Microsoft Dynamics CRM for Nonprofits


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Solution overview from Microsoft and examples of deployments from NPower consultants

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  • Microsoft Dynamics CRM for Nonprofits

    1. 1. Microsoft Dynamics CRM for Nonprofits: Customized and Affordable Donor/Pledge/Member/Event and Case Management for Nonprofits!<br />Sarah Barnhart and Nikhil Hasija, Microsoft<br />Shawn Michael, NPower Oregon/TACS<br />Linda Widdop, NPower Pennsylvania<br />
    2. 2. Session Objectives<br />Provide a technical overview of the solution<br />Share examples from pilot projects<br />Tell you how to get it, how to learn more, and how you can help the solution continue to evolve<br />
    3. 3. Today’s Agenda<br />Why CRM for nonprofits?– Sarah Barnhart, Microsoft Community Affairs<br />A View from Inside - Microsoft Dynamics CRM for NGO Solution – Nikhil Hasija, Sr. Technical Product Manager, Microsoft<br />A View from Real Users - Shawn Michael, NPower Oregon Director, Senior Technology Associate, TACS; Linda Widdop, NPower Pennsylvania<br />How to get it and where to go to learn more - Sarah Barnhart, Microsoft Community Affairs<br />
    5. 5. Our Mission: Microsoft Community Affairs<br />To enable people and organizations <br />in underserved communities <br />to realize their potential <br />through the power of technology.<br />
    6. 6. Community Affairs Programs<br />Microsoft has four main programs to deliver on our mission to help people and organizations around the world:<br />Community Technology Skills Program<br />Strengthening NGOs through IT<br />Local <br />Community <br />Support<br />Employee Engagement<br />Execution and evaluation of our programs is enabled through technology<br />
    7. 7. Strengthening NGOs Through IT<br />Transform through Innovative Technology<br />S+S: Innovative S+S Showcases - Azure Platform, Dynamics CRM Online, SharePoint<br />Capacity: Thematic NGO Connection Days<br /> MS CIO Summits<br />Optimize Service Delivery<br />S+S: Software Donations, Dynamics CRM for NGOs<br />Microsoft Online & Live Services<br /> Awards and Competitions<br />Capacity: CIO NGO Connection Days<br /> Engage IT Pros, MVP, Developers<br /> MS IT Volunteer Engagement<br />Access Stable & Secure Technology<br />S+S: Software Donations <br />Microsoft Online & Live Services<br />MS product info, demos, and marketing for NGOs<br />Networking: NGO Connection communities<br />
    8. 8. SOLUTION OVERVIEW<br />
    9. 9. Solution for Nonprofits Consists of:<br />Data<br />Entites, Forms, Views<br />Workflow<br />Workflow configurations<br />BI<br />Business intelligence (e.g. custom reports)<br />Source Code<br />Source code (Amazon Payment integration)<br />Installation, operation and extending the solution<br />Documentation<br />
    10. 10. Solution Architecture<br />
    11. 11. Extensibility<br />Declarative customizations (no code, just point and click)<br />Accelerators for Microsoft Dynamics CRM (available free of charge)<br />Event Management Accelerator<br />E-Service Accelerator<br />Portal Integration Accelerator<br />Extended Sales Forecasting<br />Windows Azure for complex scenarios requiring .NET code<br />
    12. 12. Key Components <br />Solution pack with functionality for:<br />Donation and pledge management<br />Member and constituent management<br />Campaign management<br />Case management<br />Event management<br />Tailored dashboards and reports<br />Available within Outlook and off-line<br />Payment solution for collecting online donations<br />
    13. 13. Online Donations<br />Integration with Payment Solutions/Gateways for collecting online donations<br />Integrated signup for Amazon Payment Services<br />Additional payment gateways will be added in the future<br />Payment solution comes with complete source code<br />Can be customized to fit needs and environments<br />Integrates with Microsoft Dynamics CRM Online for Nonprofits<br />
    14. 14. Demo – CRM Online Solution<br />
    15. 15. Integration with Outlook<br />There is seamless integration with Outlook 2007 – users only need to have one interface to learn and interact with!<br />Outlook Tip:You can go “offline”, simply by clicking the “Go Offline” button. You can continue to work without an internet connection, and your data will be synchronized when you get connected again!<br />
    16. 16. Member & Constituent Management<br />Track related –<br /> - Multiple Addresses<br /> - Activities - phone calls, emails, letters, service activities, appointments, etc.<br /> - Relationships – employee/employer, board member of, family<br /> - Pledges and donations<br /> - Cases<br /> - Orders, Invoices<br /> - Contracts<br />….and more<br />Terminology Tip:<br /> - A Member may be an organization or a household<br /> - A Constituent is an individual<br />
    17. 17. DonationManagement<br />Donations may be related to a Constituent, Member, Pledge, Program and/or a Campaign.<br />Workflow suggestion: When a donation is recorded, you may choose to run a “workflow” that automatically sends the donor a “thank-you” email with data from the record, and notifies appropriate staff of the transaction based on the amount.<br />
    18. 18. Pledge Management<br />Pledges are promises of donations and may be set up to receive multiple payments over time.<br />Workflow suggestion: When a pledge is recorded, you may choose to run a “workflow” that automatically creates a task assigned to a specific staff member to send a special thank you/reminder depending upon the pledged amount.<br />
    19. 19. Membership Management<br />Memberships can be linked with a Constituent, a Member (organization or household), or both. These records have a begin and an end date, and may have associated benefits, donations and other activities.<br />Benefit Tip: When a membership is recorded, you may choose to assign a default benefit such as “member promotion on web site” either by using an automated or on-demand workflow. These are often benefits that are not acknowledged but require resources to fulfill.<br />
    20. 20. Benefits Management<br />Benefits can include inventoried items such as cups or t-shirts, or they may be services or subscriptions that a member can access. You can track what benefits have been “fulfilled”, what the costs are.<br />Activities Tip: Be sure to record conversations or emails with the constituent, especially the positive comments that may be useful in communications with funders or future members. Copy your communications coordinator so they can link back to the specific situation.<br />
    21. 21. Campaign Management<br />Campaigns are a collection of planning and communication efforts and may represent a fund drive, an event or a simply a direct mail solicitation. Track responses to campaign efforts – RSVP’s to events, donations prompted by a solicitation email, etc. to know what is working and what is not…<br />Campaign Management Tip: Create a “campaign template” with pre-defined planning tasks and activities that you can use over and over again to save time.<br />
    22. 22. Event Management<br />The Event Management capabilities within Dynamics CRM are extensive – track responses to invitations, attendees, sessions, sponsors, speakers, vendors, team members (staff, contracted help, and volunteers), donations associated with the event, and so much more.<br />Event Management Tip: Track all of your costs for an event including costs for printed materials, speakers, and other activities as they are planned to be able to determine your return on investment for each event.<br />
    23. 23. Contract & Services Management<br />Service Management can take the form of Service Activities, Cases, Contracts or Orders for products and/or services. The flexibility of the service management components provide a way to capture your services, associated notes and documents, and the resources required to provide them - staff, facilities, equipment, and products.<br />Contract & Service Management Tip: All of the appointments, tasks, emails and other activities can be integrated with Outlook 2007 – so you only have one calendar to look at!<br />
    24. 24. And more…<br /><ul><li>Role based security provides administrators to manage access in a granular or high-level manner depending on your business model and data security requirements.
    25. 25. Communicate with staff using “announcements” that are displayed in the user’s default work place.
    26. 26. Users can manage their work “queues” – assigned and in progress
    27. 27. Easily create “views” and reports that provide users and managers the information they need.
    28. 28. Capture inquiries on your web site, and integrate in other ways
    29. 29. Manage the schedules of staff based upon their work hours and availability
    30. 30. Track Facilities and Equipment, and their related service and maintenance
    31. 31. Create a library of Knowledge Base articles for your staff, volunteers, board and other users
    32. 32. Create Word or email templates to merge your data into and save time</li></ul>And more…<br />
    33. 33. PILOT OVERVIEW<br />Shawn Michael, NPower Oregon/TACS<br />Linda Widdop, NPower Pennsylvania<br />
    34. 34. Oregon Pilots – What they do…<br />Kinship House – Providing essential child welfare and mental health services to children and families during all stages of foster care and adoption<br />Girls Inc of Northwest Oregon – Inspires girls…to be strong, smart, and bold…<br />CCS – Rainbow Family Services Program – Services include community support, support for children and youth with serious emotional and behavioral issues, family therapy, independent living support for youth aging out of the foster care system and treatment foster care<br />
    35. 35. Who – Why Dynamics CRM?<br />Legacy Systems – Antiquated, abandoned and fragmented data systems including older FM Pro databases, Excel spreadsheets and mental lists of staff<br />Key Problems to Solve – Could not run reports reliably or accurately, fragmented data systems because staff needed easy access to the data they needed, could not effectively manage relationships, no ability to extend systems to capture new types of data, could not access data remotely, or at all in some cases because it was housed on an older workstation.<br />Key Benefits – Integrated and centralized data, flexible and reliable reporting, remote and networked access to data, flexible data structure, work flows automated to increase productivity and ensure effective management of relationships<br />
    36. 36. The Arc/PDDC<br />Using custom Access, Excel and DB II applications to track membership<br />Need to roll up reports to Arc National<br />Organizational goal to gain 360 view of membership and donors<br />Existing network infrastructure ready to accept CRM Dynamics server<br />Installed basic NGO Accelerator, configured donor, member and event management per client requirements<br />
    37. 37. How – Design & Planning Phase<br />Identify team – Client & NPower team members<br />Determine roles of each team member - Decision-makers, subject matter experts, project manager, etc.<br />Review current data systems, including…<br />Review current work flows and discuss desired improvements<br />Review current reporting and discuss desired improvements<br />Determine what level of data migration is necessary<br />Document functionality requirements and intended solution approach<br />Determine training approach – train the trainer, direct user training – pre-recorded, on-site, etc.<br />
    38. 38. How - Deployment<br /><ul><li>Initialize instance of CRM
    39. 39. If applicable, apply customizations provided in Non-Profit Solution
    40. 40. Configure instance according to Design & Planning documentation – Labels, forms, additional/revised data fields, additional/revised reports, etc.
    41. 41. Import/Enter Sample Data
    42. 42. Review functionality and data placement/translation with client deploymentteam
    43. 43. Revise configuration and import maps as necessary
    44. 44. Document instance with customizations and configuration specifications for administrator use and for user documentation
    45. 45. Implement Training Approach</li></li></ul><li>Early Experiences - Strengths<br />Integration with Outlook– from a user’s perspective, this is HUGE!<br />Flexibility – ability to configure the application will allow us to meet a multitude of needs – donor management, grant management, client/case management<br />Online or On-Premise options – clients can choose the option that best meets their needs and that they are most comfortable with<br />Offline functionality – roaming staff are often without internet connectivity. This option allows staff to gather data while it is fresh in their mind, and improves productivity by allowing staff to work remotely<br />
    46. 46. Early Experiences - Challenges<br />Revisions of existing reports and design of new of nonprofit-centric reports will continue to be needed<br />Translation of nonprofit terminology and work flows from corporate terminology and work flows<br />Additional payment gateway integrations will be needed<br />Integrations with fiscal systems will be needed<br />
    47. 47. How to get involved<br />Get the Dynamics CRM and the Nonprofit Solution<br />Dynamics CRM Online for Nonprofits:<br />Need On Premise? Need more than CRM? Check out TechSoup!<br />Get Expertise<br />NPower<br />Microsoft Partner Network<br />Get Involved<br />Dynamics Community:<br />CRM community page on<br />Npower:<br />
    48. 48. CUSTOMIZATION DEMO<br />Nikhil Hasija, Microsoft<br />
    49. 49. Thanks for attending today’s session!<br />Enter to win a Netbook<br />Wanna win? You have 2 chances.<br />1. In Person:<br />Drop off your ticket or a business card to the session presenter to be entered<br />Winner will be announced at the Microsoft Reception on Friday. (Must be present to win.)<br />2. Online:<br />Follow @ngoconnection on twitter to be automatically entered. <br />We’ll tweet the winner on Saturday.<br /> <br />
    50. 50. Evaluation Code: 196How Was this Session?<br />Call In<br />Text<br />Online<br />Call 404.939.4909<br />Enter Code 196<br />Text 196to 69866<br />Visit<br />Enter Code 196<br />Session feedback powered by:<br />Tell Us and You Could Win a Free 2011 NTC Registration!<br />
    51. 51. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.<br />The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.<br />