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The Customer Success Platform for Not For Profits


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These not for profits are leveraging Salesforce to connect with their communities, drive change and transform lives. The Olga Tennison Autism Research Centre has developed a Salesforce-based autism spectrum disorder early diagnosis solution; YMCA Victoria measures the social outcomes of multiple youth and community development programs using SocialSuite; and Greenfleet uses Salesforce to manage its members and support for its carbon offset programs.

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The Customer Success Platform for Not For Profits

  1. 1. The Customer Success Platform for Not for Profits ​ Davinder Mann ​ Programs Manager ​ Salesforce Foundation ​ @davsinghmann Salesforce World Tour 2015 ​ Grace Lee ​ Account Executive ​ Salesforce Foundation ​ @gleesalesforce
  2. 2. Olga Tennison Autism Research Centre Knowledge Sharing is Caring Wojciech Nadachowski Senior Advisor, Operations and Projects @wojciechkn
  3. 3. ​ Commenced operations in 2008 thanks to generous donation of Olga Tennison with one academic and handful of students ​ Located at La Trobe University Committed to dissemination ​ Acute growth in 6.5 years •  9 Academics, 25 students, 5 Administrative staff, 120 Maternal & Child Health Care Centres, •  Essential Participant in Autism CRC - $100 million dollar initiative over 8 years •  40 Concurrent Research Projects ​ Developmental Surveillance, 81% accuracy ​ Early Intervention in Child Care Setting ​ Creating tools for low resource settings, SACS in Tianjin China •  Committed to translating research ​ OTARC’s playlist on Apple’s Best of 2014 List Australia’s first research centre dedicated to Autism Spectrum Disorders Organisation Overview: Olga Tennison Autism Research Centre
  4. 4. Community based research means greater number of participants; Social Attention and Communication Surveillance (SACS): Early Identification developed by OTARC: First Pilot study was launched 2006: trained Nurses at 120 centres throughout Melbourne Metropolitan Network Information flow came in paper scores by snail mail 22,000 records: •  No way to know which MCH centres were adopting research data collection until too late •  No real time data to understand prevalence, predictability, quality of data etc. •  Double entry of data •  Nurses enter data onto paper, OTARC re-enter into a spreadsheet ​ Massive administrative task To conduct research we need participants!!!! Challenges / Life Before Salesforce
  5. 5. ​ In July 2013, verification of SACS study commences on •  Two custom objects: Child and Assessment to manage behavioural assessments •  Formula Fields: Calculates Child’s at risk profile •  Record Types: A different one used for each developmental milestone (12, 18, 24 and 36 months) •  Page Layouts to differentiate between Nurse views and OTARC HQ views. •  Views: to help Intake Officer with referral pathway, •  Activities: to manage appointments for diagnosis •  Workflow: alerts for scheduling follow up appointments •  Apex: to push data across both objects, •  Reports and Dashboard tracking user adoption, numbers of participants, demographic data; •  Salesforce1 Mobile app: Hotline for Intake Officer. Web Based App for MCH Nurses using licenses Salesforce Solution Implemented
  6. 6. Child’s Record ​ A child’s developmental profile at a glance
  7. 7. Benefits Realised ​ Real Time data flow throughout the network ​ OTARC Command Central and Nurses looking at the same data – 15,000 records •  Integrated Data: ​ easy access to data housed in the one system. •  Nurses assured at time of Child’s assessment the quality of their “At Risk” profile •  OTARC Command Central can easily identify: •  children in system “At Risk” but not referred, ​ to help get child onto a referral pathway •  MCH centres with poor adoption: ​ work with them to understand pain points and blockages; •  where important information is missing ​ work with Nurses to add in data •  Eradicate the need for: •  multiple spreadsheets •  VPN Access
  8. 8. Salesforce AppExchange
  9. 9. Greenfleet Michelle Sheehan General Manager Connecting people with real climate action
  10. 10. Greenfleet plants Australian native forests to offset carbon emissions. Since 1997, Greenfleet has planted over 8.5 million native trees in more than 400 forests around Australia.
  11. 11. Ø  5 independent systems (primarily Excel & Access) •  extensive duplication of data •  Many, many, many transcription errors Ø  CRM in use was primarily an address book •  a version no longer supported by supplier •  Additional licenses not available for our version – no growth ability Ø  Did not have 1 view of anything and limited or no reporting Ø  Filing cabinets filled with paper Challenges / Life Before Salesforce
  12. 12. From this... ... To This! Access database was at 29,000 records with a max of 32,000... We were running out of space fast!! Dashboards, graphs and real information in the one place! Straight through processing of web donations – no manual entry at all!
  13. 13. ​ Timeframes •  Initial go live Feb 2012 •  Started again in June 2013 •  2014 – integration with website •  2015 further work on forestry systems planned What we have done •  All supporters on the one system •  Automatic reminders / renewals •  Straight through donation processing from our website – minimised data entry!! •  Forestry sites linked to supporters Salesforce Solution Implemented What we use •  Dashboards, Dashboards, Dashboards!!! •  Campaigns •  Reports •  iContact – to send out emails and reminders •  Evernote links •  Geopointe
  14. 14. Ø  The first steps are the hardest. Ø  You don’t really know what you want – you just think you do Ø  You don’t really know what Salesforce can do – you just think you do Ø  Don’t add heaps of fields just because you can – you won’t end up using them Ø  Join groups and talk to others…learn from their experiences Lessons Learned Benefits Realised Ø  Almost entirely removed manual processing of donations staff freed up for more useful and important tasks - approx. 3 days a week saved Ø  Reporting, Reporting, Reporting! Ø  Transparency – who is doing what (or not!)
  15. 15. YMCA Victoria Youth Services – Measuring Social Impact Paul Turner Youth Services Innovation Manager
  16. 16. •  6500+ employees, 1000+ volunteers, 150+ locations, annual recurrent budget $200+ million •  Mission: to help people be happier, healthier and connected to their communities •  Three key areas of focus: health and well-being, social impact, empowering young people •  Wide range of services: largest area: health and well-being (“gyms & swims”), but also camping, children’s services, youth services •  Youth Services: until now a relatively small part of the organisation, but strong recent global focus on empowering young people •  Range of services: Youth leadership (“potential”), Youth parliament, Youth enterprise, Youth justice (The Bridge Project), Action Sports(i.e. skate parks), Youth mentoring, Youth voice – with emerging “empowering young people” focus •  Has set the better measurement of social impact as one of its key strategic goals Large Victorian not-for-profit (linked to Global YMCA movement) YMCA Victoria
  17. 17. ​ Our social mission is at the core of the organisation, yet we find it difficult to measure and prove the quality of what we do (Not alone! A challenge for the sector) •  Measuring Social Impact seen as impossible? (Not true) •  Even if possible, Measuring Social Impact seen as too difficult/ too challenging/ too time-consuming •  Staff running programs understand the need to measure social impact, but they already have lots to do •  Can react negatively to “another piece of administrative paperwork”, especially if interferes too much with time spent delivering programs! •  In the past, initiatives in this area foundered because: •  Heaps of paperwork •  Large amounts of time spent completing/ chasing up/ collating •  Best practice involves follow-up measurement 3-6 months later: very difficult to manage •  Analysis time-consuming and not a core skill of staff Measurement of social impact an important challenge!
  18. 18. ​ Use standard Social Impact Measurement expertise to develop “Program logic” and “Data collection plan” ​ But then use Socialsuite technology to dramatically simplify data collection and analysis ​ Works as follows: •  After survey questions developed, downloaded onto Socialsuite and then on to a set of iPads, along with database of participants •  At three critical points in program(start, end, three months later) measurement takes place •  Easy! At program start and end, one staff member responsible for handing out iPads to participants who take approximately five minutes to record their responses on the iPads. Software monitors responses. •  Three months after program has finished, software automatically manages final round of assessment via emails •  Data analysis: couldn’t be easier: press a button! Immediately available in highly graphic, easily readable format •  Example: LaunchPad: new YMCA Victoria program to introduce young people to the concept of a social enterprise and the challenges and advantages of running one. (Socialsuite is an outcomes measurement App for Salesforce) Solution: Facilitate implementation with use of Socialsuite App
  19. 19. Example 1. Configure Program Logic and Data collection Plan
  20. 20. Mobile Data collection Example 2. Staff Collect Data from Beneficiaries and Stakeholders Survey Mail outs
  21. 21. Example 3. Generate Outcomes Reports
  22. 22. •  Staff wary Staff on side! •  Quick, simple, and doesn’t get in the way of program delivery •  Instant results •  Have now carried out six successful trials within Youth Services using Social Suite •  Beneficial effect on funding applications: funders and government want this! •  Recent major award: Social Impact Measurement Network of Australia award for Innovation and Excellence (and shortlisted for another award) •  Now looking at applying our learnings in Youth Services to other parts of the YMCA •  Initial set up does take time and money, but once set up, time efficient and economical •  Problem solved! (Damian Hajda from Socialsuite here to answer technical questions.) Benefits Realised
  23. 23. Thank you