Unleash the Power of the Force

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Unleash the Power of the Force
Track Nonprofits, Education, and Public Sector
Organizations

• Carrie Magnuson, VisionSpring
• Tim Stockert, Council on Accreditation
• Moderated by Michelle Best, salesforce.com

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Safe Harbor Statement
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results could differ materially from the results
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operate, our relatively limited operating
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Agenda

• What you get with the product donation and
  discount program
• Nonprofit Hero Stories
• VisionSpring, Carrie Magnuson
• Council on Accreditation, Tim Stockert
• Takeaway and Recap
• Lessons Learned
• Resources for our Community
• QA

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What is included with the product donation?
Enterprise Edition PLUS        Unlimited Tabs
and Apps     2,000 Custom Objects
http//www.salesforce.com/products/editions-pricin
g/feature-comparison/
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Feature Highlight Web to Lead
We have successfully increased the number of
people on our mailing list from roughly 3500
before implementing Salesforce to 9243, a 161
increase. - Marisa Lopez Director of Fund
Development

• Dramatically Increase Constituents
• Increase Constituent Self-service

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Feature Highlights Custom Objects Analytics
Being able to offer prospective volunteers an
easily accessible and efficient on-line tool
allows us to significantly reduce the time it
takes to safely screen and carefully match caring
adults with children who are awaiting for a a Big
Brother or Big Sister. Joanne Gold Chief
Development Officer

• Point Click Customization
• Track and Report on Custom Objects

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Unleashing the Power of the ForcePowerful
standard tools available and ways to use them

• Our panelists will share their experiences and
• Highlight the spectrum of powerful standard
  features available and where to learn more about
  them
• Give examples of features at work and creative
  ways they are helping
• Save time and resources
• Scale nonprofit business and increase operational
  efficacy

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Carrie Magnuson Franchise Partner Manager Mike
Witherspoon Open Intelligence, Partner
Consultant
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All About VisionSpring
Hundreds of millions of the world's poor lack
access to eyeglasses, a basic, low-cost health
product that allow people to work and support
their families. VisionSpring empowers local
entrepreneurs to launch their own businesses
selling this powerful, affordable product in
their communities.

• INDUSTRY Nonprofit
• EMPLOYEES 24
• GEOGRAPHY Global
• USERS 60
• PRODUCT(S) USED Salesforce CRM Enterprise
  Edition

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Agenda

• Before Salesforce CRM
• Applying Salesforce CRM to increase efficacy at
  VisionSpring
• Fundraising
• Business Development
• Tracking Sales Metrics and Entrepreneur progress
• Managing a Global Salesforce
• Key Takeaways

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Before Salesforce CRM

• Bulky spreadsheets that needed continuous upkeep
  to stay up to date
• Lack of information on VisionSprings global
  sales force
• Information stored in various locations and
  formats
• Large amounts of time spent tracking donors and
  potential collaborators

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VisionSprings Implementation

• User since 2006
• Currently 60 users across 4 continents (and
  growing!)
• Real time sales information for VisionSpring,
  their team of partners and individual Vision
  Entrepreneurs
• Time saved in communications, fundraising and
  business development

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Time Savers

• Web to Lead forms
• easy task assignment when contacted through our
  website used for donors, newsletter sign up and
  potential partners

Web Form converted to a lead
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Time Savers

• Vertical Response to send mass e-mails
• All contacts are assigned to different categories
  based on which e-mails they should receive

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Time Savers

• Use of custom formula fields to choose an active
  address
• Chooses the contacts preferred address
• Based on the address, Salesforce CRM assigns the
  appropriate greeting/address for mailings

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Flexible Usage for a Variety of Users

• Not everyone needs the same tools, so
  VisionSpring customizes each roles interface for
  their specific needs

HQ user
Field-Level user
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Revenue Tracking

• Through a custom work flow creation, VisionSpring
  is able to track their own revenue, as well as
  the profit of the Vision Entrepreneurs, who sell
  their products

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Dashboards as a Tool

• Dashboards provide a visual way to track metrics

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Key Takeaways

• Use Salesforce CRM to save time
• Web to lead forms
• Vertical response
• Active address
• Use Salesforce CRM for business management and
  growth
• Flexibility for a variety of users
• Revenue tracking
• Dashboards as a tool

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Timothy Stockert Director of Training and IT
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Council on Accreditation
COA is an international accrediting body for
1,420 child welfare and behavioral health care
organizations. COA accredits over 45 different
service areas including substance abuse
treatment, adult day care, counseling, financial
education, foster care, and adoption.

• INDUSTRY Nonprofit Services
• EMPLOYEES 65
• VOLUNTEERS 1012
• GEOGRAPHY International
• USERS 65
• PRODUCT(S) USED Salesforce CRM Enterprise
  Edition, 2 downloaded/integrated AppExchange
  applications
• SALESFORCE CRM LAUNCHED September 2007

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What is Accreditation?

• Accreditation is a process by which an
  organization demonstrates to an independent
  entity (COA) that they are meeting nationally
  accepted standards of quality practice
• Process can take between 12 and 18 months
• Implementation based on documentation,
  interviews, and observational site visits
• COA conducts over 350 site visits annually

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COA Business Goals and the Salesforce CRM Solution

• Streamlining the accreditation process and
  internal work flow through automation
• Creating a more customized experience of
  accreditation
• Improving customer satisfaction
• Improved decision-making and process improvements
  based on dashboards and reports
• Facilitating user accessibility, ease of use, and
  better data management

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Out-of-the-Box Features used to Achieve Goals

• Custom Formula Fields
• Allow calculation of numeric values and date,
  date/time, duration, text, or hyperlink results.
  Similar to Excel formulas.
• Workflow Rules
• Allows more efficient management of business
  processes for accountability, productivity and
  better communication.
• Email Templates
• Allow the creation of professional-looking HTML
  email templates with company branding and
  graphics.
• Reports, Dashboards and Quick Links
• Customizable dashboards provide instant access to
  real-time data. Reports and Quick Links give
  access to valuable information that drives our
  business.

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Custom Formula Fields with Salesforce CRM

• BEFORE
• Didnt have database features that allowed
  automatic calculations
• Manual calculations in Excel spreadsheets

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Custom Formula Fields with Salesforce CRM

• AFTER
• Created a number of formula fields to calculate
  important data elements

• COA BUSINESS GOALS
• Better data management as well as process
  automation

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Workflow Rules with Salesforce CRM

• BEFORE
• Errors were discovered later in the process
• AFTER
• Work flow rules create accountability mechanisms
  through emails and tasks to prevent possible
  error
• COA BUSINESS GOALS
• Improved customer satisfaction and improved
  process workflow

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Email Templates with Salesforce CRM

• BEFORE
• Sending non-customized emails with inadequate
  information
• AFTER
• Sending customized emails with detailed
  information
• COA BUSINESS GOALS
• Improved customer satisfaction due to custom,
  detailed information and streamlined confirmation
  process

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Dashboards, Reports and Quick Links with
Salesforce CRM

• Salesforce CRM reporting and dashboards have
• Changed the culture of COA into one which is
  driven by quality and outcomes
• Improved data sharing with customers and staff
  and
• Facilitated better access to information
  resulting in more timely and accurate decisions.

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Dashboards, Reports and Quick Links with
Salesforce CRM

• BEFORE
• Reviews took a long time to complete or were late
• AFTER
• Staff have an incentive to finish their review on
  timely basis
• COA BUSINESS GOAL
• Improved customer satisfaction

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Dashboards, Reports and Quick Links with
Salesforce CRM

• BEFORE
• 70 hard copy
• 30 electronic
• AFTER
• 65 electronic
• 34 hard copy
• COA BUSINESS GOAL
• Improved decision-making such as the greening
  of our accreditation process starting January 2,
  2009.

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Dashboards, Reports and Quick Links with
Salesforce CRM

• Add frequently used reports via Buttons and
  Links.
• Under Page Layouts, add the report to the
  layout in its own section.

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Dashboards, Reports and Quick Links with
Salesforce CRM

• COA BUSINESS GOAL
• Ease of use for staff in accessing relevant
  organizational reports and information

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Lessons Learned

• Analyze your business processes with regard to
  Salesforce CRM
• COA management wanted process automation,
  customization, improved customer satisfaction,
  ease of use, etc. to gain efficiencies and save
  costs
• Engage your staff in the process of designing and
  implementing your Salesforce CRM solution
• COAs success has been the result of total
  involvement from all staff for all parts of the
  accreditation process
• Out-of-the-box tools can and will reap huge
  benefits
• Dashboards, custom formulas, email templates,
  workflow rules, etc.

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Lessons Learned

• Seek the assistance of salesforce.com partners to
  help you solve complex problems.
• The AppExchange is a wealth of resources. Were
  also using tools like Angel.com and Crystal
  Reports.
• Educate and train your staff on all functionality
  within Salesforce CRM (particularly reports and
  dashboards).
• Work with other non-profits and salesforce.com
  champions within your community.
• The NYC Non-Profit group meets regularly to share
  ideas.
• Stay in touch and partner with salesforce.com!

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So what have we learned from Carrie and Tim?
Carrie Magnuson
Franchise Partner Manager
Timothy Stockert
Director of Training and IT Services
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What is included with the product donation?
Enterprise Edition PLUS        Unlimited Tabs
and Apps     2,000 Custom Objects
Monitor Campaign Effectiveness
Know which campaigns are working for you
Intelligent Case Management
Track and Manage a diverse range of services
Point ClickCustomization
Better track and report on constantly evolving
programs
http//www.salesforce.com/products/editions-pricin
g/feature-comparison/
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Key Takeaways

• Target your operational pain points Identify the
  the tools available to address them.
• Bring out the all star team Leverage staff,
  partners, salesforce nonprofit community
• Continue learning more about standard features
  available and how to leverage them.

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QUESTION ANSWER SESSION
Carrie Magnuson
Franchise Partner Manager
Timothy Stockert
Director of Training and IT Services
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• Resources to Drive Success
• Community
• Nonprofit Demo Tuesdays at 10 am
• Admin Workshop 4 day in person training
• On demand Training Help and Training link in
  Salesforce.
• Training
• Nonprofit QA Forum online community forum
• User Groups Nonprofit specific once a month in
  person
• NPSF Google Group Online user/developer/consulta
  nt-monthly
• Partners
• Partners can help plan, migrate data, implement,
  customize your
• Salesforce account and train your organization
  on best practices
• http//www.salesforcefoundation.org/partners

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www.salesforcefoundation.org/resources
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