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Making the World A Better Place With On Demand
Kevin Kellenberger and Drew Piston,
Red Cross of the Bay Area
Dan Caulfield, Hire A Hero
Robert Bennett, Family Service Agency
Steven Saboe, US Department of State
Nonprofit, Government and Education
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve 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.
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Agenda
Intro – 5 mins
Case Studies – 40 mins
American Red Cross, Bay Area Chapter
Hire A Hero
Family Service Agency
US Department of State
Q and A – 15 mins
Why this is not your ordinary, every day, run of the mill case study presentation…
1. Creating a Better World These organizations are applying their knowledge, their skill and their
passion, not to make profit, but to create a better world from which we all will profit.
2. Achieving a 360 view These organizations have created a unified view of their organizations while
managing• 1,000s of volunteers
• dozens of partners loosely and, in one case, acrimoniously joined
• stakeholders spread across the globe
3. Managing and Creating Community These are Organizations are leveraging the on demand, networked-by-default
nature of the salesforce.com platform to create and maintain social networks, collaborations and joint ventures
4. Generating Results These organizations leveraging the rich data set in their salesforce.com
implementations to run their programs effectively and efficiently as well as demonstrate their impact, an impact measured not just in dollars but in jobs, public safety and mental health.
Kevin Kellenberger
Director, Disaster Services
Drew Piston
Salesforce Administrator
About The American Red Cross Bay Area Chapter
• INDUSTRY: Non-profit
• EMPLOYEES: 80
• VOLUNTEERS: 2500+
• COMMUNITY PARTNER ORGANIZATIONS: 3000+
• GEOGRAPHY: 6 counties around the bay, 4.5 million+ population
• ACTIVITIES: 500+ disasters/year, train 150,000/year in preparedness
• # USERS: 70
• PRODUCTS USED: Salesforce.com Enterprise Edition, Vertical Response
Mission: The American Red Cross, a humanitarian organization led by volunteers and guided by its Congressional Charter and the Fundamental Principles of the International Red Cross Movement, will provide relief to victims of disaster and help people prevent, prepare for, and respond to emergencies.
Key Challenges
Business Challenges – Managing Information:
Keeping track of and communicating with volunteers, spontaneous volunteers, and trainees from partner agencies
Manage various types of relationships across departments:
Disaster response
Disaster planning
Preparedness training
CPR/First Aid training
Authorized providers
Workplace trainings
Vendors
Government partners
Corporate donors
Key Challenges, Cont.
Other Challenges
• Lack of systems for relationship management
• Inadequate systems imposed from HQ
• No money for infrastructure investment
• No processes for coordinating the work of various
departments
Goals
Develop a single system for tracking, reporting and communicating with volunteers and partner agencies.
Better coordinate planning and execution of external training activities.
“One Red Cross” approach to enhance our ability to bring many segments of the community together for the purpose of building a disaster resilient Bay Area.
The Solution How did we address these challenges?
Customization of salesforce.com to fit our unique needs Web-to-Lead functionality Email Templates Workflow AppExchange implementations Integration with VerticalResponse Custom buttons
Deployment Details- Salesforce.com Enterprise Edition and Vertical Response- 70 Users- Department by department roll-out and training- One part-time Administrator- Volunteer-based data entry support- Increased automation and customization.
Results
• Improved tracking of new volunteers – Contact info centralized and easily updated.
• Improved tracking of course requests – Scheduled and conducted 46% more courses than previous fiscal year.
• Fourteen departments sharing information about external partner contacts – Currently developing agreements on how to approach and engage partners.
Demo Template
Department: Disaster Preparedness
# Users: 12
Key Requirements
• Streamlined course scheduling process
• Accurate and straightforward reporting
Key Benefits
• Data entry limited (web-to-lead function)
• Automated emails, templates, and instructor queries.
• “Canned” dynamic reports that are easily run and
modified
Sample Screen Shot
Sample Screen Shot
Sample Screen Shot
All About Hire A Hero
• INDUSTRY: Internet Communities and Staffing
• EMPLOYEES: 10
• GEOGRAPHY: National
• # USERS: 10
• PRODUCT(S) USED: SFA, Service & Support
Hire A Hero is a national not for profit charity dedicated to eliminating the Military Service Penalty by providing the military community with the social networking platform and tools to facilitate a smooth transition from the Military back to civilian life.
MySpace + Craigs List tailored for the Military community.
“The best reward for Military service is a civilian quality job.”
Key Challenges
• Achieving Critical Mass• Chicken and Egg of Job Board Model
• Social Network Evangelist
• Protect Users from Scams
• Partnerships for Speed, Scale• Tracking and Reporting as a strategic tool for Partnership
• Simple integration with large “old school” partners
• Transparency and open loop feedback critical to protect fiefdoms
• Adoption• Reward and recognize Key Stakeholders
• Potential power users not working the system
• Distributed Reporting
• Revenue
The Solution
• Achieving Critical Mass• Call every user – Brand Differentiation
• Integrated with every aspect of user communication
• Implemented email campaigns
• Reports to Identify fraud
• Managing Partners for Scale• DOD, Military Branches, DOL, VA, Unions, Large Corporations
• Adoption• Events and Campaigns to show success
• Revenue• 8 Touch
Deployment Details“We designed our social network and the web site around the functionality and simplified reporting of SalesForce.com.”
Leveraging Success
Step 1
Enable Success
Step 2
Track Success
Step 3
Capture Success(in own words)
Step 4
Package Success(Customize)
Step 5
Market Success(Targeted Distribution)
Step 6
Repeat
ControlSuccess
CreateSuccess
Results
• Critical Mass• Increased organic traffic from 10 new
users a day to over 200 a day.
• Partners• In Six Months: Formal Partnerships with
National Guard, NGAUS, DOL, VA, Unions, Associations
• $25 Million Funding Bill In US Senate and Companion Bill in House
• Adoption• 13.6% Job Board vs 30.1% for social
networkers- Its working!
• Revenue• Better revenue generation because of
automated process and personal follow-ups
Dashboards
CIRCE: Client Integrated Record of CarETransforming mental health treatment with on-demand
information
Family Service Agency of San FranciscoChanging Lives
Since 1889
Serious mental illness (SMI) afflicts 9% of the
population during their lifetime.
SMI causes more lost productivity than cancer and
heart disease combined.
Serious mental illness includes major depression,
schizophrenia, bipolar disorder, and many other
conditions.
Psychosis impacts 3% of the adult population.
At any one time, 19,000 people in San Francisco
are suffering from psychosis. Less than half are
receiving even a minimal standard of care.
It is believed that the first two years are critical for
the best outcomes for treatment.
The average youth goes three years before his/her
psychosis is correctly diagnosed.
Transforming Mental Health Treatment
Every year, FSA serves 1,000 of the most severely
mentally ill people in San Francisco.
They usually have multiple issues, including
schizophrenia, bipolar disorder, depression,
trauma, and substance abuse.
Many are homeless, most are unemployed, most
are physically ill.
We want to cure them!
A new model of care
Rigorous Diagnosis
Baseline Assessment
Medication
CognitiveRehabilitation
OutcomeAssessment
CIRCE
Treatment
A new type of treatment team
CIRCE
Case Manager
Therapist(s)Substance
Abuse Counselor
Employment Counselor
Psychiatrist
Healthcare provider
Neuro-psychologistCognitive
Rehab Specialist
A new approach to service
Leading Edge
Service
Advocacy Research
CIRCE
Nonproliferation and Disarmament Fund (NDF)Managing the Diplomacy of Weapons Destruction:
Using Government-to-Government Portals
Steven A. Saboe, Director
Halt the proliferation of nuclear weapons, chemical weapons and
biological weapons and their delivery systems.
Destroy existing nuclear, biological and chemical weapons and their
production facilities.
Secure and safeguard nuclear materials and biological pathogens
and limit the spread.
When the opportunity arises, eliminate advanced conventional
weapons systems.
Halt the proliferation of nuclear weapons, chemical weapons and
biological weapons and their delivery systems.
Destroy existing nuclear, biological and chemical weapons and their
production facilities.
Secure and safeguard nuclear materials and biological pathogens
and limit the spread.
When the opportunity arises, eliminate advanced conventional
weapons systems.
NDF Mission
An important NDF mission is to establish and conduct joint projects with host countries to eliminate weapons of mass destruction (WMD) throughout the world.
In particular, we seek to:
NDF Project ManagementNDF Project Management
NDF implements projects through a variety of vehicles.
ContractsInteragency agreementsInternational or bilateral agreements
Tailors the vehicle to the specific project to ensure successful mission accomplishment in a safe and cost effective manner.
Serves as its own executive agent for project implementation.
NDF implements projects through a variety of vehicles.
ContractsInteragency agreementsInternational or bilateral agreements
Tailors the vehicle to the specific project to ensure successful mission accomplishment in a safe and cost effective manner.
Serves as its own executive agent for project implementation.
Examples of NDF AccomplishmentsExamples of NDF Accomplishments
Removed over 100 pounds of at-risk HEU from Serbia to secure storage in Russia, enough material to produce several nuclear bombs.
Safely removed nuclear infrastructure from Libya to secure facilities in the U.S. Libya’s entire nuclear weapons program was eliminated within a few weeks at a cost of less than $2.5 million.
Eliminated chemical weapons (CW) production equipment and facilities and secured chemical agents in the Balkans, neutralizing a threat in an unstable region.
Funded the elimination of MANPADS in several countries.
Removed MTCR-class missiles and associated missile infrastructure from eastern Europe and Libya.
Removed over 100 pounds of at-risk HEU from Serbia to secure storage in Russia, enough material to produce several nuclear bombs.
Safely removed nuclear infrastructure from Libya to secure facilities in the U.S. Libya’s entire nuclear weapons program was eliminated within a few weeks at a cost of less than $2.5 million.
Eliminated chemical weapons (CW) production equipment and facilities and secured chemical agents in the Balkans, neutralizing a threat in an unstable region.
Funded the elimination of MANPADS in several countries.
Removed MTCR-class missiles and associated missile infrastructure from eastern Europe and Libya.
Even if there is agreement in principle to work together on a specific WMD threat reduction issue, sensitive national security issues remain that limit trust, particularly if the parties involved are former adversaries.
Some countries will not permit USG personnel or U.S. citizens to play a direct role in the destruction of these weapons or facilities, thus complicating project management and oversight of USG funds.
Some countries are inherently dangerous for USG personnel or U.S. citizens and their direct involvement could place their lives at risk.
Even if there is agreement in principle to work together on a specific WMD threat reduction issue, sensitive national security issues remain that limit trust, particularly if the parties involved are former adversaries.
Some countries will not permit USG personnel or U.S. citizens to play a direct role in the destruction of these weapons or facilities, thus complicating project management and oversight of USG funds.
Some countries are inherently dangerous for USG personnel or U.S. citizens and their direct involvement could place their lives at risk.
Obstacles to Achieving NDF Objective
The Technology ChallengeThe Technology Challenge
Given these challenges, the NDF needs capabilities that current systems do not provide.
These include:
Universality•The ability to communicate, coordinate and collaborate in near real time.•And do this anytime, anywhere and on anything that runs a modern web browser.
Transparency AND Security•Share information with those we do not fully trust, yet manage content so U.S. interests are protected.•Maintain accountability.
Provide maximum operational flexibility while unifying processes and procedures
Given these challenges, the NDF needs capabilities that current systems do not provide.
These include:
Universality•The ability to communicate, coordinate and collaborate in near real time.•And do this anytime, anywhere and on anything that runs a modern web browser.
Transparency AND Security•Share information with those we do not fully trust, yet manage content so U.S. interests are protected.•Maintain accountability.
Provide maximum operational flexibility while unifying processes and procedures
Salesforce Spectrum of Accessmaps toState Dept. Spectrum of Trust
• NDF Core Employees
• U.S. Agencies
• U.S. Contractors
• Allied Governments
• Allied Contractors
• Other Foreign Gov.s
• Other Foreign Contractors & Entities
• U.S. Agency
• U.S. Contractor
Salesforce Users
• State Dept. Employees
Salesforce Users
Customer Portal
Partner PortalSalesforce Core Applications
Most Access Least Access
A Promising ApproachA Promising Approach
Establish government-to-government portals to help manage WMD destruction projects.
Establish collaboration across varying organizations (U.S. agencies, foreign governments, contractors, international organizations, NGOs).
These portals would need the capability to:Network and build community.Get online quickly so that opportunities are not lost.Monitor and coordinate project implementation.Receive, store and act on invoices for tasks accomplished. Draw from and share data with NDF’s internal project management system.Provide a forum for resolving disputes.Yield quantifiable results for State Department principals and Congress.
Establish government-to-government portals to help manage WMD destruction projects.
Establish collaboration across varying organizations (U.S. agencies, foreign governments, contractors, international organizations, NGOs).
These portals would need the capability to:Network and build community.Get online quickly so that opportunities are not lost.Monitor and coordinate project implementation.Receive, store and act on invoices for tasks accomplished. Draw from and share data with NDF’s internal project management system.Provide a forum for resolving disputes.Yield quantifiable results for State Department principals and Congress.
The Pilot ProjectThe Pilot Project
NDF has chosen Saleforce's (SF) Customer Portal service to use as a pilot project to meet the goals and challenges described above. Work on the pilot project began in August 2007.
We think this approach can help us overcome some of our obstacles for a number of reasons.
It enables us to leverage rapidly deployable and powerful web-based applications.The software can help to limit the USG IT burden.It promises to facilitate efficient collaboration with internal and external users.Its web-based applications and collaborative tools may enable us to reduce the number of USG employees deployed in politically sensitive or risky locations.The technology promises to meet government security standards, performs well and is highly scalable.
NDF has chosen Saleforce's (SF) Customer Portal service to use as a pilot project to meet the goals and challenges described above. Work on the pilot project began in August 2007.
We think this approach can help us overcome some of our obstacles for a number of reasons.
It enables us to leverage rapidly deployable and powerful web-based applications.The software can help to limit the USG IT burden.It promises to facilitate efficient collaboration with internal and external users.Its web-based applications and collaborative tools may enable us to reduce the number of USG employees deployed in politically sensitive or risky locations.The technology promises to meet government security standards, performs well and is highly scalable.
Don’t miss these Activities:
Visit our Nonprofit, Government and Education Expo
17 Partner Solutions Enjoy a Latte and Network in our
Industries Lounge
Meet over 300 Nonprofit, Government and Education Attendees
Industry Networking Event: Dinner & Cocktails: Tue 6:00pm
salesforcefoundation.org/npdreamforce07
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