1. Microsoft Dynamics CRM for Nonprofits: Customized and Affordable Donor/Pledge/Member/Event and Case Management for Nonprofits! Sarah Barnhart and Nikhil Hasija, Microsoft Shawn Michael, NPower Oregon/TACS Linda Widdop, NPower Pennsylvania
2. Session Objectives Provide a technical overview of the solution Share examples from pilot projects Tell you how to get it, how to learn more, and how you can help the solution continue to evolve
3. Today’s Agenda Why CRM for nonprofits?– Sarah Barnhart, Microsoft Community Affairs A View from Inside - Microsoft Dynamics CRM for NGO Solution – Nikhil Hasija, Sr. Technical Product Manager, Microsoft A View from Real Users - Shawn Michael, NPower Oregon Director, Senior Technology Associate, TACS; Linda Widdop, NPower Pennsylvania How to get it and where to go to learn more - Sarah Barnhart, Microsoft Community Affairs
5. Our Mission: Microsoft Community Affairs To enable people and organizations in underserved communities to realize their potential through the power of technology.
6. Community Affairs Programs Microsoft has four main programs to deliver on our mission to help people and organizations around the world: Community Technology Skills Program Strengthening NGOs through IT Local Community Support Employee Engagement Execution and evaluation of our programs is enabled through technology
7. Strengthening NGOs Through IT Transform through Innovative Technology S+S: Innovative S+S Showcases - Azure Platform, Dynamics CRM Online, SharePoint Capacity: Thematic NGO Connection Days MS CIO Summits Optimize Service Delivery S+S: Software Donations, Dynamics CRM for NGOs Microsoft Online & Live Services Awards and Competitions Capacity: CIO NGO Connection Days Engage IT Pros, MVP, Developers MS IT Volunteer Engagement Access Stable & Secure Technology S+S: Software Donations Microsoft Online & Live Services MS product info, demos, and marketing for NGOs Networking: NGO Connection communities
11. Extensibility Declarative customizations (no code, just point and click) Accelerators for Microsoft Dynamics CRM (available free of charge) Event Management Accelerator E-Service Accelerator Portal Integration Accelerator Extended Sales Forecasting Windows Azure for complex scenarios requiring .NET code
12. Key Components Solution pack with functionality for: Donation and pledge management Member and constituent management Campaign management Case management Event management Tailored dashboards and reports Available within Outlook and off-line Payment solution for collecting online donations
13. Online Donations Integration with Payment Solutions/Gateways for collecting online donations Integrated signup for Amazon Payment Services Additional payment gateways will be added in the future Payment solution comes with complete source code Can be customized to fit needs and environments Integrates with Microsoft Dynamics CRM Online for Nonprofits
15. Integration with Outlook There is seamless integration with Outlook 2007 – users only need to have one interface to learn and interact with! 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!
16. Member & Constituent Management Track related – - Multiple Addresses - Activities - phone calls, emails, letters, service activities, appointments, etc. - Relationships – employee/employer, board member of, family - Pledges and donations - Cases - Orders, Invoices - Contracts ….and more Terminology Tip: - A Member may be an organization or a household - A Constituent is an individual
17. DonationManagement Donations may be related to a Constituent, Member, Pledge, Program and/or a Campaign. 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.
18. Pledge Management Pledges are promises of donations and may be set up to receive multiple payments over time. 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.
19. Membership Management 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. 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.
20. Benefits Management 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. 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.
21. Campaign Management 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… 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.
22. Event Management 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. 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.
23. Contract & Services Management 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. 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!
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25. Communicate with staff using “announcements” that are displayed in the user’s default work place.
26. Users can manage their work “queues” – assigned and in progress
27. Easily create “views” and reports that provide users and managers the information they need.
30. Track Facilities and Equipment, and their related service and maintenance
31. Create a library of Knowledge Base articles for your staff, volunteers, board and other users
32. Create Word or email templates to merge your data into and save timeAnd more…
33. PILOT OVERVIEW Shawn Michael, NPower Oregon/TACS Linda Widdop, NPower Pennsylvania
34. Oregon Pilots – What they do… Kinship House – Providing essential child welfare and mental health services to children and families during all stages of foster care and adoption Girls Inc of Northwest Oregon – Inspires girls…to be strong, smart, and bold… 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
35. Who – Why Dynamics CRM? Legacy Systems – Antiquated, abandoned and fragmented data systems including older FM Pro databases, Excel spreadsheets and mental lists of staff 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. 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
36. The Arc/PDDC Using custom Access, Excel and DB II applications to track membership Need to roll up reports to Arc National Organizational goal to gain 360 view of membership and donors Existing network infrastructure ready to accept CRM Dynamics server Installed basic NGO Accelerator, configured donor, member and event management per client requirements
37. How – Design & Planning Phase Identify team – Client & NPower team members Determine roles of each team member - Decision-makers, subject matter experts, project manager, etc. Review current data systems, including… Review current work flows and discuss desired improvements Review current reporting and discuss desired improvements Determine what level of data migration is necessary Document functionality requirements and intended solution approach Determine training approach – train the trainer, direct user training – pre-recorded, on-site, etc.
44. Document instance with customizations and configuration specifications for administrator use and for user documentation
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46. Early Experiences - Challenges Revisions of existing reports and design of new of nonprofit-centric reports will continue to be needed Translation of nonprofit terminology and work flows from corporate terminology and work flows Additional payment gateway integrations will be needed Integrations with fiscal systems will be needed
47. How to get involved Get the Dynamics CRM and the Nonprofit Solution Dynamics CRM Online for Nonprofits: http://crm.dynamics.com/ngo Need On Premise? Need more than CRM? Check out TechSoup! Get Expertise NPower Microsoft Partner Network Get Involved Dynamics Community: http://community.dynamics.com CRM community page on TechSoup.org: http://forums.techsoup.org/cs/forums/p/30194/106731.aspx#106731 Npower: www.npower.org
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