Microsoft Dynamics CRM: NFP Accelerator

1. Microsoft Dynamics CRM for Nonprofits: Customized & Affordable Donor/Pledge/Member/Event and Case Management for Nonprofits!Shawn Michael, NPower Oregon/TACS – sm@tacs.org

2. Session ObjectivesProvide a functional and technical overview of the Microsoft Dynamics CRM and the Nonprofit SolutionShare examples from pilot projectsTell you how to get it, how to learn more, and how you can help the solution continue to evolve

3. Today’s AgendaWhy CRM for nonprofits?A View from Inside - Microsoft Dynamics CRM for Nonprofit SolutionA View from Pilot ProjectsHow to get it and where to go to learn more

4. PROJECT BACKGROUND & OBJECTIVES

5. The Mission: Microsoft Community AffairsTo enable people and organizations in underserved communities to realize their potential through the power of technology.

6. Community Affairs ProgramsMicrosoft has four main programs to deliver on their mission to help people and organizations around the world:Community Technology Skills ProgramStrengthening NGOs through ITLocal Community SupportEmployee EngagementExecution and evaluation of our programs is enabled through technology

7. Strengthening NGOs Through ITTransform through Innovative TechnologyS+S: Innovative S+S Showcases - Azure Platform, Dynamics CRM Online, SharePointCapacity: Thematic NGO Connection Days MS CIO SummitsOptimize Service DeliveryS+S: Software Donations, Dynamics CRM for NGOsMicrosoft Online & Live Services Awards and CompetitionsCapacity: CIO NGO Connection Days Engage IT Pros, MVP, Developers MS IT Volunteer EngagementAccess Stable & Secure TechnologyS+S: Software Donations Microsoft Online & Live ServicesMS product info, demos, and marketing for NGOsNetworking: NGO Connection communities

8. A View From Inside CRM

9. Solution for Nonprofits Consists of:DataEntities, Forms, ViewsWorkflowWorkflow configurationsBIBusiness intelligence (e.g. custom reports)Source CodeSource code (Amazon Payment integration)Installation, operation and extending the solutionDocumentation

10. Think Beyond Traditional Donor Management…Nonprofit Solution is packed with functionality for:Donation and pledge managementGrant managementMember and constituent managementCampaign managementContract and Services ManagementCase managementEvent managementTailored dashboards and reportsAvailable within Outlook and off-lineIntegration solutions for online donations, integration with other applications, your web site and more…

11. Solution Architecture

12. Online DonationsIntegration with Payment Solutions/Gateways for collecting online donationsIntegrated signup for Amazon Payment ServicesAdditional payment gateways will be added in the futurePayment solution comes with complete source codeCan be customized to fit needs and environmentsIntegrates with Microsoft Dynamics CRM Online for Nonprofits

13. ExtensibilityDeclarative customizations (no code, just point and click)Accelerators for Microsoft Dynamics CRM (these accelerators are available at no charge)Nonprofit SolutionEvent Management AcceleratorE-Service AcceleratorPortal Integration AcceleratorExtended Sales ForecastingWindows Azure for complex scenarios requiring .NET code

14. CRM Online Solution

15. Integration with OutlookThere is seamless integration with Outlook 2007 – users only need to have one interface to learn and interact with!Outlook Tips: - You can go “offline”, simply by clicking the “Go Offline” button. You can continue to work without an internet connection, and your data will be synchronized when you get connected again! - Any email, task, calendar appointment can be associated with a Dynamics CRM record - track your efforts towards a campaign or for a client without re-entering information

16. Member & Constituent ManagementTrack related – - Multiple Addresses - Activities - phone calls, emails, letters, service activities, appointments, etc. - Relationships – employee/employer, board member of, family - Pledges and donations - Cases - Orders, Invoices - Contracts….and moreTerminology Tip: - A Member may be an organization or a household - A Constituent is an individualCustomization Tip: - You can change the names and labels of entities and fields

17. DonationManagementDonations may be related to a Constituent, Member, Pledge, Program and/or a Campaign.Workflow suggestion: When a donation is recorded, you may choose to run a “workflow” that automatically sends the donor a “thank-you” email with data from the record, and notifies appropriate staff of the transaction based on the amount.

18. Pledge ManagementPledges are promises of donations and may be set up to receive multiple payments over time.Workflow suggestion: When a pledge is recorded, you may choose to run a “workflow” that automatically creates a task assigned to a specific staff member to send a special thank you/reminder depending upon the pledged amount.

19. Membership ManagementMemberships can be linked with a Constituent, a Member (organization or household), or both. These records have a begin and an end date, and may have associated benefits, donations and other activities.Benefit Tip: When a membership is recorded, you may choose to assign a default benefit such as “member promotion on web site” either by using an automated or on-demand workflow. These are often benefits that are not acknowledged but require resources to fulfill.

20. Benefits ManagementBenefits can include inventoried items such as cups or t-shirts, or they may be services or subscriptions that a member can access. You can track what benefits have been “fulfilled”, what the costs are.Activities Tip: Be sure to record conversations or emails with the constituent, especially the positive comments that may be useful in communications with funders or future members. Copy your communications coordinator so they can link back to the specific situation.

21. Campaign ManagementCampaigns are a collection of planning and communication efforts and may represent a fund drive, an event or a simply a direct mail solicitation. Track responses to campaign efforts – RSVP’s to events, donations prompted by a solicitation email, etc. to know what is working and what is not…Campaign Management Tip: Create a “campaign template” with pre-defined planning tasks and activities that you can use over and over again to save time.

22. Event ManagementThe Event Management capabilities within Dynamics CRM are extensive – track responses to invitations, attendees, sessions, sponsors, speakers, vendors, team members (staff, contracted help, and volunteers), donations associated with the event, and so much more.Event Management Tip: Track all of your costs for an event including costs for printed materials, speakers, and other activities as they are planned to be able to determine your return on investment for each event.

23. Case, Contract & Services ManagementService Management can take the form of Service Activities, Cases, Contracts or Orders for products and/or services. The flexibility of the service management components provide a way to capture your services, associated notes and documents, and the resources required to provide them - staff, facilities, equipment, and products.Contract & Service Management Tip: All of the appointments, tasks, emails and other activities can be integrated with Outlook 2007 – so you only have one calendar to look at!

24. And more…Role based security provides administrators to manage access in a granular or high-level manner depending on your business model and data security requirements.

25. Communicate with staff using “announcements” that are displayed in the user’s default work place.

26. Users can manage their work “queues” – assigned and in progress

27. Easily create “views” and reports that provide users and managers the information they need.

28. Capture inquiries on your web site, and integrate in other ways

29. Manage the schedules of staff based upon their work hours and availability

30. Track Facilities and Equipment, and their related service and maintenance

31. Create a library of Knowledge Base articles for your staff, volunteers, board and other users

32. Create Word or email templates to merge your data into and save timeAnd more…

33. A View From Pilot ProjectsShawn Michael, NPower Oregon/TACS

34. Oregon Pilots – What they do…Kinship House – Providing essential child welfare and mental health services to children and families during all stages of foster care and adoptionGirls Inc of Northwest Oregon – Inspires girls…to be strong, smart, and bold…CCS – Rainbow Family Services Program – Services include community support, support for children and youth with serious emotional and behavioral issues, family therapy, independent living support for youth aging out of the foster care system and treatment foster care

35. Who – Why Dynamics CRM?Legacy Systems – Antiquated, abandoned and fragmented data systems including older FM Pro databases, Excel spreadsheets and mental lists of staffKey Problems to Solve – Could not run reports reliably or accurately, fragmented data systems because staff needed easy access to the data they needed, could not effectively manage relationships, no ability to extend systems to capture new types of data, could not access data remotely, or at all in some cases because it was housed on an older workstation.Key Benefits – Integrated and centralized data, flexible and reliable reporting, remote and networked access to data, flexible data structure, work flows automated to increase productivity and ensure effective management of relationships

36. The Arc/PDDCUsing custom Access, Excel and DB II applications to track membershipNeed to roll up reports to Arc NationalOrganizational goal to gain 360 view of membership and donorsExisting network infrastructure ready to accept CRM Dynamics serverInstalled basic NGO Accelerator, configured donor, member and event management per client requirements

37. How – Design & Planning PhaseIdentify team – Client & NPower team membersDetermine roles of each team member - Decision-makers, subject matter experts, project manager, etc.Review current data systems, including…Review current work flows and discuss desired improvementsReview current reporting and discuss desired improvementsDetermine what level of data migration is necessaryDocument functionality requirements and intended solution approachDetermine training approach – train the trainer, direct user training – pre-recorded, on-site, etc.

38. How - DeploymentInitialize instance of CRM

39. If applicable, apply customizations provided in Non-Profit Solution

40. Configure instance according to Design & Planning documentation – Labels, forms, additional/revised data fields, additional/revised reports, etc.

41. Import/Enter Sample Data

42. Review functionality and data placement/translation with client deploymentteam

43. Revise configuration and import maps as necessary

44. Document instance with customizations and configuration specifications for administrator use and for user documentation

45. Implement Training ApproachEarly Experiences - StrengthsIntegration with Outlook– from a user’s perspective, this is HUGE!Flexibility – ability to configure the application will allow us to meet a multitude of needs – donor management, grant management, client/case managementOnline or On-Premise options – clients can choose the option that best meets their needs and that they are most comfortable withOffline functionality – roaming staff are often without internet connectivity. This option allows staff to gather data while it is fresh in their mind, and improves productivity by allowing staff to work remotely

46. Early Experiences - ChallengesRevisions of existing reports and design of new of nonprofit-centric reports will continue to be neededTranslation of nonprofit terminology and work flows from corporate terminology and work flowsAdditional payment gateway integrations are needed.Integrations with fiscal systems are needed.

47. How to get involvedGet the Dynamics CRM and the Nonprofit SolutionDynamics CRM Online for Nonprofits: http://crm.dynamics.com/ngoNeed On Premise? Need more than CRM? Check out TechSoup at www.techsoup.orgGet ExpertiseNPower – direct email sm@tacs.orgMicrosoft Partner NetworkGet InvolvedDynamics Community: http://community.dynamics.comCRM community page on TechSoup.org: http://forums.techsoup.org/cs/forums/p/30194/106731.aspx#106731NPower: www.npower.org

Microsoft Dynamics CRM: NFP Accelerator

More Related Content

What's hot (15)

Similar to Microsoft Dynamics CRM: NFP Accelerator (20)

More from Lisa Malone (6)

Recently uploaded (20)

Microsoft Dynamics CRM: NFP Accelerator

Editor's Notes