Getting Nonprofits on the MapPresentation Transcript
Getting Nonprofits on the Map Joseph Mouzon, Network for Good/Groundspring Jim Yu, United Way Rem Hoffmann, Exponent Partners Track: Nonprofits
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Joseph Mouzon Executive Director Nonprofit Services Network for Good Historical challenges in technology adoption within the nonprofit sector [email_address]
Network for Good Introduction
Leading Nonprofit Technology Service Provider
12,000 NPOs raise $42 million in 2005
Recently merged with Groundspring
INDUSTRY: Nonprofit technology service provider EMPLOYEES: 22 GEOGRAPHY: East & West Coast PRODUCT(S) USED: SFA, Service & Support, 4 downloaded AppExchange applications # USERS: 10
Historical Nonprofit Infrastructure Challenges
Experts in Mission, not infrastructure
Difficult to Fund
Capacity Vs. Program
Nonprofit Technology Challenge
Lack of technological Expertise
Reduced Social Impact
How can we address the key challenges?
Salesforce as a platform
Implemented email campaigns
Integrated with Donate Now
Jim Yu VP of Relationship Management [email_address] From Transactions to Relationships: How Your Nonprofit Can Harness People, Processes, & Technology to Manage Key Relationships
United Way of America
Leadership organization for 1,350 local United Way members in U.S.
Raised $4 billion in 2005
Transforming from fund raising to community impact business
INDUSTRY: Nonprofit Health & Human Services EMPLOYEES: 12,000 GEOGRAPHY: National PRODUCT USED: SFA, Service & Support, DonationForce, EventForce, Functional Documentation # USERS: 260
Documenting & improving business processes
Easily accessing customer data
Tracking customer interactions
Customers falling through the cracks
Integration with legacy systems
Tactical vs. strategic approach to customer
Lower customer service
How did we address the challenges?
Access by roles, teams, & divisions
Custom Objects: EventForce & DonationForce
Integrated with United Way Online
Sales, Service and Support Products implemented
Integration points – United Way Online
Training – 2 a month
17 Business Units affected
What were the results?
Improved customer response times
Cycle time improvements
More visibility (closer to 360 degree view) into customer
Higher customer satisfaction
Why United Way Needs Change? Decreasing Market Share Changing Workplace New Donor Expectations Increasing Competition Decreasing Donor Base CALL TO ACTION
Solution: Customer Relationship Management
The people, processes and technologies associated with managing marketing, sales and service
The art/science of using information to find, acquire and retain customers
A holistic approach that unifies all points of customer interaction
NOTE: Customer vs. Constituent Relationship Management
Why We Chose Salesforce.com Performance Reports On Demand Performance Reports And Dashboards Within Seconds Internet-based Anytime, Anywhere Access Microsoft Outlook & PDA Contact, Task And Email Integration Excellent User Interface Intuitive User Interface – Easy Information Search ASP Hosted Involves No Infrastructure Maintenance Or System Management Scalable Easily Expandable To A Large User Base Secure Strong Information Confidentiality & Security Integration API API To Enable Integration With Internal Applications Salesforce
Lessons Learned in Salesforce Implementation
Driven by Business Needs
Managing Change is Challenging
Project Management is Critical
Recommendations for Successful Technology Adoption
People 50% Process 30% Technology 20%
Rem Hoffmann President Exponent Partners, Inc. [email_address]
Exponent Partners, Inc.
Serve small and medium-sized nonprofits
Core strengths in:
Information technology strategy for nonprofits
Constituent relationship management (CRM)
INDUSTRY: Nonprofit IT Services STAFF: 6 Contract, 10 Assoc. MARKET: US, International NPOs PRODUCT(S) USED: Nonprofit Template, SFA, Service & Support, DemandTools, ClickTools, etc.
Plan…but NO “big bang” projects!
Select the team
Survey all your business processes
Agree on key metrics and indicators
Start quickly and maintain momentum
Plan Prototype Rollout Use, Improve, Extend
ALL constituents - ALL business processes Client Tracking Program Mgmt Marketing Financial Mgmt Member Mgmt Human Resources Online Collaboration Case Mgmt Program Mgmt Contact Mgmt Fundraising
Plan for 100% staff adoption
Focus on usability…e.g. keep it simple
Use existing resources
‘ Just in time’ training
Use the tools
Have a plan for ‘late adopters’
Invest in building Constituent Relationships
Plan for both costs and benefits
Develop CRM in the organization
Roles aligned with mission
Return on mission
Joseph Mouzon Executive Director, Nonprofit Services Jim Yu Vice President, Relationship Management Rem Hoffmann President QUESTION & ANSWER SESSION
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