Learn how the United Church of Canada used Dynamics CRM to move from anecdotal to valid, quantifiable metrics.

1. Measuring Performance
Improvements with Dialogs &
Workflows
Jayne King

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YOUR PRESENTER
JAYNE KING
Analytics Manager
Project Manager
Translator between Business & IT
Measuring success

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1. Brief Description of UCC upgrade
2. Measuring Performance
3. Measuring Challenges
4. Performance example: Follow up calls
• Task using Business Rules & Workflows & Dashboards
5. Performance example: Identify duplicate Contacts
• Start Dialog Key Performance Indicators
6. Performance example: Update Church Affiliation
• Post created when Church Affiliation field changes
7. Summary
AGENDA

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UCC Upgrade Plan

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UCC Upgrade Plan
• UCC has 2000 churches across Canada that receive weekly donations, “Offerings, Collections …”
• Offerings are separated into
• Local donations: used by the local church to pay for their building, Minister, and local budget
• Mission & Service donations: used by the General Council Office (GCO) for overseas and Canadian projects
(missions)
• GCO was using Donor Vision for donations, and upgraded to Donor Engage

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Donor Engage Advantages
• Donor Engage replaces the Donor Vision software for Donations, but also offers other
advantages for greater UCC:
• Centralized database for all Contacts, Donors, Volunteers
• Easy to update CRM via Outlook
• Example: a Philanthropy field staff makes calls to a Donor, to invite them to a
workshop, or thank them for a donation, and could see that this Donor is also scheduled
for a Pilgrimage to Kenya.

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Challenges
• Make it work for Philanthropy unit …. Then invite other units to join:
• Large range of computer hardware
• Very independent workers … with own processes
• Concerns about “Will I measure up?”.

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Measuring Performance

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Measuring Performance
• Key Performance Indicators (KPI) examples:
1. Follow up Calls - Making Thank You calls in a timely manner
• Goal: – 1 week
2. Identifying duplicate contact records
• No Goal
3. Updating contact records with church attending
• Goal: 75% of Key Donors

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Measuring Success Challenges

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Measuring Challenges (con’t)
• Do we have the right KPIs?
• Feedback - Reporting success to Individuals
• Dashboards
• Crystal Reports & Datalink Viewer
• Baby steps:
• Show reports that measure activity, first.
• Then, later, add the KPI GOALS to the reports

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Measuring Challenges (con’t)
Training
• Video tutorials – short
(under 5 min) with specific
content
• No expertise required

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Examples

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Example: Task – Thank You Call
1. Donation for over $$ is entered into Donor Engage
2. Business Rule determines the Territory by Postal Code
3. Workflow triggers creation of Task
1. Assigned to specific field staff by Territory
2. Task due date set to 1 week
4. Field staff sees Task in
1. Outlook Task list
2. DE Dashboard – as open task
5. Staff makes the phone call and closes Task
6. Task shows as closed in Outlook & DE Dashboard

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Task – Thank You Call (con’t)
Dashboard Example

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Task – Thank You Call (con’t)
KPI Crystal Reports:
1. If Task is closed before the Due Date, then 
2. If Task is closed after Due Date + 7 days, then 

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Example: Duplicate Contacts
1. Problem:
1. Contacts were imported from 2 main databases causing duplicates
2. People make donations with variations on names: Kim vs Kimberly
2. When staff knows that 2 Contact records are the same person, then run Dialog – Duplicate Contacts
3. Dialog:
1. Searches for other Contacts with same name
2. Person chooses the Duplicate contact from list
3. Dialog marks Duplicate contact as Inactive
4. Makes a Connection between the Master and Duplicate Contact
5. Creates a Task for me to validate the Duplication.

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Example: Update Church
1. Problem:
1. Many contacts do not have a Church Affiliation entered
2. Field staff have set of Key Donors
3. Goal: to update Key Donor’s church affiliation
2. Workflow triggered when field, Update Church Affiliation? =Yes
1. Creates Post record that
2. Unlocks field
3. Captures Date, Who, Old value of field
4. Person can update field with new value
5. When record gets saved, the field returns to Locked

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Summary
What did we learn?

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Summary
1. Training – lots of videos and workshops
2. Feedback – staff need to know how to see where they stand
• Dashboards, weekly reports
3. Lots of work in preparing people for KPIs, but the workload decreases as they
understand the action-feedback loop
4. Be persistent.

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THANK YOU!
Jayne King
jking@united-church.ca
All presentations will be made available after the conference

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