CRUK Case Study - Salesforce Training Comms

Facing a high-stakes Salesforce rollout, CRUK turned to Understanding Solutions to lead internal communications and training delivery. Within days, USol embedded a specialist team that created targeted comms, role-specific training, and long-term capability—driving adoption, engagement, and on-time success.

The Challenge our Client Faced

Cancer Research UK (CRUK), the world’s leading cancer charity, faced an urgent need to roll out a Salesforce training programme for its internal teams. While the training itself was critical, the organisation quickly realised that internal communications were equally important to ensure adoption, engagement, and alignment with broader goals. The internal team lacked both the capacity and the experience to manage a programme-wide communications strategy alongside delivering the training. CRUK needed a partner who could provide expert guidance, embed capability, and ensure that the right messages reached the right people at the right time.

Understanding Solutions Approach

Understanding Solutions deployed an initial Salesforce Training Manager who conducted a rapid discovery of CRUK’s existing environment. This associate met with stakeholders across the business to understand their needs, assessed the current training content and processes, and identified gaps that could jeopardise the timely rollout of the programme.
Following this discovery, USol augmented the team with two additional associates: a Communications Manager to manage and coordinate all internal communications, ensuring staff were aware of training schedules and requirements, and a second Salesforce Training Manager focused on producing high-quality, role-specific training materials in line with CRUK’s tight timelines.
The team worked collaboratively with CRUK stakeholders, embedding best practices for training design and delivery while maintaining flexibility to adjust as priorities evolved. USol’s approach ensured that the programme could progress rapidly, while leaving the internal team empowered to sustain and manage the training beyond the engagement.

The Outcome

Within three working days of identifying the need, Understanding Solutions had the right team in place. Over the following four months, the embedded team delivered comprehensive training content and a structured communications plan, ensuring staff engagement and smooth adoption of Salesforce.
By the end of the engagement, the training programme had been successfully delivered on time, with CRUK staff fully equipped to use the system effectively. The client praised USol’s cultural fit, responsiveness, and ability to deliver under pressure:
“USol have taken a personable approach to CRUK, which culturally fits very well, and have always been responsive when I have asked questions. I don’t think there is anything you could have done better!”
“USol have read how to manage this relationship really well. They have shown what they can deliver and have made a good reputation for themselves with CRUK.”