantwortung scaled supporter engagement and donation operations with Salesforce and FinDock

Konzernverantwortung, the Swiss Coalition for Corporate Justice, mobilizes supporters across Switzerland to campaign for stronger corporate accountability laws.

As the organization grew, so did the complexity behind supporter management and donation processing. What started as a small coalition quickly evolved into a large-scale movement with growing fundraising operations, thousands of supporter interactions, and national campaigns requiring speed, flexibility, and reliable data.

To support that growth, the organization implemented Agentforce Nonprofit (formerly known as Nonprofit Cloud) and FinDock together with Salesforce partner ANT Informatik.

The result: faster donation processing, less manual work, and a more responsive supporter experience.

“Thanks to Salesforce and FinDock, we can process donations much quicker and communicate with supporters much faster than before.”
— Dario Schai, Fundraising and Campaign Manager at Konzernverantwortung

Growing beyond manual processes

In the early years, Konzernverantwortung operated with a lightweight setup managed largely through external systems and spreadsheets.

As donation volumes increased, the limitations became clear:

Supporter data was managed externally
Payments without reference numbers required manual matching
Payment processing relied on scripts and spreadsheets
Teams lacked direct visibility into supporter and donation data
Thank-you communications were delayed because processing took too long

The organization also had to support typical Swiss donation behavior, where many supporters still donate through payment slips and QR bills via e-banking or post offices. Konzernverantwortung needed a solution that could handle both traditional donation methods and future automation ambitions.

Why Salesforce and FinDock

Konzernverantwortung selected Agentforce Nonprofit as the foundation for supporter engagement and fundraising operations.

Implementation partner ANT Informatik, introduced FinDock to manage payment processing and reconciliation directly inside Salesforce.

Key requirements included:

Reducing manual reconciliation work
Supporting Swiss QR bill and reference number payments
Improving visibility into supporter and payment data
Automating donation matching and supporter communications
Creating a scalable foundation for future campaigns

FinDock’s Guided Matching capabilities became especially valuable for handling payments without reference numbers, such as donations connected to campaign material orders.

“With FinDock integrated in Salesforce, it’s much easier to process payments without reference numbers and see whether someone is already in our database.”
— Dario Schai, Fundraising and Campaign Manager at Konzernverantwortung

Reducing manual work while improving supporter experiences

One of the biggest operational improvements came from reducing manual payment processing work. Before Salesforce and FinDock, payment imports and reconciliation were handled through a combination of scripts, spreadsheets, and manual database updates.

Today, much of that process is automated directly within Salesforce. The organization estimates it has already reduced the time spent on payment processing by more than half, with further efficiency gains expected over time as more supporter payment history becomes available in Salesforce.

For a small fundraising operation, even modest efficiency improvements make a major difference.

“We probably saved around two-thirds of the time compared to our previous process.”
— Dario Schai, Fundraising and Campaign Manager at Konzernverantwortung

The impact extends beyond internal operations. Because donations are processed faster, the organization can now thank supporters much sooner after a donation is made.

Previously, donations and thank-you communications were processed only once or twice per month. Today, the organization typically processes and responds to donations weekly.

Salesforce Flows help automate the thank-you process based on supporter preferences and donation amounts. Supporters can receive either an email or a personalized letter depending on the donation value and communication preferences.

The organization also sees future opportunities for deeper personalization using payment data directly inside Salesforce.

Building a scalable foundation for future campaigns

For Konzernverantwortung, Salesforce and FinDock are helping create a more scalable and supporter-centric organization. The team now spends less time on manual payment operations and more time engaging supporters and running campaigns, improving the payment experience.

Dario also advises other nonprofits to invest time upfront in designing their payment matching strategy carefully.

“The Guided Matching rules are very powerful, but it helps a lot if you already know what kinds of payments and exceptions you need to handle.”
— Dario Schai, Fundraising and Campaign Manager at Konzernverantwortung

As the organization prepares for future campaigns and large-scale signature collection initiatives, Salesforce and FinDock provide the flexibility and operational foundation needed to support continued growth.

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T1International

Dominyka Bortnikaite — Fri, 13 Mar 2026 13:49:08 +0000

From a vulnerable donation form to confident, secure giving in Salesforce

For T1International, trust is everything. As a global diabetes advocacy organization led by people impacted by diabetes, every donation represents more than funding. It represents solidarity, community and shared experience.

With just three full-time staff members and two part-time team members and contractors, the organization operates lean. There is no large IT department and no dedicated fundraising team. When something breaks, it lands on the people already juggling fundraising, operations, and advocacy.

When a “low-cost” solution becomes expensive

To manage online donations, T1International had commissioned a custom-built form connected from Salesforce to Stripe and PayPal. At the time, it felt like the right decision. It was affordable, flexible, and allowed them to reflect both US dollars and British pounds when they still operated US and UK entities.

But about a year and a half after going live, at the yearend giving season, hackers discovered the form and it became so vulnerable that the team had to take the form offline.

“It was one of the most stressful winter holiday breaks I’ve spent,” says Allison Hardt, Community Development Director.

Online donations temporarily stopped. Staff time shifted from fundraising to crisis management. And because the form was custom-built, fixing the issue meant relying on the original developer. It became clear that continuing with a custom solution would require ongoing investment and technical maintenance.

The organization did not have in-house expertise to maintain or secure custom code. What once looked like a cost-saving decision had become a structural vulnerability.

“As a small organization, it’s sometimes hard to justify an investment when you technically have the capacity to do something,” Allison explains. “But the amount of staff time lost to having that breach made it much easier to make the case for a new and future-proof payments solution.”

Creating a stable payment foundation in Salesforce

T1International had been using Salesforce NPSP for years. They believed in centralizing donor relationships and building a holistic view of engagement. The Salesforce CRM was in place. The data strategy was clear. But the way donations were collected, relied on a custom-built form that had already proven vulnerable and had even been taken offline. For a small team dependent on consistent online giving, that simply wasn’t sustainable.

A board member who works at Salesforce and does pro-bono work for the T1International, had previously suggested FinDock. At the time, it felt out of reach. After the breach, it felt necessary.

Implementing FinDock brought payments fully inside Salesforce. More importantly, it shifted responsibility for maintaining and securing the payment infrastructure away from the small internal team.

“It is such an asset to know that FinDock owns and maintains the solution,” Allison says. “That the payment functionality is continuously updated and secured as part of the product, and that it’s not something we have to manage ourselves. We really feel confident that the donation form isn’t going to be compromised again. That provides a huge piece of mind.”

After years of working toward the best approach to online giving, their payment operations felt solid.

A foundation that supports the mission

The impact became clear in day-to-day fundraising work. As the organization’s one-person fundraising team, Allison manages grants, major donors, corporate fundraising, and campaign reporting. Before FinDock, campaign reporting required manual cleanup. Donations had to be reviewed and retroactively assigned to the correct Salesforce campaigns. Now, campaign-specific giving pages automatically connect each donation to the right campaign in Salesforce.

“When we’re doing a big campaign push, the fact that it’s linked in there definitely saves hours of my time,” Allison explains.

Instead of spending time correcting data, she can focus on strategy and donor engagement. Reporting is cleaner from the start. Campaign performance is clearer. Payment operations now support fundraising, rather than creating extra work.

At the same time, the organization improved its payment experiences. Dedicated pages for monthly donors and for in-memory or in-honor giving made it easier for supporters to give in a way that feels meaningful.

“We’ve had an increase in in-memory giving, and I think that’s because it’s easier for people to indicate that,” Allison says.

By removing friction on the front end and manual work on the back end, T1International strengthened both their donor experience and their internal operations.

Delivering Customer Payment Happiness

For an organization fighting for access to life-saving diabetes care worldwide, stability in payment operations might seem like a small detail. But when trust is everything, secure and seamless payment experiences are part of delivering real Customer Payment Happiness. And that makes all the difference.

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Zorghulp

Dominyka Bortnikaite — Tue, 03 Mar 2026 08:55:29 +0000

Zorghulp builds the foundation to grow towards one million members with Salesforce and FinDock

Zorghulp, together with its historic label Espria Ledenvereniging, is an independent members’ association in the Netherlands with a long history rooted in the former ‘kruisverenigingen’ (community nursing organizations). From the age of 18, members can rely on Zorghulp for support with health, caregiving and prevention during moments in life when extra help is needed. Today, Zorghulp is the largest members’ association in the Netherlands in the field of care and support, representing just under 700,000 members.

Zorghulp’s ambition is to grow to one million members. With this ambition, the organization aims to strengthen its societal relevance, represent members’ interests more effectively and continue supporting people in a society where pressure on caregiving continues to rise. Achieving that ambition requires a solid foundation that can support scale without losing the human connection that defines the organization.

“If you know you want to grow significantly, you must ensure your foundation is strong enough,” says Willemijn van Damme, responsible for innovation and strategy. “People come to us at moments when life changes. That can happen at different stages of life. The needs and impact of change at 20, 30 or 80 are very different. For that, you need systems that enable you to support people properly.”

The challenge: friction at the most important moment

Zorghulp serves a highly diverse audience, ranging from younger members who expect digital-first experiences to older members who prefer communication by phone or even home visits. That diversity affects communication, services and payment preferences alike.

At the same time, Zorghulp realized its systems were no longer keeping pace with these expectations. The existing Salesforce environment had grown organically over time and had become difficult to further develop.

“Our Salesforce environment had become complicated,” explains Bianca Turkstra, responsible for operations. “It worked, but it wasn’t a foundation we could confidently build on for the future.”

The biggest challenge became visible at a crucial moment in the member journey: onboarding individual members.

Before implementing Salesforce and FinDock in a renewed setup, Zorghulp faced several limitations:

New members could sign up, but could not pay immediately online via iDEAL
100% of payment authorizations were paper-based, creating friction during onboarding
Payment operations were largely managed by an external organization, limiting insight and control
Payments were not directly connected to the member profile, making context-driven follow-up difficult

“That created friction at exactly the moment you want the experience to be smooth,” Bianca says. “If you want to grow, onboarding has to be simple and intuitive, especially with such a broad audience.”

Why Salesforce and FinDock

When Zorghulp decided to invest in a new CRM foundation, Salesforce was a deliberate choice. The platform needed to support personalization, comply with European data security requirements, and be ready for long-term scalability. Payments quickly became a critical part of that decision, because without them embedded in the CRM, the member profile would always be incomplete.

“For us, the member profile is central,” Willemijn explains. “We want to understand a member’s situation so we can support them properly, and payment behavior is part of that context.”

FinDock was selected because it operates fully within Salesforce, giving Zorghulp direct control over payment processes without adding extra systems or dependencies. That flexibility is essential, especially because membership fees are indexed annually.

“We implement those changes ourselves,” Willemijn says. “We are very conscious of how our members’ money is spent, because we want it to flow back to our members as much as possible.”

That same mindset aslo shapes how Zorghulp evaluates partners. Beyond functionality or cost, Zorghulp looks for partners who understand their societal responsibility. In that context, FinDock stood out as a partner that aligned not only technically, but also culturally, with Zorghulp’s values around ownership, transparency and social responsibility.

The solution: digital-first onboarding with choice built in

Today, most new members join Zorghulp online via the website. During registration, they receive the membership mandate directly via iDEAL. This completes the onboarding process and sets up the mandate for future direct debit collections. Members receive their membership number immediately, and both the membership and payment are recorded directly in Salesforce.

“For people who are comfortable online, the process is very smooth,” Bianca explains. “They arrange the mandate immediately, and everything is registered in one place: Salesforce.”

For members who prefer calling the service center, Zorghulp uses FinDock PayLinks. During the call, a digital authorization link is sent so members can complete the payment themselves. Only when digital options are genuinely not possible, Zorghulp reverts to paper authorization.

“Paper authorization used to account for 100% of the cases,” Bianca says. “Now it’s around 5%.”

The results: more control, less dependency, better conversations

With Salesforce and FinDock in place, Zorghulp has gained real-time insight into its payment operations. During the annual direct debit run, approximately 280,000 payments are processed, with clear visibility into which payments succeed and why others may fail.

This has led to clear results for Zorghulp:

Most new members now join and arrange their mandate online immediately
Paper-based onboarding for new members has decreased from 100% to 5%
Payments and memberships are managed in one unified Salesforce profile
Payment operations are no longer outsourced, reducing dependency and costs
Missed payments are handled with context and care, not just collection

“We immediately see whether a payment was successful and, if not, what the reason is,” Bianca explains. “That gives us much more control over our financial position and allows us to take action right away when needed.”

This insight has also changed the conversation around missed payments. Instead of an external agency focusing purely on collection, Zorghulp keeps control in-house.

“When a payment is missed, there is often a reason,” Bianca says. “It’s rarely just about the payment itself. Often there’s a social story behind it, and that matters for how you support someone.”

Looking ahead

With this foundation in place, Zorghulp is ready for its next phase of growth towards one million members. Salesforce provides a single, reliable view of the member, while FinDock ensures payments are fully embedded in the member relationship. Together, they give Zorghulp the control, insight and flexibility needed to scale sustainably, while continuing to invest its resources where they matter most: supporting people.

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Feeding America

Chantal van Mourik — Thu, 12 Feb 2026 12:24:17 +0000

How Feeding America is strengthening its mission with Salesforce-native payments

Every day, Feeding America works toward a single goal: ensuring equitable access to nutritious food for all. Through a nationwide network of food banks, partners, and programs, the organization supports millions of people across the United States who face food insecurity. It’s a mission rooted in urgency, trust, and scale, and one that relies heavily on the generosity of donors, foundations, and corporate partners.

As one of the largest nonprofits in the United States, Feeding America has a large, generous donor base. Behind every gift is a donor who expects their contribution to be handled accurately, responsibly, and with care. At this scale, even small inefficiencies in payment operations can ripple outward, affecting teams, partners, and ultimately the people the organization serves.

A moment of change and opportunity

For years, Feeding America had been running its fundraising and donor operations on Salesforce. Salesforce was sunsetting the organization’s old nonprofit solution (NGOC), which led Feeding America to select the latest innovation from Salesforce with Nonprofit Cloud (now called Agentforce Nonprofit).

What could have been treated as just a technical migration quickly became something more strategic. Feeding America had a choice: replicate the past, or use this moment to rethink how payment operations should work for an organization of its size and complexity.

“Since we were already moving from an old Salesforce solution to Nonprofit Cloud, FinDock was recommended to us by our implementation partner Cloud for Good. For us this was clearly the only logical payments choice to include in our project.” — Mike Silverman, Project Manager at Feeding America.

Payments at the center of fundraising and finance

For Feeding America, payments are not a standalone function. They sit at the core of fundraising and finance operations, where accuracy, predictability, and control are essential to maintaining donor trust.

The organization supports multiple fundraising models at once: corporate and foundation giving, large individual and strategic gifts, and high-volume online donations. They all flow through multiple channels, often in batches, and must reconcile cleanly back to Salesforce-native Gift Entry, the operational backbone for finance and fundraising teams.

As the organization prepared for Salesforce Nonprofit Cloud, it became clear that payments needed to be treated as a central, Salesforce-native part of the project, capable of supporting scale and automation without adding operational risk.

Choosing a foundation for the future

Working closely with its Salesforce implementation partner, Cloud for Good, Feeding America evaluated how best to support this next phase.

“FinDock stood out because Salesforce Nonprofit Cloud requires a payments layer that can act as a processing bridge, bringing card payments, ACH, and digital wallets directly into Salesforce. This unifies donor and financial data, and automating reconciliation natively within the donor record.”

With FinDock, Feeding America could continue using their payment service provider PAYA while introducing capabilities such as Paylinks and MOTO (Virtual Terminal), all managed natively within Salesforce.

Just as important as the product itself was the way FinDock approached the partnership.

“Beyond the platform fit, FinDock’s product demos, timely and complete answers to questions, and deep knowledge of payment operations reinforced the recommendation from Cloud for Good that FinDock was the right solution for Feeding America. They’re not building in a vacuum, they’re really collaborating with us so our needs are taken into account.” — Mike Silverman, Project Manager at Feeding America.

A three-way partnership built for success

For Feeding America, success depended on alignment between the organization, its implementation partner Cloud for Good, and FinDock. That shared focus is helping all parties work together effectively, resulting in a successful implementation that strengthens payment operations and supports Feeding America’s mission.

“We’ve been very impressed with FinDock which really helped in our project. They met or exceeded deadlines over and over again, which gives us a lot of predictability and trust. In addition our implementation partner Cloud for Good has also commented on how clear and specific the FinDock documentation is, and how helpful that is during implementation. This all really helped us during the implementation.” — Mike Silverman, Project Manager at Feeding America

Supporting better payment experiences: now and in the future

While Feeding America is still in the process of bringing the full solution live, the foundation is firmly in place. With FinDock embedded into Salesforce Nonprofit Cloud, the organization is preparing for smarter, more resilient payment operations. That includes robust functionality to automate sustainer giving, improve credit card retry logic, and recapture failed transactions before revenue is lost. All while reducing manual effort for internal teams.

“The goal is quick, accurate, and error-free donation processing inside Salesforce, improving the supporter experience while giving internal teams a single, consistent process for managing on-platform donations.”

Technology in service of the mission

For Feeding America, the move to Salesforce Nonprofit Cloud was required. Choosing FinDock was intentional. By treating payments as a core part of its Salesforce architecture, Feeding America is ensuring that its systems can scale alongside its mission.

Customer Payment Happiness is about protecting trust, enabling generosity, and ensuring that the organization can continue its work, today and in the future.

Learn more about how FinDock supports nonprofit organizations in North America.

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Våga Va’ Dig Själv!!!

Dominyka Bortnikaite — Wed, 05 Nov 2025 18:59:39 +0000

Empowering young people through care, connection, and Customer Payment Happiness

About Våga Va’ Dig Själv!!!

Våga Va’ Dig Själv!!! (Swedish for “Dare to Be Yourself”) is a nonprofit organization on a heartfelt mission: to help young people build self-confidence, courage, and a sense of belonging through transformative camps and youth programs across Sweden.

Founded by Lena and Arne Falkbäck after the tragic loss of their youngest daughter, the organization has grown into a vibrant community built on compassion, empathy, and genuine care. Every year, they organize 10–15 camps, bringing together around 30 children per camp and 45 youth leaders, many of whom once participated themselves.

“We’re like a family,” says Arne, founder of the organization. “Everything we do is based on love, caring, and taking care of each other. That’s the foundation of Våga Va’ Dig Själv!!!.”

Challenges before Salesforce and FinDock

As the organization grew, so did its administrative challenges. Registrations, communication, and payments for each camp were handled entirely manually, via emails, spreadsheets, and bank transfers.

“Before, everything was manual. We emailed participants, sent them payment details, checked the bank account for transfers, and matched each payment by hand. Some paid the wrong amount, others we had to personally reach out to. It took a lot of time, time we wanted to spend helping kids instead.” – Mika Päiväniemi explains

Fundraising was equally cumbersome. Donations came in through manual transfers, with no automated system to track or acknowledge givers.

“We had a simple form on our website where people could see our bank account number. There was no checkout, no tracking, and no way to build relationships with donors.”

The team realized they needed a solution that would help them simplify operations, save time, and enable a more professional fundraising approach, without losing their personal touch.

Why Salesforce and FinDock

Våga Va’ Dig Själv!!! began working with Salesforce to streamline registrations for their camps and participant data. Through Salesforce, they were introduced to FinDock as the natural choice for managing payments and donations directly within their CRM.

“We always work with partners we have a personal connection with. We don’t want soulless cooperation, we want to know the people we work with. And with Salesforce and FinDock, it felt like a perfect match. They share our values of care and commitment.” – Mika shares

The nonprofit quickly connected with the FinDock team, particularly through the guidance and hands-on support of FinDock’s Customer Success Teams.

“Support from FinDock is something special. They always help us quickly, personally, and with real care. That kind of customer support has almost disappeared today, but FinDock still does it, and we really appreciate that.” – Arez Kader says.

The Solution

With Salesforce Nonprofit Cloud and FinDock working together, Våga Va’ Dig Själv!!! was able to automate and simplify its entire payment operation, from camp registrations to donations. Today, when a participant registers for a camp, Salesforce automatically generates a payment request. FinDock’s Guided Matching feature matches incoming payments from the bank using OCR codes, marking participants as paid in real time.

“Now, registration and payments run automatically. We can see who has paid, who hasn’t, and we can focus on the personal contact with those who might need help. It saves a lot of time and gives us much better visibility.”

This transformation was made possible through true collaboration across the Salesforce ecosystem. Salesforce supported the project with a pro bono implementation, while FinDock handled the payment setup and configuration, ensuring both platforms worked seamlessly together from day one.

“It really felt like everyone (Salesforce, FinDock, and us) were one team,” Mika shares. “We had the same goal: to make this a success and to help us focus on what matters most: the children.”

On the fundraising side, FinDock’s Giving Pages have been a game-changer. The team now offers secure online donation options via Swish and credit card, with Recurring Swish ready to launch once their bank supports it.

“It was very easy to set up our Giving Page; it felt like drag and drop,” says Arez. “We really get more fundraising now, especially with offering the Swish option. And the best part is that we finally know who our donors are.”

Previously, a Swish QR code would go directly to their bank with no donor data attached. Now, it directs supporters to their Giving Page, creating a seamless payment experience while capturing valuable donor information in Salesforce for future engagement.

Results & Impact

With FinDock powering their payment operations, the team can now spend less time on manual administration and more time on what truly matters: helping young people thrive.

“It’s saved a lot of time for us and made everything more efficient,” Mika says. “Before, payments were a big administrative task. Now it’s smooth and organized.”

The introduction of online giving has also helped expand their fundraising reach and diversify income streams, crucial as they grow and work towards their vision of offering free camps for children.

“We’ve seen a big increase in sponsors, givers, and funds since using Salesforce and FinDock. It’s helped us unlock new potential so we can reach even more children.” – Mika shares

Looking ahead

The organization’s vision for the future is clear: to make every camp completely free.

“Our philosophy is that no family should ever have to say no to a camp because of money,” says Mika. “Our dream is that one day all camps will be free, and FinDock helps us get closer to that.”

As they continue their journey, Våga Va’ Dig Själv!!! remains driven by the same heart and values that started it all. And with Salesforce and FinDock supporting them, they can focus on what they do best, creating life-changing experiences for young people, powered by warmth and care.

More information about Våga Va’ Dig Själv!!!
Webpage: https://vagavadigsjalv.se/
Givingpage: https://vagavadigsjalv.givingpage.org/stod

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National Youth Orchestra

FinDock — Mon, 25 Aug 2025 07:13:52 +0000

How one of the UK’s cultural charities turned donor complexity into connection, and boosted impact with smart payment operations.

The National Youth Orchestra: reaching the next generation through music

The National Youth Orchestra of Great Britain (NYO) is not your typical orchestra. As a trailblazing organization with a mission to empower young people through orchestral music, NYO builds confidence, leadership, and peer-to-peer mentorship. With multiple strands, from entry-level participation to alumni coaching programs, the organization touches thousands of lives across the UK.

NYO depends heavily on individual donors, major gifts, legacies and trusts. That donor base is vital, not just for operations, but for building a community of supporters emotionally connected to the impact of their giving.

Yet with that emotional connection came a logistical challenge: how could NYO scale the complexity of bespoke donor journeys while also maintaining operational excellence?

The challenge: complex donor journeys

Before Salesforce and FinDock, NYO used another CRM with less integrated payments. That meant hours of manual reconciliation in Excel, complex processes to match donor records to payments, and difficulty managing the personalized communications that are central to NYO’s retention strategy.

“We have a very bespoke way of communicating with all our donors. We have over 15 different thank you letters that someone might receive, tailored based on donation amount, giving history, campaign and more. These personal ways of thanking our donors are very important to us because we strongly believe it helps with donor retention.”

– Rosi Callery, Head of Planning and Operations, NYO

Tracking donations, understanding which campaign triggered a gift, and reflecting back donor impact in communications was cumbersome at best, and impossible in real time.

The turning point: choosing Salesforce + FinDock

Salesforce was selected as the new CRM, with FinDock as the native payments solution. Together, they created a single, integrated platform to manage fundraising, communications, and payments, across both donor operations and wider organizational activities.

“Salesforce and FinDock came as a package for us. We’ve never used one without the other. But it’s been transformational for our fundraising team, and the whole organization.”

Salesforce NPSP, Experience Cloud, and Marketing Cloud now power a fully connected ecosystem. FinDock handles payments and payment operations, from giving page donations to Gift Aid collection, Direct Debit processing, and bank reconciliation, streamlining previously fragmented workflows.

Real-world example

NYO’s ability to personalize donor communications has grown exponentially since implementing FinDock. One compelling example is their November appeal:

11,000 contacts were mailed
1,700 donations were received
Over £100,000 was raised

Thanks to the tight integration between Salesforce, FinDock, and Marketing Cloud, all donations were reconciled quickly and donors received automated thank-you emails, personalized by donation amount, giving history, and supporter profile. This level of personalization was extremely time-consuming with their previous systems.

This personalization is assisted by FinDock’s native integration with Salesforce and Marketing Cloud, making it easy to automate responses while still treating each donor as an individual.

“The thanking process is more complex for us than other charities, but now it’s achievable. We were able to connect campaign source, donation value, and donor status in our thank-you messages.” Said Rosi.

With 99.9% reconciliation in their first financial year on Salesforce + FinDock, the fundraising and finance teams have full confidence in donor data, and the ability to act on it fast.

“Before Salesforce and FinDock, our donation and thanking process was a lot more time-consuming. We often had to schedule our work around the constraints of the system we used, as it could take up to 3 days for our credit card donations to either be successfully processed or declined and would subsequently delay thank you letters/confirmation of receipt being sent to donors. Our previous system was so unreliable that we had to use paper forms for phone donations in case their card details didn’t go through. This left more room for error in the donation processing and thanking process, and put more strain on our workload from week to week.”

“With FinDock being able to immediately process credit card donations, it makes the donation uploading seamless, and we can complete the thanking process in a fraction of the time it used to take. It also means a lot less room for error and is easier to track how the donation is processed from start to finish.”

– Christina Minton, Individual Giving Coordinator

Operational efficiency, organization-wide

What included fundraising transformation is also being used by the entire NYO team, 35 daily Salesforce users across programs, administration, and communications. Projects are managed more efficiently, participant journeys are easier to track, and all touchpoints are connected on one platform.

“Bringing everyone into the same platform has been transformational. We can track individual musician journeys, manage participant communication, and handle evaluations, all in one place.”

And with FinDock, NYO supports multiple payment methods, credit cards, Direct Debits via AccessPaySuite (formerly SmartDebit), and even cheques, without added complexity. A huge win for both the donor experience as their operational efficiency.

FinDock Highlights for NYO

A couple of highlights that show the benefit of Salesforce + FinDock for NYO:

Payment Personalization: Tailor communications to donor behavior using real-time payment data
Automated Thank Yous: Immediate personal follow-up via Marketing Cloud
99.9% Reconciliation: Fast, accurate financial reporting in the first year
Confidence in Data: Accurate, trustworthy reporting for informed decision-making
Guided Matching: Streamlined income reconciliation from bank feeds

The road ahead

While NYO has already transformed how it manages donor and participant experiences, the journey continues. New campaigns, deeper personalization, and operational enhancements remain on the roadmap.

Advice for other Nonprofits

“Make sure you know all your options, and be prepared for how much is possible when everything is in one place.”

For nonprofit teams seeking operational clarity and deeper donor connection, NYO’s story is a compelling example of what happens when CRM and payment data come together.

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Saar aan Huis

FinDock — Thu, 14 Aug 2025 12:12:22 +0000

From bottlenecks to financial control: how Saar aan Huis transformed their payments with Salesforce and FinDock
Saar aan Huis is a healthcare organization in the Netherlands with a mission to connect clients in need of care with caregivers who can offer personal, compassionate support. With several thousand people working for them, including both employees and contractors, the organization plays a critical role in the Dutch care system. But behind the scenes, Saar aan Huis was facing a growing financial challenge that was hurting both their operational efficiency and customer experience.

“Before FinDock and Salesforce, it was costing us a lot of money just to get our money. That’s behind us now.”

– Daniel Oosterhuis, CTO at Saar aan Huis

Disconnected systems and growing payment complexity

As Saar aan Huis grew, so did the complexity of its financial operations. With a unique multi-audience model, Saar aan Huis serves:

Individuals receiving personal care services (often elderly)
Care organizations that temporarily lack staff
A vast network of freelance caregivers who must be paid on time

This diversity brings financial complexity. Saar aan Huis manages thousands of payments every month, ranging from small invoices to individuals, to large payments from organizations, and timely payouts to contractors, all under strict regulatory timelines. Yet their financial systems weren’t keeping up, the connection between Salesforce and Exact was not working for them.

The consequences were significant: no single source of truth, invoices manually adjusted in multiple systems, and delayed payouts. With the scale of their operations, even small issues had the potential to snowball quickly. “We felt that our finance department could increase their efficiency significantly if we would improve on the billing process.”

For Saar aan Huis, the path forward meant simplifying their systems and bringing billing and payments closer to where their customer data already lived: Salesforce.

Streamlining payments with Salesforce and FinDock

With a clear vision to simplify and centralize financial operations, Saar aan Huis brought their entire payment process into Salesforce with FinDock, leveraging Sales Cloud, Service Cloud, and their core CRM.

“We were able to move quickly and learn a lot in the process. The FinDock Customer Success Team really helped us in this process and made a real difference.”

Today, they run an intelligent and automated setup powered by Salesforce and FinDock:

Direct Debits (SEPA) for recurring collections
PayLinks for secure, flexible payments
SEPA Credit Transfers to pay out contractors
Guided Matching to reconcile bank files with high accuracy

Their automation is driven by flows within Salesforce. Each outgoing invoice is automatically assessed: is there a valid mandate? Is the amount above a risk threshold for direct debit? Has a previous debit failed twice? Based on these criteria, the system determines whether to send a PayLink or initiate a direct debit, without human involvement.
This level of automation and flexibility has not only improved their payment operations, it’s laid the foundation for true Customer Payment Happiness.

“Thanks to FinDock, customers pay faster, collections are easier, and we have much more control over our finances. We can follow up quickly, and errors in invoicing have been drastically reduced.”

The results: stronger Payment Operations and Experiences

The transformation at Saar aan Huis can be seen on two sides of the coin: their internal payment operations have become far more efficient, and their clients now benefit from a smoother, more reliable payment experience.

Payment Operations: getting control

With automation, clear flows, and real-time visibility, the team has reduced complexity and regained control:

Time spent on payment operations went down with 71%, allowing them to scale down the time spent without compromising performance
Automated invoice logic determines whether to send a PayLink or trigger a direct debit
Guided Matching simplifies reconciliation of thousands of incoming and outgoing payments
Errors drastically reduced, and issues can be followed up instantly

Payment Experiences: reliable, flexible, and client-friendly

Beyond internal efficiency, Saar aan Huis now offers a far better experience to their audiences. Examples of how the experience has improved:

Invoices include QR codes and PayLinks for easy, fast payments
Direct Debits handled smoothly, even at scale
Clients pay faster and more consistently, reducing overdue balances
Trust has increased now that invoicing errors and mismatches are gone

“The delays in payment processing have now been minimized so that clients and caregivers are presented with up-to-date information about the status of invoices and payments.”

Exploring new features to support clients even faster

With payments and billing now streamlined in Salesforce, Saar aan Huis is already looking at how to extend that efficiency into a real-time banking integration with BankFeed. And in a later stage, Agentforce might be an additional efficiency step in the future as well.

“We receive support tickets through Salesforce already. With Agentforce, we could answer some of those, like invoice questions, without involving the finance team.”

Delivering Customer Payment Happiness

Saar aan Huis now runs a more scalable, efficient, and client-friendly finance operation, fully embedded in Salesforce and built around delivering Customer Payment Happiness.

“Implementing FinDock was one of the best decisions we’ve made. It gave us grip, clarity, and peace of mind. And in a sector where every euro and every hour matters, that makes all the difference.”

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