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Become a Connected Nonprofit with NGO Connect
The document presents a vision for nonprofits to become 'connected' using Salesforce technology, emphasizing strategic innovations in donor and volunteer management. It outlines benefits such as improved efficiency, engagement, and the capability to report real-time impacts to stakeholders. Additionally, it addresses common IT challenges faced by nonprofits and proposes a framework to enhance customer engagement through a unified digital platform.
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Become a Connected Nonprofit with NGO Connect
- 1. Introducing: Become aConnected Nonprofit
- 2. Today’s Presenters MaggieMiller Chief Information Officer Lori Freeman Dir of Product Marketing Jessica Hood Solutions Engineer Susan Swanson Chief Volunteer Officer
- 3. Salesforce.com Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal quarter. This document and others are available on the SEC Filings section of the Investor Information section of our Web site. 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 the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 4. #1 in EnterpriseCloud Computing & CRM #1 #1 Enterprise Cloud Computing Market Share World’s Most Innovative Company 2011, 2012, 2013, 2014 #1 Salesforce: World’s Most #1 CRM Market Leader: Enterprise, MidMarket, SMB & Salesforce Automation #1
- 5. 1% Product Equity Time 680,000+ Hours Service $68M+ Grants 23,000+ Nonprofit + Higher Education Organizations 1-1-1 Model Adopted by
- 6. Nonprofits Higher Ed Technology Innovation Employee Giving / Volunteering Communities Grants Our Social Enterprise Model Product : Resources : Time Best-in-Class Technology
- 7. Proven Success Acrossthe Nonprofit Sector 84 % % Improved Ability to Achieve Mission 86 % % Improved Overall Efficiency
- 8. Benefits of Multi-TenantCloud Computing: Enterprise Cloud Computing Fast Easy Open Flexible Trusted No Hardware No Software Automatic Upgrades Scalable Any Device Data Portability Transparency Real-time Status App Marketplace Extensible
- 9. Salesforce NGO Connect Donor Management Events Management Volunteer Management Nonprofit Relationship Management Program Management Reporting Mobile, Social and Cloud
- 10. “With Salesforce wehave the best technology so we can offer the best possible volunteer experience.” -Marianne Thompson, Director of Membership Recruitment Salesforce Helps the Girl Scouts Engage 900,000 Volunteers Capture volunteer interest sourced from telephone, email, website, events, and social media in a single place Shortened volunteer application process from weeks to days Consolidated all onboarding processes online, creating one paperless process Targeted recruiting and marketing efforts with dynamic reporting
- 11. Engaging Our DiverseConstituent Base “This groundwork that we are laying will transform recruitment efforts forever, and for the better, further helping position our movement for a new century and to create a brighter future for girls.”
- 12. Our Future: Inthe Hands of Our Volunteers + = Tech-savvy adults are entering the volunteer force bringing great promise and a desire to leverage the emerging technology they’re used to as consumers.
- 13. K5 Customer EngagementInitiative Operating Model
- 14. We Need toSolve for Pain Points The following movement-wide IT pain points were commonly identified during interviews conducted with GSUSA and Council representatives. Girl and Volunteer Recruitment Relationship Management Program Creation and Execution Fund Development Merchandise Sales Operational Support • Registration process is cumbersome • Training and resources provided to onboard volunteers is limited • Participating as a volunteer is time consuming, resulting in a declining volunteer base • Girls are largely not engaged or able to communicate and collaborate digitally • Volunteers cannot share leading practices and programs easily across the movement • The methods for delivering programs and engaging girls is largely paper-based, making it inconvenient to access and share program materials • Little guidance on program execution is provided to volunteers • It is difficult to identify, track information and communicate with alumni as potential donors • Cookie sales and delivery are currently very manually intensive and the program does not enable maximum girl participation • Information is not integrated across systems, making it difficult to perform data analytics • Collaboration tools to support communication with GSUSA and across councils are lacking • Security standards are not defined or consistently utilized • Movement-wide solutions have not been readily adopted due to a historical lack of timeliness, quality, communication around delivery and inconsistency of support
- 15. IT Strategy BuildingBlocks The priority opportunities were grouped into blocks based on a secure, robust foundational architecture
- 16. It’s About Buildinga Closer Relationship with Our Customers
- 17. The K5 CustomerEngagement Initiative
- 18. It’s About SoMuch More Than Technology
- 19. Nonprofits face toughrealities
- 20. Current Challenges Facedby Nonprofits Greater Accountability Legacy Systems Greater Competition Connected World 5B Smart Phones By 2017 Mobile 25% 0.5% % Growth 2001 2011 “You can achieve amazing progress if you set a clear goal and find a measure that will drive progress toward that goal. This may seem pretty basic, but it is amazing to me how often it is not done and how hard it is to get right.” • Fragmented systems create silos • Expensive and difficult to use • Lack mobile and social Social Connected 50B Connected Products 4.5B Aggregate Social Users Image source: silabs.com/iot 58% Faster Deployment 4.5B Aggregate Social Users Social Cloud Nonprofit Commercial • Increased number of non-profits vs. commercial sector • Increased competition requires innovative technology leveraging the connected world • Increased competition requires accountability • Donor’s want to see impact before they donate • Must be able to measure and report on impact in real time Bill & Melinda Gates Foundation Annual Letter, 2013
- 21. What if yourorganization could be fully connected anytime, anywhere?
- 22. Marketing Communications Fundraising • Multi-Channel Marketing • Email Marketing • Marketing Automation • Social Engagement • Donor Management • Events Management • Volunteer Management • Grants Management Community Engagement • Social Intranet • Member Community • Affiliate/Chapter Community • Partner Community Program Management • Case Management • Call Centers/Hotlines • Advocacy/Policy Tracking • Grant Portfolios
- 23. Marketing Communications Program Management Fundraising Community Engagement A System Built Around Your Constituents: No More Silo’s: 360° View of all Constituent Interactions It’s Open: You can integrate anything It’s Mobile: You can access from any device Be a Connected Nonprofit with
- 24. The Connected Nonprofit Marketing Communications •Email Marketing •Direct Mail •Social Monitoring •Social Marketing •Digital Campaigns •Media Outreach •Website Publishing •Social Intranet •Member Community •Chapter Community •Partner Community •Volunteer Community Fundraising Donor Partners Advocate Community Employee Board ERP Program Management Staff •Gift Processing •Batch Entry & Upload •Corp & Foundation Giving •Volunteer Management •Matching Gifts •Board Management •Policy Tracking •Grants Management HR PAYROLL Volunteer •Peer to Peer •Crowdfunding •Donor Management •Donor Research •Segmentation •Online Donations •Auction Management •Event Management •Ticketing / Seating •Payment Processing •eCommerce •Inventory Management •In-take / Application •Case Management •Call Center / Hotline •Advocacy •Referral Management •Outcomes Measurement •Chapter/Affiliate Management •Intervention Tracking •Project Management •Surveys •Member Management •Portfolio Management •Online Mentoring TICKETING Community Engagement PAYMENTS
- 26. Salesforce1 for NonprofitsSolves 21st Century Challenges Greater Accountability Legacy Systems Greater Competition Connected World 5B Smart phones by 2017 • No more silos • One platform and architecture provides a single system of record for all constituent interaction throughout constituent lifecycle • Open, flexible, integrates with any back office system 58% Faster Deployment 4.5B Aggregate Social Users • Social listening and social engagement from any device anywhere, anytime (e.g. mobile phone) • Solutions built for advocates, donors, volunteers, partners, etc. NOT ONLY for staff & employees • Real time ability to measure and report against performance standards & KPIs • Solves the challenge of demonstrating impact to donors and supporters • Present and track impact in real time from any device (mobile, tablet, desktop) • One solution that streamlines ability to market and engage new demographics of donors and supporters leveraging open, social, mobile paradigm. • Improves ability to attract, retain and engage 5B Smart phones by 2017 Connected 50B Connected Products Social Cloud Mobile
- 27. Where can Ilearn more? Get help from the Power of Us HUB online community powerofus.force.com Join your local User Group at usergroups.salesforce.com Find more help at www.salesforcefoundation.org/ help/ Find out more from your Partner Contact your Account Executive
- 29. Salesforce NGO Connect Donor Management Events Management Volunteer Management Nonprofit Relationship Management Program Management Reporting Mobile, Social and Cloud
- 30. How Do IBecome a Connected Nonprofit? The Connected Nonprofit Roadmap Partner Solutions Built on Implementation Partners Salesforce1 Platform
- 31. Be a ConnectedNonprofit with Raise More Resources Communicate More Effectively Engage and Strengthen Your Community Deliver Better Programs and Services Connected Partners Connected Programs Connected Staff Connected Supporters
Editor's Notes
- #7 To be clear, like you, the Salesforce Foundation is a mission-driven organization just so like all of you on the phone today. And we accomplish our mission in three ways: •First and foremost, we put our best-in-class technology at the service of nonprofits around the world so they have they can be more efficient and effective and focus their time and resources on achieving their mission. •Second, we then reinvest the proceeds from our sales into our technology, partners and programs to support nonprofits. •Finally, we allow all of our employees to dedicate 1% of their time to volunteering—that’s 6 paid volunteer days a year—so they can invest in and support their communities. We believe that putting our best in class technology at the service of your mission, that you will deliver more impact then ever before.
- #8 I mentioned earlier that we are working with NPs of all sizes. To date this includes every possible type of nonprofit at every segment -- from the smallest volunteer-driven nonprofit to the largest global NGOs. And the results they’re reporting are just really inspiring 84% have improved their ability to achieve their mission with our technology 86% have improved their overall efficiency. This is just the beginning. We want to put our technology at the service of the more than 1.6 million nonprofits in North America.
- #9 The new technology model which Salesforce invented is cloud computing ... When done correctly cloud computing has some amazing benefits ... Fast, Easy, Open, Flexible and Trusted. Nonprofits can’t afford the expense of buying the hardware and the software or hiring IT staff to manage all these details. They don’t need the burden of waiting months and months for deployment. And the ongoing headaches and distractions forced by upgrades, and difficult integrations with products built on different data models and platforms is brutal. Efficiency and agility are critical. But that can’t come at the cost of security. Some of the largest financial institutions in the world like BOFA trust SF to keep their data secure. That security is just as important to organizations like Polaris who deals with eradicating human trafficking. True cloud computing is multi-tenant and has all these benefits. Remember that all clouds are not equal. Additional Notes Fast: the cloud doesn’t require you to install or configure any hardware or software. Easy: the cloud allows easy upgrades and has a pay as you go subscription model. Open: the cloud means that all of your applications are immediately accessible on any device, and your logic is portable. Flexible: the cloud includes a app marketplace that allows you to extend your applications using third party applications that you can add on to your deployments to make them even more effective Everyone: the cloud scales with your business, making it affordable for the smallest of businesses, but also for the largest enterprises.
- #10 NGO Connect helps nonprofits solve their toughest challenges. Almost every nonprofit needs to connect their fundraising, event management, volunteer management, nonprofit relationship management and program management. NGO Connect is a new app that helps nonprofits connect all of these things to transform how they build and retain lifetime relationships with their constituents. And because it is built on the world’s leading Salesforce1 Platform, NGO Connect is built for the social, mobile and cloud era. Leading nonprofits like Sierra Club, Girl Scouts, and City Year are already using NGO Connect to help transform into a connected nonprofit.
- #12 Susan: This groundwork that we are laying will transform recruitment efforts forever – and for the better - further helping position our movement for a new century and to create a brighter future for girls. These words come directly from our CEO, Anna Marie Chavez who had an early and determined vision for what needed to happen to transform our organization. She knew we needed an exceptional person to lead these efforts and went on a search to find the best CIO to join our team - which she did in Maggie Miller, who will be speaking with you shortly. These words really demonstrate the depth of the organizational support, muscle, and investment that are behind the efforts we’re undertaking. From the top, all the way through our ranks, and out to our councils across the nation, we really believe that the changes we’re embarking on will transform not just the way we do business today and far into the 21st century, but will change the lives of all our critical customers –millions of volunteers, parents, caregivers, alumni, staff, and most importantly – the girls we serve. Also, as we walk you through some of the highlights of how we’ve partnered with Salesforce on this initiative, keep in mind the potential reach that these efforts will have. As a mission, it’s always important to for us to keep coming back to the awe-inspiring reality that GSUSA is part of a family of 10 million girls and adults in 45 countries and we truly believe the work we’re here to talk to you about today has the power to change lives in numbers of that scope.
- #13 Susan: And how do we best serve those girls? For that we are nearly entirely reliant on our base of volunteers and adult members (nearly a million strong!) That power of volunteering is critical to everything we do. We’re confident this effort will allow us to bring cutting edge technology to our volunteers – and will arm our volunteer force with tools and technology that will engage them more than ever and help them serve girls in new and exciting ways. As Maggie will talk about later – as a mission we’ve had a lot of pain points and many of them have kept our volunteers from doing what they do best (motivate and inspire girls!) – and instead we’ve kept them bogged down with administrative details and have made it hard for them to do their jobs. We know they want to connect, coach and support with one another – share new ideas - and we didn’t have a good way to help them do that. If we want volunteers to continue to support our movement , we need to serve them where they are and how they live today. Bottom line – they deserved better from us.
- #14 SUSAN: As we started thinking about this initiative one of the first things we agree on is that this couldn’t be “just another technology change.” Yes, technology is the catalyst to get a lot of the work done that we need to do – it’s the bridge to change in a lot of ways – but what we saw is that the people and process piece of this effort was equally, if not more, critical to the evolution of our movement. Without first creating an operating model by which our entire business runs, the technology had no chance of success. So we really started this change from the ground up and got our hands dirty – digging into every piece of the business, looking at every role and responsibility, and we created an operating model that is the foundation of all this work. We had lots of improvement needed ….well almost in every aspect of our business - how we most effectively generated leads, how we converted leads quickly to members and volunteers, how we made sure our girls and volunteers were having a good experience throughout the year. And we truly believe taking this holistic approach was going to be critical to enabling the technological and organizational change to take hold. So the business and tech teams worked as team-visioning and building a better future state.
- #15 Susan - transition to Maggie: Maggie arrived and immediately jumped in to ‘customer focus mode’ – interviewing our councils to hear what they thought our girls, volunteers, and families needed. And boy did she ever hear feedback! So, good time to shift over to Maggie to tell her story. OLD WORLD Training and onboarding were overwhelming, cumbersome, time-consuming, and paper-based NEW WORLD What used to take months and tons of paper now takes days and is all on a vols computer, tablet, or phone – at their fingertips OLD WORLD We used to have to “arm twist” parents into volunteering NEW WORLD Now, with sf we can have a data base of those who are ready to volunteer – not just parents – the system connects us with those who truly WANT to volunteer OLD WORLD No way to track results NEW WORLD Now we have dashboards and measures that give councils visibility into all facets of their business and how our constituents/customers are reaching us (WE’LL SHARE A HIGHLIGHT OF THOSE DASHBOARDS WITH YOU IN A BIT) OLD WORLD Lack of comm leaves volunteers feeling they have to go at it alone NEW WORLD They now have a volunteer toolkit with all the resources they need to excel in their role OLD WORLD Adults today have less time to volunteer and we were taking too much of it NEW WORLD System reduces time from 200 hrs a year to 80 (industry average) for our vols. (from onboarding to actually serving girls and delivering the GSLE systems cuts time in every phase of a volunteer’s role)
- #16 To accomplish all of this work, obviously we needed a high-level IT strategy. MAGGIE – SHARE A FEW HIGHLIGHTS Ultimately, the strategy we built will solve for our long-term fundamental mission challenges and take us into a new century in which we can serve girls and vols in an entirely new way. Basically this about how we are building a tech strategy that supports this integrated approach. Need to build for org of 8,000 paid and 800,000 unpaid stafff Criteria for tools including flexibility, scalability & cloud based New IT operating model Only work with best as spending Girl $
- #17 MAGGIE: As Susan mentioned earlier, we are gleaning insights and learnings about our customers that we never have before – that’s really one of the most exciting pieces about this for GSUSA, but also for our councils partners who really operate their own businesses and have oversight for their own bottom lines. Also for our council partners, new dashboards have given them opportunities for staff accountability that they’ve never had before – and that’s a great thing for the entire movement from staff to vols to parents to girls. For our current customers we’re now able to track our relationships with them in new ways at every stage of the membership process and at every point they engage with us. The system enables new ways for them to interact with us in every way from how they want to choose to volunteer to making giving a more automated, integrated part of our process. Perhaps more importantly we also now have the capacity to engage with our POTENTIAL customers as well. The system enables us to track engagement of those who may be thinking about volunteering even if they drop out of the process along the way – the system auto-generates emails and we have visibility into who they are and how to contact them. All tracking capacities that we lacked prior to this initiative.
- #18 SUSAN: So put it all together and what do you get? The K5 Customer Engagement Initiative! The trifecta of innovative new technology tools, and an operating model that brings together people, process and that new technology, to provide holistic solutions for our customers and take us successfully in to our next 100 years.
- #19 Susan: On a final note, this project has been a massive undertaking for us – and one with far-reaching implications for our mission. And change can be tough on organizations – especially those steeped in history and tradition. And this change hasn’t come without a lot of change management leadership from both our national office as well as our local affiliates across the country who are adopting the initiative in record numbers. But for all of us, at the end of the day, we know what this change is doing – it’s helping our volunteers instill that courage, character and confidence in girls across the nation and around the world. It’s our mission. And that’s the heart of it.
- #20 Let’s talk about how it’s going for nonprofits? How are organizations doing with all these changes in how we communicate? How are organizations competing to get awareness and support? Are organizations capable of keeping up with demands for accountability? And more importantly, do they have the systems and supports they need to succeed and fulfill their mission efforts?