Salesforce training: Accounts & Contacts


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Salesforce training: Accounts & Contacts

  1. 1. Salesforce Training 1 Topics: Overview, Accounts & Contacts Agenda 1. Status of Project & Training Process Overview 2. System Overview: a) Why Salesforce? b) What It Looks Like c) Basic Taxonomy & Tabs 3. Functionality & How Salesforce Will Make Your Life Easier 4. Accounts and Contacts a) Account Information, Set up and Fields b) Contact Information, Set up and Fields c) Affiliations d) Individual Grantmakers: How to set up e) Relationships f) Views g) Engagements and Benefits: Quick Overview 5. Walkme Tool 6. Questions 7. Next Steps
  2. 2. Salesforce Training Outline Meeting 1: System Overview, Accounts & Contacts Meeting 2: Campaigns Date: July 16 Staff: Programs Team plus Karen, Amanda and Alex Time: 1.5 Hours Meeting 3: Opportunities (in 2 parts) Date: July 17 Part 1 - Overview & Event Registrations Staff (Part 1) Programs Team plus Karen, Amanda and Alex Part 2 – Grants and Membership Dues Staff (Part 2) : Alex, Karen & Amanda Time: ½ Hour each Meeting 4: Reports & Dashboards Date: July 24 Staff: All staff (except Cheryl and Chris, Cara optional) Time: 1 hour Meeting 5: Vertical Response Date: June 25 Staff: Amanda and Alex Time: 1 hour Website Training: September/October
  3. 3. Other Notes: Website Training: September/October There’s some homework….. ……but there are prizes!!
  4. 4. Why Salesforce? Salesforce is a Customer Relationship Management (CRM) tool that is so highly customizable it actually meets the needs of RAs and SCG. What we’re using: Salesforce + Nonprofit Starter Pack: The specific “basic package” version of Salesforce we will work with is called the Nonprofit Starter Pack. It was developed by Salesforce for nonprofits and our version was further customized by the Forum of Regional Associations and later by SCG staff to meet our database needs. Salesforce Foundation has provided a grant of 10 free users for nonprofit organizations. Our Salesforce “instance” creates a 360 degree view of our membership so SCG is positioned for continued improvement, enhanced relevance and growth of services and membership. Salesforce is relational: SCG can effectively and efficiently track, sort and analyze the membership. It’s easy to use: editing information, creating lists, emailing program participants is a simple, fast process. Also using Salesforce to better understand their customers and grow business: Google. AOL. Burberry. 24 Hour Fitness. NBCUniversal. Dr. Pepper Snapple Group. Dell. Groupon. Time Warner Cable. HP. Haagen-Dazs. Kaiser Permanente. LinkedIn. Hitachi. Nikon. American Red Cross. Goodwill. United Way.
  5. 5. Solutions to WA Problems: • Ability to keep record of all contacts: speakers, non profits, non- members, etc. (there’s no cap) • Automatically link contact and account including addresses • Phone Numbers automatically change to form: (213) 680-8866 • Sort by almost any criteria: funding interest, funding location, county, title, SCG President Contact, foundation type, dues level, etc. • Reminders: “Follow up with Angela Gibson at AT&T after meeting” • Relationships: indicate friend/mother/spouse/etc. • Tracking Non-member attendance at programs • Automated email alerts and updates: membership dues received, non-member attendance summaries, etc. • Saved reports: easily updated and exported • Dashboards to visualize information
  6. 6. More Solutions: • Chat – we can chat on Salesforce! • Click to Customize: need a field somewhere? Want to start tracking each member’s favorite restaurant? We can!
  7. 7. More Functionality Workflow Rules & Email Alerts: We can set up rules that trigger an email alert. For example: • An email that alerts a staff member (user) when a sponsorship is recorded • Alert each time a Board member registers for an event Examples: • Chris, Amanda and Karen receive an email when 2014 dues are received. • I receive an email whenever a new contact is added, etc. Reports are lists: Reports can be used for creating an invitation list, reviewing dues information, creating a mailing, etc. They can also be scheduled to send information to you via email. • For example: I receive a report once a week of eligible non-member attendance at events. Need a report? Want a weekly update sent to your email? Let me know! • Questions?
  8. 8. System Overview: What It Looks Like: Basic Taxonomy & Tabs: a) Accounts = Organizations b) Contacts c) Campaigns = Meetings, Events, Programs; Mailing Lists; Dues-Related Campaigns d) Opportunities = $ e) Engagement & Benefits = Used primarily to track interactions with members & prospects f) Reports = Lists g) Dashboards = Visual representation of reports (lists)
  9. 9. Related Lists • Affiliated Contacts (Account) or Organization Affiliation (Contact) • Campaign History (Contact) • Opportunities • Engagements & Benefits • Relationships (Contact Records Only) • VR History • Activities: Internal; for staff to track activities with that member. • Calendar events: a meeting; or a scheduled call (anything with a start and end time) • Tasks: a reminder to staff – For example, send a welcome packet on 5/26. • Notes & Attachments
  10. 10. Salesforce Accounts & Contacts 101 Things to remember: 1. Always create an account first, then add the contacts. 2. Always add contact (with account affiliation) before you add someone to a program. 3. Address fields: • For State use CA • For Country use US
  11. 11. Accounts Accounts = organizations Types: Why 3 types? Details we wan to track are different for each group so we have different fields on each type of account. Review fields: Account Information Contact information on Account Record: 3 main contacts Primary = primary contact Billing = often, the primary contact but could be someone else Web contact = this will be the one person at an organization that can edit any of that organization’s records through our website directory. Address Field: no more typing the address 3 times! Membership Information: quick overview.  Note that Membership Amount, join date, Total amount, end date are tied to the Membership Dues Opportunity (more on this later).
  12. 12. Accounts For Prospective Member Organizations: Recruitment Information – Eligible, rating, assigned to, reasons for not renewing, etc. Related Lists: Affiliated Contacts: Contacts Opportunities: Dues and all other payments made to SCG (grants, etc.)  Questions?
  13. 13. Contacts All Contacts are linked to Accounts. Two Types: General and SCG Staff. • The difference: SCG staff has emergency contact information and no membership details. Affiliated Contacts: everyone who is associated with an organization. Affiliation Information: Function (for SCG): Primary Contact, Billing Contact, Web Contact, Head of Organization Capacity (at organization): Executive Office, Assistant, Programs, etc. Status: Is the individual currently in this role at that organization?  Note: SCG President Contact check box
  14. 14. Contacts Overview of Contact page details How to add a contact – Two options: 1. From Account page (automatically links account) 2. From Contacts tab **If you don’t link the contact: person becomes his/her own account. Important Items:  Preferred Email  Preferred Phone • Why? When we want to know the CEOs email but the CEO only wants to receive email to his assistant’s email address.  Assistant field
  15. 15. Contacts Contact Details (Read Only) and Membership Information Fields:  Do not change membership status fields  Do not use Account Membership Information and Individual Membership Information  Note: it automatically updates under Organization Affiliations
  16. 16. Contacts Individual Grantmakers: 1. Add contact 2. Leave Account field blank 3. Once you save the contact, it will create a “shadow” account with the person’s name. 4. Use Individual Membership Status
  17. 17. Views Views are a way to look at information in a list without having to create or run a report. For information we use often, we create a “view” so you can see details with one click. Example 1: Prospective & Former SCG Members (Accounts)  Check out “inline editing” Example 2: 2013 SCG Programs (Campaigns) Example 3: 2013 Dues (Opportunities)  Check out the Feed feature  Check out the quick Print feature  Notice: All Opportunity names follow same structure “2013 [organization name] Membership Dues”: Naming Convention. Questions?
  18. 18. Relationships  Relationships Viewer is on contact records only 1. Relationships Viewer 2. Relationships Section Questions?
  19. 19. Engagements & Benefits 1. Engagement: records SCG staff engagement with member/eligible non-member (meeting with prospective member, sent an email, called about sponsorship, etc) 2. Benefits: member used a benefit (attended program, used SCG office space, etc) 3. Internal Note: This record type is to be used for purely internal notes/information. For example, if someone hates mayo. This can also be used for an outdated address or a name change. Questions?
  20. 20. WALKME Go to: Don’t go to!
  21. 21. Salesforce Accounts & Contacts Training Homework : Each person will receive a list via email. It contains three contacts which you will need to add to their organization. If everyone completes the data entry by Monday, July 15 we will order lunch after the all staff meeting on Thursday (July 18). The first person to complete the data entry gets to choose the restaurant! Future Prizes and Rewards