Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
An Admin's Role in Transforming a
Charity for Success
Chris McIvor
Consultant
Chris.McIvor@Clarasys.com
@ClarasysLtd
Optim...
• Founded in 2011, Clarasys are
specialists in ‘Lead to Cash’
• Joined Clarasys in 2015
• Certified Salesforce Administrat...
Challenges Facing the Charity Sector
• Reduction in centralised funding
• Stronger relationships required
• Need to be mor...
Introducing Citizenship Foundation
Utilising Salesforce to improve efficiencies
Project activities
• Pain point definition...
Key Pain Points
Lack of Process
Monitoring
Unclear
Definition of
Salesforce
Responsibilities
Inconsistent
User Needs
Poor ...
Improvements aligned to Lead to Cash
Process
Systems
Teams
Data
Lead Opportunity Quote Fulfil Invoice Collections
Customer...
Improvements aligned to Lead to Cash
Data Quality
Lead Opportunity Quote Fulfil Invoice CollectionsProcess
Systems
Teams
D...
Improvements aligned to Lead to Cash
Process Monitoring
Lead Opportunity Quote Fulfil Invoice CollectionsProcess
Systems
T...
Improvements aligned to Lead to Cash
User Needs
Lead Opportunity Quote Fulfil Invoice CollectionsProcess
Systems
Teams
Dat...
Improvements aligned to Lead to Cash
Salesforce Responsibilities
Lead Opportunity Quote Fulfil Invoice CollectionsProcess
...
Poor Data Quality
• Determined required fields
• Use page layouts, record types and profiles
• Group data consistently
Qui...
Lack of Process Monitoring
• Custom fields tracked important sales data
• Dashboard used to display breakdown of pipeline
...
Inconsistent User Needs
• Formula field show project participation
• Related list on accounts displays project details
Qui...
Defining Salesforce Responsibilities
• Help understand and prioritise requirements from across the charity
• Determine how...
Improvements aligned to Lead to Cash
Process
Systems
Teams
Data
Lead Opportunity Quote Fulfil Invoice Collections
Customer...
Providing Ongoing Support
Customer Success Manager
• 1 pro-bono day a month
• Supporting the administrator
• Assisting wit...
thank y u
Appendix
Poor Data Quality
Issue What We Did Outcome and Benefits
Unclear
data
strategy
Misuse of key data
Determined individual da...
Issue What We Did Outcome and Benefits
Undefined
lead to
cash
process
Sales process undefined
Gained consensus on a
sales ...
Inconsistent User Needs
Issue What We Did Outcome and Benefits
Inconsistent
requirements
from project
teams
Project teams ...
Defining Salesforce Responsibilities
Issue What We Did Outcome and Benefits
No defined
user groups
and associated
SMEs
Sal...
Poor Data Quality
Issue Impact What We Did Outcome and Benefits
Unclear Data
Strategy
Unclear what data is useful and
rele...
Lead to Cash Optimization
Issue Impact What We Did Outcome and Benefits
Undefined
lead to cash
process
Organization wide s...
Inconsistent User Needs
Issue Impact What We Did Outcome and Benefits
Inconsistent
requirements
from project
teams
The cha...
Defining Salesforce Responsibilities
Issue Impact What We Did Outcome and Benefits
Limited
identified
project SME’s
SMEs n...
Upcoming SlideShare
Loading in …5
×

An Admin's Role in Transforming a Charity for Success

423 views

Published on

Presented in the Admin Theatre at London World Tour on 19 May 2016.

Published in: Technology
  • Login to see the comments

  • Be the first to like this

An Admin's Role in Transforming a Charity for Success

  1. 1. An Admin's Role in Transforming a Charity for Success Chris McIvor Consultant Chris.McIvor@Clarasys.com @ClarasysLtd Optimizing Lead to Cash
  2. 2. • Founded in 2011, Clarasys are specialists in ‘Lead to Cash’ • Joined Clarasys in 2015 • Certified Salesforce Administrator and Platform App Builder Chris McIvor Consultant, Clarasys
  3. 3. Challenges Facing the Charity Sector • Reduction in centralised funding • Stronger relationships required • Need to be more efficient • Digital And how you as an Admin can help…
  4. 4. Introducing Citizenship Foundation Utilising Salesforce to improve efficiencies Project activities • Pain point definition • Analyse issues • Prioritise solutions Inspiring young people to contribute to society as equal members of it
  5. 5. Key Pain Points Lack of Process Monitoring Unclear Definition of Salesforce Responsibilities Inconsistent User Needs Poor Data Quality
  6. 6. Improvements aligned to Lead to Cash Process Systems Teams Data Lead Opportunity Quote Fulfil Invoice Collections Customer Service Salesforce Data Marketing Sales Deliver and Operations
  7. 7. Improvements aligned to Lead to Cash Data Quality Lead Opportunity Quote Fulfil Invoice CollectionsProcess Systems Teams Data Customer Service Salesforce Data Marketing Sales Deliver and Operations
  8. 8. Improvements aligned to Lead to Cash Process Monitoring Lead Opportunity Quote Fulfil Invoice CollectionsProcess Systems Teams Data Customer Service Salesforce Data Marketing Sales Deliver and Operations
  9. 9. Improvements aligned to Lead to Cash User Needs Lead Opportunity Quote Fulfil Invoice CollectionsProcess Systems Teams Data Customer Service Salesforce Data Marketing Sales Deliver and Operations
  10. 10. Improvements aligned to Lead to Cash Salesforce Responsibilities Lead Opportunity Quote Fulfil Invoice CollectionsProcess Systems Teams Data Customer Service Salesforce Data Marketing Sales Deliver and Operations
  11. 11. Poor Data Quality • Determined required fields • Use page layouts, record types and profiles • Group data consistently Quick Tip
  12. 12. Lack of Process Monitoring • Custom fields tracked important sales data • Dashboard used to display breakdown of pipeline Quick Tip
  13. 13. Inconsistent User Needs • Formula field show project participation • Related list on accounts displays project details Quick Tips
  14. 14. Defining Salesforce Responsibilities • Help understand and prioritise requirements from across the charity • Determine how to best implement requirements taking into account a holistic perspective • Identify areas of improvement across the charities use of Salesforce Key Admin Responsibilities SMEs Users Administrators Requestors Admin SME SMESME
  15. 15. Improvements aligned to Lead to Cash Process Systems Teams Data Lead Opportunity Quote Fulfil Invoice Collections Customer Service Salesforce Data Marketing Sales Deliver and Operations Data Quality Process Monitoring User Needs Salesforce Responsibilities
  16. 16. Providing Ongoing Support Customer Success Manager • 1 pro-bono day a month • Supporting the administrator • Assisting with upskilling and training • Investigating and fulfilling requests "Our pro-bono work is something we are very proud of as a company. To work closely with charities and to see instant results for a host of great causes is very rewarding for all."
  17. 17. thank y u
  18. 18. Appendix
  19. 19. Poor Data Quality Issue What We Did Outcome and Benefits Unclear data strategy Misuse of key data Determined individual data needs Relevant data now displayed Existing data unreliable Users unable to trust data to make decisions Unreliable data amended Accurate data improved customer relationships Limited quality control of new data Continued creation of unreliable data Controlling data quality at the point of creation Improved data quality
  20. 20. Issue What We Did Outcome and Benefits Undefined lead to cash process Sales process undefined Gained consensus on a sales process Organization wide sales process Low visibility of pipeline Lack of pipeline visibility Configured leads and opportunities to track all revenue Full visibility of the pipeline Difficulties taking advantage of existing customers Difficulty cross-selling, upselling and retention Created custom fields to track relevant information Ability to cross-sell, upsell and retain customers more effectively Lack of Process Monitoring
  21. 21. Inconsistent User Needs Issue What We Did Outcome and Benefits Inconsistent requirements from project teams Project teams required different data Custom object with record types and page layouts Project teams can view all project information No fulfilment tracking No one place to track project fulfillment Defined individual project fulfillment processes Configured related custom objects to track fulfillment Ability to track project fulfillment Lack of project visibility No visibility of existing customer projects and participants Project object linked to accounts Project participation visible for all customers
  22. 22. Defining Salesforce Responsibilities Issue What We Did Outcome and Benefits No defined user groups and associated SMEs Salesforce requirements were not well defined Determined key Salesforce user in each team responsible for requests Improved quality of requirements for enhancements and changes Salesforce responsibilities decentralised Salesforce administration responsibilities decentralised Supported a central administrator role responsible for Salesforce Better quality and control of organisation wide changes • Help understand and prioritise requirements from across the charity • Determine how to best implement requirements taking into account a holistic perspective • Identify areas of improvement across the charities use of Salesforce Key Admin Responsibilities
  23. 23. Poor Data Quality Issue Impact What We Did Outcome and Benefits Unclear Data Strategy Unclear what data is useful and relevant resulting in excess fields being created and page layout becoming large and unusable Determined which individual fields were required by different users to best support their role. From this created relevant record types, fields and page layouts to control the information displayed to users Data displayed to the user is now relevant, concise and easy to report on, increasing Salesforce uptake and ease of use Existing Data Unreliable Previous bulk imports of unreliable data meant user could not rely on the information being shown to be accurate Highlighted unreliable data points and used data loader to replace unreliable data with correct data Improved customer relationships as it is easier to manage customers with accurate information Limited Quality Control of New Data Multiple sources of data entering Salesforce without filter continuing the creation of unreliable data Determined what data is critical and set up validation rules and mandatory fields to protect it. Trained staff on the importance of entering quality data Increase in the quality of data being entered creating more useable information
  24. 24. Lead to Cash Optimization Issue Impact What We Did Outcome and Benefits Undefined lead to cash process Organization wide sales process not defined resulting in a lack of alignment in how revenue is generated Gained consensus with all the separate project and bid teams on an organization wide sales process A single clear sales process that is applicable to all income streams and present and future Low visibility of pipeline Separate income sources tracked in different ways resulting in a lack of visibility of the charities pipeline Used standard Salesforce functionality of leads and opportunities to track and distinguish between all income sources Full visibility of the charities income sources allowing users to track progress and trends Difficulties taking advantage of cross-selling, upselling and retention The lack of pipeline visibility and data definitions prevented the maximum utilization of current customer to cross-sell, upsell and retain Agreed on what information the charity wanted to track to be able to cross-sell, upsell and retain customers and created custom fields to do this The charity is now able to see the details of what present and past customers participated in allowing them to sell similar products to them
  25. 25. Inconsistent User Needs Issue Impact What We Did Outcome and Benefits Inconsistent requirements from project teams The charity included a variety of project teams who all wanted different information tracked resulting in a confused account layout (Where the data was being stored) Defined the individual project requirements and built a custom object to track project data. Used page layouts, record types and profiles to distinguish data from different projects Individual project teams able to view information on their projects within Salesforce Ability to view which accounts have participated in projects allowing smarter marketing and sales No fulfilment tracking Tracking of project fulfillment don’t through a variety of methods resulting in the inability to track their progress in one place Defined the fulfillment process with each project team and created related objects to the project object to track the year on year progress Ability to track project fulfillment through the project and related objects along with reports and dashboards Able to automate some manual processes through standard automation Lack of Project Visibility Against Customers Difficult to determine which customers are taking part in which specific projects reducing sales opportunities Linked the project object to account and created a formula field and related list to display project participation Users easily able to see which customers participate in projects improving customer care and sales opportunities
  26. 26. Defining Salesforce Responsibilities Issue Impact What We Did Outcome and Benefits Limited identified project SME’s SMEs not defined resulting in requirements being confused and inconsistent Defined project and bid SMEs throughout the organization and their role in requesting Salesforce changes Clearer role definitions means better filtering and definition of project specific requirements for the admin Salesforce responsibilities decentralised Salesforce administration responsibilities decentralized resulting in misaligned changes made to the environment Advised on using a centralized admin who is responsible for filtering and understanding requests from the charity. We helped to define the role of the admin in relation to understanding SME requirements Changes made in Sales force done with a holistic view of the organization preventing many data quality issues previously experiences • Help understand and prioritise requirements from across the charity • Determine how to best implement requirements taking into account a holistic perspective • Identify areas of improvement across the charities use of Salesforce Key Admin Responsibilities

×