Salesforce NPO User Group 5-25-12
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The document outlines the steps to structure and implement a Salesforce CRM system for a nonprofit client. It discusses understanding the client's needs, blueprinting the necessary processes, building a prototype using standard and custom Salesforce objects, preparing and importing existing data, testing usability, training users, and providing post-launch support. The overall goal is to provide a centralized system to manage relationships and engage supporters to help nonprofits better achieve their missions.
Salesforce NPO User Group 5-25-12
- 2. Puzzling A Way To Structure (aka “Implementing SFDC”)
- 3. Why CRM? Why Bother? •A centralized record of participants •A way to simplify complex operating processes •A relationship diary ... a historical record •A way to engage volunteer productively •Data to show your leaders (board, etc.) •Able to communicate personally with groups •Two-way communication (e.g., surveys) •Means to grow base of supporters
- 4. Best Project Environment •Project boundaries: scope, hours, budget •Clients eager to learn, will do assignments •Implementation consultant is: Organized, able to lead, reliable Good listener, asks questions Focused, but aware of “big picture” Humble, able to admit “I don’t know” Good teacher Committed to client success
- 5. Step 1: Understand Client Needs •What is your mission? •Who are your constituents? •How do you serve them? •How/when do you engage them? •What makes you unique? •What things would you like to do better?
- 7. Natl Diaper Bank Network
- 8. Step 2: “Blueprint” Process
- 9. Step 3: Build Prototype •Salesforce standard objects •Non-Profit Starter Pack (NPSP) package objects •Custom apps & objects (Idealist Consulting) •AppExchange custom applications •Custom apex apps & objects (Idealist Consulting)
- 10. Salesforce Standard “Objects” •Accounts = organizations, legal entities •Contacts = people, profile data •Leads = unknown/unqualified “suspects” •Donations = financial records •Campaigns = groups of Leads/Contacts •Cases = service requests •Tasks = reminders to do something •Events = meetings
- 11. NPSP Package Objects •Contacts/Organizations = NPO treatment of these •Households = contacts w/same address, roll-ups •Affiliations = organizational role associations •Relationships = contact-to-contact associations •Recurring Donations = pledges (open/closed end) •Batch Entry = mass input of donations •Contacts Merge = merging of duplicate contacts
- 12. AppExchange Apps •Web integration •Form submission •Email/synchronization •Payments/e-commerce •Events, auctions •Document prep •Data management •Mobile •Social networking •And more …
- 13. Minnesota State College SA
- 16. 104.9 The River Radio
- 17. Start Small Think Big
- 18. Step 4: Prepare/Import Data •Other CRMs, fundraising apps Donor Perfect Raisers Edge •Other data sources Excel sheets QuickBooks Auction software SQL Constant Contact PayPal
- 19. Step 5: Usability Test •Test against client scenarios & data •Clarify & confirm usability •Create useful views, reports & dashboards •Modify as required
- 20. Step 6: Prepare/Deliver Training
- 21. Step 7: Post-Launch Support •Emails •Calls •Re-train •Additional customization •Fixes •Other as required
- 22. Q&A
Editor's Notes
- #4: It's a centralized record of participant details for all who are important to your mission It provides a standardized/normalized "pathway" for engaging with participants It allows you to simplify complex operating processes by showing relationships between data It's a relationship diary ... a historical record It provides quantitative feedback (analysis) on participant engagements (attendance, donations, support cases, surveys, etc.) and modify your delivery to match participant expectations It provides data to your leaders (board, etc.) It allows you to communicate with large groups ("segments") in a personalized manner It provides a platform for two-way communication with participants through many channels It allows you to grow your supporter base exponentially
- #6: Requires: preparation, good questions, active listening, accurate capturing of client requirements
- #7: Complex requirements: relationships include book drive inds & orgs, African libraries & partners, shipments & donations, container ships, etc.; moving from SQL database that is constraining the NPO’s growth
- #8: Organization’s mission is to equip/enable any/all US services providing diapers to those in need; process requires enabling the receipt & processing of application forms from prospective diaper bank “partners”; capturing demographic data on these partners is also a key need, as these data will be used to support requests for funding
- #14: Mission is to strengthen community & relationships for students attending state colleges; Form Assembly used for event registration & program participation (custom objects)
- #15: Mission is to gain commitments by for-profit organizations to invest in job-creating projects; Requires custom objects: Projects, Retention Survey; executive director will use Salesforce Mobile (in lieu of email synchronization), and Salesforce Offline Edition (for remote input of data), Vertical Response email
- #16: Mission is to provide a marine experience through cruises to students aspiring to marine/science education; Groundwire Auctions, IATS payments, Vertical Response
- #17: Mission is to raise funds for special ministry projects; will use C&P to process online & offline donations; payment types will include check, card, e-check, invoice; will produce statements from C&P; will use SMS texting & C&P mobile donations in future
- #18: Mission is to mentor & support financilly-disadvantaged girls & women with entrepreneurial instincts; gather client engagement data with online form, communicate primarily through single/mass SMS texting application integrated with SF