ILRI Comms project insight 2014:
Salesforce
Ben Hack
CKM Team Meeting
Addis Ababa, 2-4 February 2015

Importance
• VIP and other contacts spread across institute
• Better engage with and influence
• Leverage alumni networks
• Better way to profile, target and choose partners
• Many people talk to the same donors
• No metadata about investors that documents the
relationship over time

What is CRM?
Customer Relationship Management
• Allows organizations to manage business relationships and
the data and information associated with them.
• Store partner and client contact information in one central
location in the cloud so the information is accessible by
many, in real time.

What we want to achieve
Objective
Implement Salesforce CRM as a central contacts database that
can be accessed by all ILRI staff.
Vision
Improve our overall impact by becoming a more data driven
organization that engages, influences, and builds long-term
relationships with key partners.

Activities
Done
• Requirements analysis, concept, use cases
• Set up a testing environment & production site
• Data discovery & workflow for data cleaning, importing
• Taxonomy and data model
• Contracting
• Processed legacy data: ILRI40, Mailchimp, Website, ILRI CMS
Ongoing / Next
• More data cleaning and importing (yey!)
• Events dashboard
• Rollout to admins

Rollout
Phases Activities
1  Gather requirements
 Develop taxonomy and customize fields
 Set up test environment
 Data discovery and consolidation
2  Import existing data for general account & contact
Management
 Introduce a Yammer group for Salesforce CRM training
and project communication
3 • Develop custom reports for management
• Implement task tracking
4 • Develop further use cases in close collaboration with
process owners

What we learned
1. Data cleaning is not an afterthought
2. Documentation helps communicate
3. Get a learning partner

Salesforce CRM: Contact management app

Salesforce CRM: Events dashboard

The presentation has a Creative Commons licence. You are free to re-use or distribute this work, provided credit is given to ILRI.
better lives through livestock
ilri.org