Getting Nonprofits on the Map


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Getting Nonprofits on the Map

  1. 1. Getting Nonprofits on the Map Joseph Mouzon, Network for Good/Groundspring Jim Yu, United Way Rem Hoffmann, Exponent Partners Track: Nonprofits
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at . </li></ul><ul><li>Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Joseph Mouzon Executive Director Nonprofit Services Network for Good Historical challenges in technology adoption within the nonprofit sector [email_address]
  4. 4. Network for Good Introduction <ul><li>Leading Nonprofit Technology Service Provider </li></ul><ul><li>12,000 NPOs raise $42 million in 2005 </li></ul><ul><li>Recently merged with Groundspring </li></ul>INDUSTRY: Nonprofit technology service provider EMPLOYEES: 22 GEOGRAPHY: East & West Coast PRODUCT(S) USED: SFA, Service & Support, 4 downloaded AppExchange applications # USERS: 10
  5. 5. Challenges <ul><li>Historical Nonprofit Infrastructure Challenges </li></ul><ul><ul><li>Experts in Mission, not infrastructure </li></ul></ul><ul><ul><li>Difficult to Fund </li></ul></ul><ul><ul><li>Capacity Vs. Program </li></ul></ul><ul><li>Nonprofit Technology Challenge </li></ul><ul><ul><li>Lack of technological Expertise </li></ul></ul><ul><ul><li>Legacy architecture </li></ul></ul><ul><li>High Costs </li></ul><ul><li>Inefficiency </li></ul><ul><li>Reduced Social Impact </li></ul>
  6. 6. The Solution <ul><li>How can we address the key challenges? </li></ul><ul><ul><li>ASP technologies </li></ul></ul><ul><ul><li>Salesforce as a platform </li></ul></ul><ul><ul><li>Implemented email campaigns </li></ul></ul><ul><ul><li>Integrated with Donate Now </li></ul></ul>
  7. 7. Jim Yu VP of Relationship Management [email_address] From Transactions to Relationships: How Your Nonprofit Can Harness People, Processes, & Technology to Manage Key Relationships
  8. 8. United Way of America <ul><li>Leadership organization for 1,350 local United Way members in U.S. </li></ul><ul><li>Raised $4 billion in 2005 </li></ul><ul><li>Transforming from fund raising to community impact business </li></ul>INDUSTRY: Nonprofit Health & Human Services EMPLOYEES: 12,000 GEOGRAPHY: National PRODUCT USED: SFA, Service & Support, DonationForce, EventForce, Functional Documentation # USERS: 260
  9. 9. Challenges <ul><li>Business Challenges </li></ul><ul><ul><li>Documenting & improving business processes </li></ul></ul><ul><ul><li>Easily accessing customer data </li></ul></ul><ul><ul><li>Tracking customer interactions </li></ul></ul><ul><ul><li>Segmenting customers </li></ul></ul><ul><ul><li>Customers falling through the cracks </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Integration with legacy systems </li></ul></ul><ul><li>Tactical vs. strategic approach to customer </li></ul><ul><li>Inefficiency </li></ul><ul><li>Lower customer service </li></ul>
  10. 10. The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Workflow functionality </li></ul></ul><ul><ul><li>Access by roles, teams, & divisions </li></ul></ul><ul><ul><li>Custom Objects: EventForce & DonationForce </li></ul></ul><ul><ul><li>Customized reports </li></ul></ul><ul><ul><li>Case management </li></ul></ul><ul><ul><li>Integrated with United Way Online </li></ul></ul><ul><li>Sales, Service and Support Products implemented </li></ul><ul><li>260 Users </li></ul><ul><li>Integration points – United Way Online </li></ul><ul><li>Training – 2 a month </li></ul><ul><li>17 Business Units affected </li></ul><ul><li>Ongoing improvements </li></ul>DEPLOYMENT DETAILS
  11. 11. Results <ul><li>What were the results? </li></ul><ul><ul><li>Improved customer response times </li></ul></ul><ul><ul><li>Cycle time improvements </li></ul></ul><ul><ul><li>More visibility (closer to 360 degree view) into customer </li></ul></ul><ul><ul><li>Higher customer satisfaction </li></ul></ul>
  12. 12. Why United Way Needs Change? Decreasing Market Share Changing Workplace New Donor Expectations Increasing Competition Decreasing Donor Base CALL TO ACTION
  13. 13. Solution: Customer Relationship Management <ul><li>The people, processes and technologies associated with managing marketing, sales and service </li></ul><ul><li>The art/science of using information to find, acquire and retain customers </li></ul><ul><li>A holistic approach that unifies all points of customer interaction </li></ul>NOTE: Customer vs. Constituent Relationship Management
  14. 14. Why We Chose 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
  15. 15. Lessons Learned in Salesforce Implementation <ul><li>Driven by Business Needs </li></ul><ul><li>Managing Change is Challenging </li></ul><ul><li>Project Management is Critical </li></ul>
  16. 16. Recommendations for Successful Technology Adoption <ul><li>Strategy </li></ul><ul><li>Approach </li></ul><ul><li>Benefits </li></ul>People 50% Process 30% Technology 20%
  17. 17. Rem Hoffmann President Exponent Partners, Inc. [email_address]
  18. 18. Exponent Partners, Inc. <ul><li>Serve small and medium-sized nonprofits </li></ul><ul><li>Core strengths in: </li></ul><ul><ul><li>Information technology strategy for nonprofits </li></ul></ul><ul><ul><li>Constituent relationship management (CRM) </li></ul></ul><ul><ul><li>Technology selection </li></ul></ul><ul><ul><li>Project management </li></ul></ul>INDUSTRY: Nonprofit IT Services STAFF: 6 Contract, 10 Assoc. MARKET: US, International NPOs PRODUCT(S) USED: Nonprofit Template, SFA, Service & Support, DemandTools, ClickTools, etc.
  19. 19. Plan…but NO “big bang” projects! <ul><li>Select the team </li></ul><ul><li>Survey all your business processes </li></ul><ul><li>Prioritize </li></ul><ul><li>Agree on key metrics and indicators </li></ul><ul><li>Start quickly and maintain momentum </li></ul>Plan Prototype Rollout Use, Improve, Extend
  20. 20. <ul><li>Funders </li></ul><ul><li>Donors </li></ul><ul><li>Board Members </li></ul><ul><li>Volunteers </li></ul><ul><li>Staff </li></ul><ul><li>Contractors </li></ul><ul><li>Media </li></ul><ul><li>Vendors </li></ul><ul><li>Clients </li></ul><ul><li>Beneficiaries </li></ul><ul><li>Members </li></ul><ul><li>Customers </li></ul><ul><li>… </li></ul>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
  21. 21. Plan for 100% staff adoption <ul><li>Focus on usability…e.g. keep it simple </li></ul><ul><li>Use existing resources </li></ul><ul><li>‘ Just in time’ training </li></ul><ul><li>Use the tools </li></ul><ul><li>Have a plan for ‘late adopters’ </li></ul>
  22. 22. Invest in building Constituent Relationships <ul><li>Plan for both costs and benefits </li></ul><ul><li>Improve continuously </li></ul><ul><li>Develop CRM in the organization </li></ul><ul><li>Roles aligned with mission </li></ul><ul><li>Return on mission </li></ul>
  23. 23. Joseph Mouzon Executive Director, Nonprofit Services Jim Yu Vice President, Relationship Management Rem Hoffmann President QUESTION & ANSWER SESSION
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