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Using Salesforce for Good not Evil

Marc Baizman
Sonny Cloward
Anthia Zito
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Agenda
• Salesforce.com and Organizational Data Management
• BREAK OUT SESSION: Organizational Processes
and Data Management Systems
• What is Salesforce.com and how it applies to
nonprofits
• What are organizations doing with sfdc?
• How do orgs choose sfdc?
• What does a “successful project” look like?
• Lessons Learned: What worked, What didn’t, What
would you do differently?
• Advice to someone starting a new project
• Project Lifecycle
• Q&A
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Session Objectives
• Learn what Salesforce is
• See how other orgs are using it
• Things that work well and don’t work well
for other orgs
• Share good advice to those just starting
the journey (or in the middle)
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Who’s in the audience?


• Currently Using • Of the SF users, what
SF? are you using it for?
– Fundraising and
• Don’t but might? Donations
• Use something – Event Registration
else, just browsing – Volunteer
Management
– Managing your
programs
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Framing the Discussion


• Results from the next breakout session
are what you’ll be thinking about for the
rest of the session and maybe using SF as
the data management system of record
• Interactive Game for the Breakout
• Report out after breakout
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Find a buddy or 2 who:


• Uses some system (Convio, Excel, 3x5 cards, SF,
ETO, anything!) to track:
– Fundraising and Donor Management
– Case Management
– Membership
– Etc. Name your process!
• Are you happy with your system? Why or why not?
• What is the best thing about using it? Why?
• What is the worst thing about using it? Why?
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Organizational Processes and Data


Management Systems
• Who does/has:
– Mass communications
– Members
– Fundraising
– Events
– Case Management
– Recruiting
– Volunteer management
• How are you managing these
functions/processes?
• How many data management systems? Are
they integrated?
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What is Salesforce.com and how it


applies to nonprofits (1)
• Web-based CRM Database
– “Constituent/Client” Relationship Management
• Currently 2 “flavors”:
– Default Template tailored to Business Sales
Processes (go figure)
• Tracks Leads/Accounts/Contacts/Opportunities
– Nonprofit template tailored to development
and fundraising activities
• Tracks Leads/Organizations/Contacts/Donations
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What is Salesforce.com and


how it applies to nonprofits
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Salesforce is a Web-based CRM


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Standard Template
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Nonprofit Template
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What is Salesforce.com
continued…
• Approx 3,000 nonprofits using the
platform
• Sign-up for 10 license donation, get
trial immediately
• Active developer community
(AppExchange)
• Constantly updating and modifying
the platform
• Free Technical Support
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How do orgs choose sfdc?


• Thorough assessment of needs
and solutions
– TechSoup, Idealware, NTEN,
colleagues, etc
• TCO vs. TVO
– Total cost of ownership vs total
value of ownership
• Comprehensive org-wide data
management solution vs. siloed
apps
• Accessibility (web application)
• Customizability
• Cost
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Costs to Nonprofits
• 501(c)3s get 10 donated
licenses
– Above 10, there is an 80%
discount
– Currently $360/user/year
• Add-on Costs – some
AppExchange apps
– Vertical Response (Email
Campaigns)
– Demand Tools (Data Cleaning)
• 80% Discount on training
classes

Extra!
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4 Examples of SFDC Use in NPOs


• Fundraising
• Case Management
• Recruiting
• Member/Event Management
– Global Business Coalition Case Study
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Fundraising
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Using Salesforce for Fundraising

• Contacts
• Organizations
• Households
• Campaigns, Appeals and Events
• Gifts & Revenue (Donations, Pledges, Fee for
Service, Event Tickets)
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Contacts
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Revenue - Donations
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Revenue - Pledge
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Donor Cultivation
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Campaigns, Appeals and Events


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Case Management
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Using Salesforce for Case Mngmnt


• Referral/Intake - Leads
• Clients - Contacts
• Providers - Accounts
• Cases
• Console
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Referral/Intake
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Case

Client

Provider
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Console
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Recruiting
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Using Salesforce for Recruiting


• Includes Web Integration (PHP 5.1 or greater)
• Support recruitment of
– Full-Time, Part-Time, Interns, and Volunteers
• Built in Reports & Dashboards
• Convert applicants to Users and/or Contacts
• Offered FREE of charge to NPO’s
• Custom Objects
–Positions
–Applications
–Candidates
–Interviews
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Creating a New Job Posting


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Jobs Display on the Website


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Applicants Apply Online


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App Data is sent into SF


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Automated Email using Workflow


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View Candidate Details


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Sample Interview
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Recruitment Dashboards
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Recruitment Reports
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How to get NP Recruiter


• Visit www.npowerny.org/nprecruiter/
• Fill out the form
• We will send you detailed download
instructions and any web integration code
you may need
• You need to have your own web hosting
provider – we don’t host this application
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Member/Event Management

GBC is comprised of more than 220 companies


working to maximize their impact in the fight
against HIV/AIDS, tuberculosis, and malaria.
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GBC: Challenges
State of GBC Existing system NOT
• Rapid growth in working!
membership • Non-relational database
• Engagement across 8 setup
country offices • No system to track
• Staffing challenges prospects, partners and
donors
• No event management
• Limited CMS
• Reporting constraints
GBC was struggling with an inefficient
system and needed a customizable
solution that would fit our unique model.
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GBC: Success with Salesforce


• Customized solution
• Access for all staff
• Manage member
engagement
• Streamline the
Relationship
Management processes
• Reports on demand
• Integrates with our
website
• Online event
management: custom
RSVP module
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GBC: How we capture event details


Custom fields on the Campaign object
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GBC: Online RSVP Form


Generated thru API custom code and hosted on GBC’s website
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GBC’s Online RSVP - Mapping


Campaign object Record Campaign object
saved
New Record Type RSVP Form URL link
Custom event fields generated
Show/hide event details
GBC Website
API call
RSVP Form hosted on site

RSVP object GBC Website Contact clicks Email invitation to contacts


Creates new record Contact submits URL link to RSVP Form
URL link
RSVP
API call
Email
match
Contact object Contact object
Checks contact emails for match Associates RSVP Response to contact
record
No email Contact
match match
Account & Contact objects
Account & Contact objects Creates new contact record and/or new
Checks full name & account account record and associates RSVP
for match No
response to new contact record (related list)
match

Campaign object
Salesforce object Associates RSVP response to
the campaign record (related list)
External to Salesforce
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GBC: How we collect RSVP responses


Related lists on Campaign & Contact objects
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GBC: Lessons Learned


+ -
• More proactive • Slow adoption of more
engagement sophisticated functionality
• Decrease retention risk • Reporting constraints
• Automate business
processes
• Integrate financial data
• Report to stakeholders
• Analyze trends
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GBC: What’s next …


• New Integrations with
Salesforce:
– GBC’s Members Only website
– GBC’s Best Practices AIDS Survey
– Advanced reporting tools
• New modules:
– Monitoring & evaluation for GBC’s
Impact Initiatives
– Invoicing members via Salesforce
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Advice to those starting the journey


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DATA DATA DATA


• LOOK AT THIS EARLY
• How many sources?
• Is it clean?
• If not, who will clean it?
• Can you get it into
Excel/CSV easily?
• Is it better to start with a
clean slate?
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Process Mapping
• Define and map your
process BEFORE putting
into SF
• Get all the process owners
in the same room to agree
on how to do things
• Make sure you get all the
“hidden data”
• Sample flowchart with
swimlanes (next page)
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Sample Flowchart with Swimlanes


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Limit Scope
• Don’t try to move your entire
org at once!
• One piece/process/function at
a time
• User adoption is some groups
is easy, others not so much
(i.e. Non-tech-savvy staff vs.
eager volunteers)
• Don’t eat the whole pie!!!
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Flexible but Limited Reporting


• Custom reports easy to
create but limited
• Only 3 objects can be
reported on concurrently
• No “exception” reports
– Give me all A’s with no B’s
• AppExchange Apps:
– Crystal Reports
– Jasper4Salesforce
– Cognos
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User Training and Documentation


• Don’t underestimate
user adoption issues
• Pilot group with a small
tech-savvy team
• Embed documentation
where possible
• Jing Screencasts
www.jingproject.com
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Beware “hidden” costs!


• Technology is an investment,
even when it’s free (Thanks,
Judi Sohn!)
– http://www.momathome.com/2008/02/technology_is_an_investment_e

• Do you need > 10 Licenses


• Some AppExchange apps
• Consultant costs (if applicable)
• User training time
• Don’t forget Time is Money!
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What worked? What didn’t? What


would you do differently?
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Resources List
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www.salesforcefoundation.org
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• success.salesforce.com
• Community tab → Non-Profits
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usergroups.salesforce.com
Bay Area, DC, NYC, Philly, ?
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www.salesforce.com/appexchange
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blogs.salesforce.com/blogs
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ideas.salesforce.com
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groups.google.com/group/npsf
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Useful NPO-Friendly SF Blogs


• www.gokubi.com (Steve Andersen)
• www.momathome.com (Judi Sohn)
• www.nonprofittechblog.org (Allan Benamer)
• www.pocketsoap.org (Simon Fell –
Salesforce Employee and Mac expert)
• www.nonprofitcrm.org (NPower Network)
• We will make an OPML file of our favorite
SF blogs available on www.nonprofitcrm.org
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What makes a successful project?


• Executive Buy In
• Flexibility
• Participation – client “owns” the project
• Clear Goals
• Quadruple Constraint
• Organizational Buy-In
• Transition Plan
• Reasonable Expectations
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Project Lifecycle
• Info gathering
– Process maps
– Stakeholder Interviews
• Rapid Prototyping/Agile Development
• User adoption
• Training/Documentation
– Jing screencasts
• Support – user groups/discussions/web
sites/etc
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Session Objectives - Redux


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Q&A