Donation Management Through Microsoft Dynamics CRM


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Microsoft Dynamics CRM Donor Management enable not-for-profit professionals to access constituent information through a full suite of marketing, sales and customer service capabilities with a familiar Microsoft Office Outlook experience. Using CRM can help you care for your members by:

• Creating efficiency between departments and staff
• Supporting key volunteer leaders
• Tracking and obtaining member information easily
• Reducing IT risks, development time and total cost of ownership
• Improving productivity and business agility

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Donation Management Through Microsoft Dynamics CRM

  1. 1. Donor Management withMicrosoft Dynamics CRM
  2. 2. Agenda BKDT Introduction Overview of Microsoft Dynamics CRM 2011 Product Demonstration Final Thoughts Question & Answer
  3. 3. Introduction - BKD Technologies Division of BKD, LLP National recognized – Presidents Club and Inner Circle Partner (Top Award) Microsoft Gold Certified with 40 professionals available and over 200 Dynamics GP and CRM clients Provide accounting software (Dynamics GP & AX), customer relationship management software (Dynamics CRM)
  5. 5. Donors Drive Organization Success Effectively managing the constituent relationship is critical to every organization’s sustainability and growth.
  6. 6. Now You Can Get CRM That… Fits Your People The right user experience for every user role Fits Your Organization Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets
  7. 7. Microsoft’s Vision for CRM Works the way you do Helps deliver an easier and more natural user experience Works the way your organization does Helps deliver highly configurable workflow and analytics Works the way technology should Helps deliver a flexible platform that simplifies integration
  8. 8. Microsoft Dynamics CRM at a Glance• Over 11,000 customers • Full CRM suite of marketing, from small to enterprise sales and service• Over 500,000 users in more • Native Office experience for than 80 countries rapid adoption• Global network of software • Multi-language with more and services partners than 25 languages• Fast, flexible and affordable • Advanced SOA / Web services architecture
  9. 9. Microsoft Dynamics CRM: Global Customer Base Small Businesses Mid-size Companies Large Enterprises
  10. 10. Driving Global Customer Success Nortel relies on the enterprise scalability and performance of Microsoft Dynamics CRM for a global deployment of 3,000+ users. ING configured Microsoft Dynamics CRM to deliver a more productive global system for purchasing and vendor management. MCF deployed Microsoft Dynamics CRM to reduce service call times by 80% per call and order entry time by 90%.Mitsubishi Caterpillar Equinox uses Microsoft Dynamics CRM to drive its sales processes, with staff productivity up 8% and manager productivity up 5%. Cold Stone Creamery runs their membership club on Microsoft Dynamics CRM, saving millions of dollars over three years.
  11. 11. Not-for-Profits Customer Success Goodwill Industries of Central Iowa deployed Dynamics CRM and increased caseload capacity by 20% and job placements by more than 38% without adding staff Unicef chose Microsoft Dynamics CRM to help track their donor base, marketing activities and customer service. The National Middle School Association used Dynamics CRM to Help empower team members and markets more effectively. Lifeworks is a growing charity used Dynamics CRM to help expand services, reduce costs with an integrated CRM and ERP solution.
  12. 12. Microsoft Dynamics CRM Suite Full CRM suite capabilities and application flexibility  Interactions  Marketing  Sales  Service  xRM  Business Process  SOA  Flexible Deployment
  13. 13. Microsoft Dynamics CRM Sales Solution Sales Capabilities  Full feature set  Sales Workflow  Designed for  Users  Managers  Executives
  14. 14. Fast, Productive Donor Management  Familiar interface drives user adoption and increased productivity  Workflow-driven sales processes ensure consistency and efficiency  Full spectrum of donor intelligence capabilities provides insight and accurate forecasts
  15. 15. Drive Fast and Productive Sales A prospect requests A lead is created with more information the appropriate via the web. sales workflow.The lead is passed to the The lead is automatically right sales person to routed to inside sales close the opportunity. to qualify and assign.
  16. 16. Improved Sales Productivity Consistent Effortless Maximizing360° View of Repeatable Online/ Forecast and Member Members Processes Offline Pipeline Value Experience AnalysisEnables rapid Drives greater Increases Delivers Enablesand relevant efficiencies, consistency, better effectiveresponse and lowers cost of productivity forecast proactivetailored donation and and provides information customermembership campaign more time to and financial service andmanagement management focus on planning relationshipactivities mission management
  17. 17. Microsoft Dynamics CRM Marketing Solution Marketing Capabilities  Full feature set  Marketing Workflow  Designed for  Users  Managers  Executives
  18. 18. Fast, Effective Marketing Management  Intuitive segmentation tools drive superior target selection  Workflow-driven processes increase reach and relevancy  Seamless tracking of cross-channel communications saves time and money
  19. 19. Drive Fast and Effective Marketing Campaign responses are captured; ROI is tracked A new campaign is and reported continuously budgeted, approved, targeted and executedacross multiple channels
  20. 20. Impactful Marketing Scenarios Intelligent End-to-End Fully Targeted Holistic Lead Data Campaign Integrated Cross-Selling ManagementManagement Management Marketing and Up-SellingTools that Seamless 360° campaign Strong Insightfulempower tracking and management multi-lingual analysis formarketing conversion of with easy capabilities, identificationusers to leads across campaign seamless MS of key trendsmanage and all parts creation, Office and discoverycleanse data of the seamless integration and of hiddenacross the organization communication robust opportunitiesorganization management workflow
  21. 21. Microsoft Dynamics CRM Customer Service Solution Service Capabilities  Full feature set  Service Workflow  Designed for  Users  Managers  Executives
  22. 22. Fast, Consistent Customer Service  Comprehensive customization and core platform capabilities ensures business agility  Advanced workflow ensures consistency or service experience  Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling
  23. 23. Drive Fast and Consistent Service The member is The service case is created automatically with an appropriate routed to the service workflow. best available agent.Service requests come in via phone, web, or other channels. The knowledge base is searched and solutions are suggested.
  24. 24. Microsoft Dynamics CRM in the Contact Center Interaction Channels 360 View Reporting & Composite UI Analytics Phone CC Apps Agents Managers Supervisors Executives Wireless PSTN CTI VPN and Internet Web Self-Service Email Chat PBX/ACD Branches IVR ERP LOB Apps Legacy AppsRetail Stores & Dealers Government Offices
  25. 25. Microsoft Dynamics CRM Business Architecture
  26. 26. The Power of Choice for Software + Service  Choose how you USE IT - Outlook, browser, mobile  Choose how you GET IT - Software or service  Choose how you BUY IT - Own it or rent it  CHANGE it any time as your business needs change
  27. 27. Why Choose Microsoft Dynamics CRM? “If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s [Dynamics] CRM product.” - AMR Research, November 2007 ““Buyers also like Microsoft Dynamics CRM’s usability and its quick time-to-value compared with traditional CRM applications.” - Forrester Research, February 2007
  28. 28. Microsoft Dynamics CRM Licensing Microsoft Dynamics CRM On-premise (purchase) • Server and Workgroup Editions Microsoft Dynamics CRM Online • Subscription Online Model Microsoft Dynamics CRM Hosted • Partner Hosted Model Purchased off the SPLA
  29. 29. BKD Consulting Services Assessment Proof of Concept Quick Start Tailored Implementation ServicesAll projects follow the BKD OnTrack methodology focused on ensuring client implementationsuccess while reducing the risk.
  30. 30. Contact Information Jeffrey Paulette BKD Technologies 417.865.8701