Puzzling A Way To Structure(aka “Implementing SFDC”)

Why CRM? Why Bother?

•A centralized record of participants•A way to simplify complex operating processes •A relationship diary ... a historical record•A way to engage volunteer productively•Data to show your leaders (board, etc.)•Able to communicate personally with groups•Two-way communication (e.g., surveys)•Means to grow base of supporters

Best Project Environment

•Project boundaries: scope, hours, budget•Clients eager to learn, will do assignments•Implementation consultant is:

Organized, able to lead, reliableGood listener, asks questionsFocused, but aware of “big picture”Humble, able to admit “I don’t know”Good teacherCommitted to client success

Step 1: Understand Client Needs

•What is your mission?•Who are your constituents?•How do you serve them?•How/when do you engage them?•What makes you unique?•What things would you like to do better?

African Library Project

Natl Diaper Bank Network

Step 2: “Blueprint” Process

Step 3: Build Prototype

•Salesforce standard objects•Non-Profit Starter Pack (NPSP) package objects•Custom apps & objects (Idealist Consulting)•AppExchange custom applications•Custom apex apps & objects (Idealist Consulting)

Salesforce Standard “Objects”

•Accounts = organizations, legal entities•Contacts = people, profile data•Leads = unknown/unqualified “suspects”•Donations = financial records•Campaigns = groups of Leads/Contacts•Cases = service requests•Tasks = reminders to do something•Events = meetings

NPSP Package Objects

•Contacts/Organizations = NPO treatment of these•Households = contacts w/same address, roll-ups•Affiliations = organizational role associations•Relationships = contact-to-contact associations•Recurring Donations = pledges (open/closed end)•Batch Entry = mass input of donations•Contacts Merge = merging of duplicate contacts

AppExchange Apps

•Web integration•Form submission•Email/synchronization•Payments/e-commerce•Events, auctions•Document prep•Data management•Mobile•Social networking•And more …

Minnesota State College SA

Waukesha Country EDC

Salish Sea Expeditions

104.9 The River Radio

Start Small Think Big

Step 4: Prepare/Import Data

•Other CRMs, fundraising appsDonor PerfectRaisers Edge

•Other data sourcesExcel sheetsQuickBooksAuction softwareSQLConstant ContactPayPal

Step 5: Usability Test

•Test against client scenarios & data•Clarify & confirm usability•Create useful views, reports & dashboards•Modify as required

Step 6: Prepare/Deliver Training

Step 7: Post-Launch Support

•Emails•Calls•Re-train•Additional customization•Fixes•Other as required

Q & A