When Pet Partners of Greater Cincinnati (PPGC) found themselves with a rapidly expanding volunteer base of nearly 200 therapy animal teams, they faced a challenge many successful nonprofits encounter: their technology couldn't keep pace with their growth. What started as an exciting problem—too many dedicated volunteers wanting to bring comfort to those in need—had become a communication challenge that threatened to limit their community impact.
As a community partner of the national Pet Partners organization, PPGC had built something special in the Greater Cincinnati area. Their therapy animal teams were visiting hospitals, nursing homes, schools, and other facilities throughout the region, bringing joy and healing through the human-animal bond. But success brought complexity.
The organization's existing communication platforms were buckling under the weight of growth. Coordinating schedules, sharing resources, and maintaining connections among volunteers had become increasingly difficult. Members struggled to access important information, and new volunteers found it challenging to integrate into the community. The situation was further complicated by an exciting but complex transition: PPGC was introducing a new website domain name to better align with their brand identity, which meant migrating email addresses for nearly 200 members.
"We needed a solution that would grow with us," explains Susan Steinhardt, Executive Director of PPGC. "Our volunteers are passionate about their work, but they needed better tools to coordinate their efforts and stay connected as a community."
Through their partnership with TechSoup, PPGC connected with Tapp Network to develop a comprehensive digital transformation strategy. Rather than simply building a website, the team focused on creating an integrated ecosystem that would serve multiple audiences: current volunteers, potential new members, facility partners, and prospective donors.
The centerpiece of this transformation was a custom Member Portal designed specifically for PPGC Member’s unique needs. This wasn't just a membership directory, it was a complete community hub where volunteers could access resources, connect with fellow members, coordinate visits, and stay informed about organizational updates. The portal would serve as the digital heartbeat of PPGC's volunteer community.
Alongside the Member Portal, a professionally designed website would serve as the organization's public face, designed to attract new volunteers, educate potential facility partners about their services, and provide an easy pathway for community members to support their mission through donations.
The most critical aspect of PPGC's digital transformation wasn't the technology itself, it was ensuring that every member of their volunteer community could successfully transition to the new systems. Recognizing that nonprofit volunteers come from diverse technological backgrounds, the implementation strategy prioritized education and support.
Tapp Network developed a variety of training sessions and instructional videos that would enable PPGC to manage their new platforms independently. This was a crucial consideration for an organization operating on uncertain funding cycles. The training was about empowering the organization to maintain and evolve their digital presence over time.
The launch strategy carefully coordinated the website debut with the domain and email transition, ensuring that the excitement around PPGC's new digital presence would help smooth the practical challenges of changing email addresses for 200 volunteers. A series of strategically timed communications built awareness and excitement while providing clear, step-by-step guidance for the transition.
Another essential piece of this project was the library of marketing templates the Tapp team created within a nonprofit Canva account, giving PPGC ongoing control over their visual communications without requiring ongoing agency support. This self-sustainability focus reflects a deep understanding of nonprofit realities: organizations need solutions that empower them to succeed independently.
Image: Marketing templates included everything from the usual social media and flyers to therapy pet trading cards.
The quantifiable results spoke volumes about the solution's effectiveness. Within just 60 days of launch, 58% of PPGC's members had not only logged into the Member Portal but were actively using its features. This adoption rate demonstrated that the user experience had successfully met volunteers where they were.
But the numbers only tell part of the story. The June 2025 launch received overwhelmingly positive feedback from the community. Members reported feeling more connected to each other and found it significantly easier to access the information they needed to coordinate their therapy visits. The improved communication systems meant that scheduling visits became smoother, resources were more accessible, and new volunteers could integrate more quickly into the community.
The transformation also works to strengthen PPGC's external relationships. Facility partners find it easier to request visits and understand the organization's services, with the new website UX and potential donors gain a clear picture of PPGC's impact in the community right from the home page.
Image: Website users can view "Our Pets" to read the therapy pet profiles
PPGC's success story illustrates an important principle for growing nonprofits: technology should amplify your mission, not complicate it. By focusing on user experience, community needs, and long-term sustainability, the digital transformation didn't just solve immediate communication challenges, it created a foundation for continued growth and impact.
As Steinhardt reflects, "Tapp Network provided us with the tools and training to be self-sustaining while also offering further enhancements as we gain experience with our new website and member portal." This approach ensures that PPGC's investment in digital transformation will continue paying dividends as they expand their reach in the Cincinnati community.
For other growing nonprofits facing similar challenges, PPGC's journey demonstrates that successful digital transformation requires more than just new technology, it requires thoughtful planning, comprehensive training, and a commitment to bringing every stakeholder along for the journey. When done right, these investments don't just solve today's problems; they create the infrastructure for tomorrow's opportunities.
Like Pet Partners of Greater Cincinnati, your nonprofit has unique challenges that deserve custom solutions, not one-size-fits-all platforms. Our team specializes in creating integrated digital ecosystems that grow with your mission, empower your team, and amplify your community impact.
Whether you're struggling with volunteer coordination, need a complete digital overhaul, or want to build sustainable systems that work long-term, we're here to help you navigate the journey from growing pains to digital success.
Let's start the conversation. Contact us today to discuss how we can create a custom solution tailored to your organization's specific needs and goals.
