Salesforce and Xero

Got Salesforce? Got Xero? Time to think about Breadwinner!

A lot of our customers are like us. They use Salesforce and have Xero for their Finance System. One of the common questions we receive is how and why should we integrate Salesforce and Xero?
How you should approach integrating Xero and Salesforce depends tremendously on the type of Non-Profit. I’ll group them into roughly three categories:
  • credit-card based fundraisers,
  • high value donations (more than 10k), and
  • trading / social-enterprise Non-Profits.

Fundraisers who primarily take donations via Credit Card

If you are in this category, I’m going to make a surprising suggestion – don’t integrate Xero with Salesforce. Instead, consider integrating Salesforce with your Credit Card Merchant account (for the record we recommend Chargent).
Why would I say this? It’s based on how Xero receives donation data. Most fundraising charities receive (we hope!) more than one donation a day. Donations are aggregated with other donations, and passed to your bank account with minimal details. Names, phone numbers, emails, and even the amount is all stripped out. All you’ll see in Xero is single transaction each day, containing Date, Merchant Account, and the aggregated Amount. And, unless you laboriously copy over data from your merchant account, you won’t have anything to match it to!
Here’s a screenshot of what your Xero bank reconciliation will look like for a daily distribution of multiple credit card donations.

That’s it! The amount might represent 5 or even 500 donations, but by looking at Xero you have no idea. This is because the valuable information is kept at the merchant account level.
Instead of trying to grab this aggregated, anonymous data from Xero, we recommend looking at either a fundraising platform native to Salesforce or a merchant account integration like Chargent. This establishes Salesforce as your transactional system and source of truth providing a complete 360 degree view on what your supporters are doing with your organisation.
 

Fundraisers who focus on large donations

Are you a fundraising charity that focuses on large donations? Or grants? While integrating with Xero here might make a bit more sense, it’s not always a compelling use case.
When you get a gift or grant for 10k, or 100k, so many things need to happen. The donor needs to be thanked, possible a few times. The details and communication need to be recorded. Potential projects can be initiated. In this process, editing the corresponding potential donation to “Posted” in Salesforce is often a quick and easy part of the overall process.
We hope you get a donation for 1.5 billion. It happens! The heir to the McDonalds franchise fortune donated 1.5 billion to the Salvation Army. If you saw the movie The Founder, about Ray Kroc, this is his wife at the end of the movie. Just don’t send your donors an Invoice after they promise to donate. It sends the wrong message!
joan_kroc_ap_300x158

Trading Charities / Social Enterprises / Business-esque Non-Profits

While some charities will have a trading arm to help fund their activities, others will actually take on a business role to achieve their aims. Whatever the reason, if your charity sends out Invoices to other charities, educational institutions or businesses and gets paid later for goods or services, then the benefits of integrating with Xero are more clear cut.
In this case, we would recommend Breadwinner, which integration Xero and Salesforce at the Invoice level, which makes it a good choice for Trading Charities but not the above mentioned fundraising charities. It’s what we use ourselves at Morphate.
If you are coming to the Salesforce World Tour in Sydney make sure you drop by the Breadwinner booth and Stony and the team can talk to you more about Breadwinner.
Cat Protection Adopt Me

Updating Tech to Salesforce at Cat Protection Society of NSW Inc

Case Study

Cattery Management, Donor & Member Management

 Cat Protection Society

About The Cat Protection Society of NSW Inc.

Cat Protection began in 1958 as a group of people dedicated to reducing the number of stray cats by desexing and finding loving and responsible homes for street cats. Over the years, they have grown and now operate a limited admission, no-kill shelter.

Cat Protection Society of NSW Inc Vision

Every cat has a loving and responsible home

Every year Cat Protection re-home about 1,000 cats and kittens, assist with the desexing of 2,000 cats, reunite lost cats with their people and also provide information and advice on feline care and welfare to more than 5,000 human clients.

  • 1846 members
  • 150 volunteers
  • 28 paid staff (full time and part time)
  • 5,000 human clients each year
  • 3,000 feline clients each year
  • $2m pa operating expenses

The Challenge

In consultation with staff and management, it was identified that there was a need for a CRM system that would allow Cat Protection to:

  1. Develop a custom built cattery management system
  2. Streamline processes and procedures internally
  3. Ensure all information is stored in a central location and easily accessible
  4. Track and effectively manage key relationships (customers, volunteers, donors and members)
  5. Track and effectively manage cats and kittens while they are waiting for their forever homes
  6. Track both quantitative and qualitative measures in line with our strategic plan (desexing numbers, referrals, surrenders, adoptions)
  7. Create a searchable database of key health and behaviour indicators to provide a resource for shelter health research

Solution

Cat Protection researched a number of different CRM software options that would be able to accommodate their specific requirements and choose Salesforce. They then approached and interviewed a number of vendors with their list of requirements, and Morphate was chosen as the preferred provider.

Phase one implementations included:

  • Configure a cattery management system accessed through Salesforce on desktop and Salesforce1 by cattery staff
  • Custom built inquiry process flow. This allows staff to take inquiry details and track the number of calls they receive and the reasons people are calling
  • Streamlining online donation and membership forms through one system as well as implementing online adoption and surrender questionnaires through the Salesforce system
  • NPSP for cattery management and donor & member management and engagement

Results

Since the implementation of Salesforce in mid 2016, Cat Protection is still in the process of refining their current data and also entering in their historical data.

However, they have been able to:

  • Increase and streamline basic administration processes. Salesforce and SF1 is used in the tracking of all cats and kittens from the moment they enter the building until they are adopted. Going online has dramatically removed the need for 60-65% of the paperwork previously used
  • Cat Protection is able to accurately count and capture inquiry data from all phone calls
  • Cat Protection trialled a lapsed members campaign via email through Salesforce. 22% of members renewed
  • Cat Protection is now able to easily share and exchange vital information on cat and kitten health. By giving their vet access to Salesforce, they can get cat health updates, access to x-rays and other important information in real time
Are you stuck on old technology or looking to take advantage of the power of the NonProfit SuccessPack and the Salesforce.com platform and need guidance on implementation? Contact us today and say hello via email or phone 02 8090 1478!
Success

Top 3 new features of Salesforce.Org Non Profit Success Pack

Blogged By: Diane Steenkamp (Lead Consultant – Morphate)

Salesforce recently debuted a new release of the Nonprofit Starter Pack, which along with some great new features and enhancements, also has a new name.

Welcome to the Salesforce.Org Nonprofit Success Pack!

For those not familiar with it already, the Nonprofit Success Pack (NPSP) was built to do exactly what the name suggests, to empower Nonprofits of all sizes to thrive with an open, flexible solution built on the Salesforce.com platform. The NPSP allows organisations to manage donors, campaigns, volunteers, programs and grants, all in one place. No more spreadsheets, no more paper, no more headaches!

So, now with a new release of the Nonprofit Success Pack, what new things can existing users expect to see?

Here are the top 4 things you need to know:

Engagement Plans

Engagement Plans are just that: plans which include a set of tasks and reminders that help you better engage with your constituents.

A great example for using this new functionality is building a plan for engaging your major donors. These donors (your bread and butter) require a much deeper level of engagement compared to other constituents.

Using engagement plans, you could put together something like this:

Engagment Plan

Other use cases can include creating engagement plans for communicating with and rewarding volunteers, applying for grants, client management or sponsor management.

These activities will be set up as tasks to be completed by a scheduled date, so you can make sure that you’re engaging at the right time. The engagement plans can either be triggered manually or they can be automated when used with levels (which we’ll get to shortly). You can even set up engagement plan templates so you don’t have to recreate the engagement plan each time. Now that’s magic right there!

Levels

Levels allow you to define tiers for your supporters using any criteria you require. You could set up levels such as Bronze, Silver, Gold based on the total amount of donations given or the number of volunteer hours worked. You can set ranges to define qualifies for each tier.

Once levels have been configured, a nightly batch job runs to automatically calculate whether the contact qualifies for the next level or if they should stay where they are.

When used in conjunction with engagement plans, you can automatically trigger an engagement plan when a constituent reaches the next or a particular level. Isn’t automation wonderful!

Major Gift Enhancements

As the Grant Deadline object can be used for both Grants and Major Gifts, this object has been renamed to “Deliverables” which makes it more flexible for use in either scenario. The fields on this object have also been renamed so they are no longer grant-specific.

New fields have been added to the Opportunity object:

  • Ask Date
  • Closed Lost Reason
  • Gift Strategy

A new page layout for Major Gifts has also been included to get you underway.

Lightning Ready

The NPSP is built on Salesforce lightning, so you can work faster and smarter with Lightning’s modern interface and intelligent user experience.

How do I Get These Awesome New Features?

Great news! If you already have NPSP version 3 installed, you are already on the Nonprofit Success Pack and you can start taking advantage of these new features right away. It is not a separate release, it’s simply a part of the regular updates to NPSP version 3.

If you are not on NPSP version 3, feel free to contact us for a plan on upgrading and moving forward to take advantage of the power of the Nonprofit Success Pack.

Not sure which version you have? Check out this great post on how to check which version of NPSP you are currently using on the Power of Us Hub.

What’s next?

If you’re currently using the Nonprofit Success Pack and need help with configuration? Or are you looking to take advantage of the power of the NPSP and the Salesforce.com platform and need guidance on implementation? Contact us today and say hello via email or phone 02 8090 1478!

Lightning

The Blind Study (Salesforce Lightning Chronicles)

By Guest Author: Rachel Rogers

Let’s say you’ve just committed to conducting a global Blind Study as part of your Salesforce Lightning migration plan, but you aren’t exactly sure what it is going to entail. I mean there is really no industry standard for a “Blind Study”, right? Well the cool part is you get to make it up!

So I started with the first step of figuring out who should participate in the study. Followed quickly with handing that off to the really smart Sales Operations group to go find people that matched the criteria. We decided that we needed a mixture of Sales Representatives and Sales Managers.The criteria for either group was either excelled at Sales or good Salesforce User. I know you are saying, aren’t those the same? Well while we would all hope they were, it doesn’t always equate that way. I wasn’t interested in who fit which criteria, just that they were all represented.

So easy peasy right? Well, turns out you should add one more criteria: “agreeing to what the appropriate sample size”. When you don’t add that criteria, you end up with 26 people you need to conduct one hour sessions with. Then you throw in the fact that you committed to having them done within a week, make that the week after Dreamforce, ummm yeah…..

Well all of that madness aside, the other thing that needed planning was how the sessions were going to be conducted. Some groups like to take the approach of recording each session and then playing them back to get feedback, but let’s go collaborative. I decided to pull most of my team and my trusty Sales Operations counterparts into these meetings. They were going to be called “Observers”. Partly because I loved the Sci-Fi show Fringe, but mainly because this was going to be their job. They were not to interact with the users, simply observe and take copious notes on what they saw. They were split into three teams with specific functions:

  • Process

Goal: Look for ways that things could be streamlined for the particular process the user is trying to accomplish.

Example: In the previous UI there were hoover links that took people directly to related lists, but in the new UI those are gone. Is there a simpler way to accomplish tasks by page layouts changes or is there process optimization to prevent them from needing to access particular related lists?

  • Concepts

Goal: Identify which areas appear to be ‘natural/self-learned’ versus items that cause the users a harder time to identify.

Example: In the previous version tasks/activities were listed in a “to do” list area and now are listed in the “assistant”. Is this easy for people to understand or do they struggle to find where items are listed?

  • Technical

Goal: Identify any elements that are not working in the application that users hit technical roadblocks. Anything in this section will be an immediate fix for development.

Example: The custom Javascript button on the Opportunity page is not displaying so the user is unable to complete the requested activity.

The next thing was to write a script so that we could take away the variables in what we asked the users to do. We wanted to control as many variables as we could so that the results would not be swayed. The important thing to writing the script was to determine what functions we thought a user should be able to accomplish in the given time window while still allowing them time to ask questions. To do this, I went back to the Sales Process and thought about the most common functions this group would be requested to do on a daily/weekly basis. I also wanted to make sure that the script never instructed a user ‘how to’ do something. It was important that we gauge natural learning/transition patterns versus influenced instruction patterns. Think of this more as watching a kid with Legos. They have all the pieces they need to build a box, but how they go about building it and the order in which they process through it could be completely different.

Our script focused on Standard Objects only. Navigating your Home Page, entering an Opportunity, navigating related lists, finding your Forecast, etc. The instructions went something like this:

“Let’s move forward to Opportunities. Navigate to the view that you typically use to review your opportunities on a daily basis.”

The purpose for that instruction was to see do they use List Views, do they just jump straight to an Opportunity, or do they use a report/dashboard? Based on how they self navigated, we had a talk track for each of the possible navigation points. The next talk track would have been something along the lines of:

  • If the user goes to a List View follow this track:
    • Notice on the top right you now have a series of icons.
  • If the user goes directly to an Opportunity follow this track:
    • Look to see if you can find the {Related List Name} on the Opportunity.
  • If the user navigates to a report/dashboard follow this track:
    • Can you navigate to an Opportunity on this report/dashboard that you need to update?

The other really important item is to make sure that the Lightning environment you are using shows no major red flags to users. You want to make sure you do a UI technical review that demonstrates that all of the functions are working. For example, you don’t want to show a user a cool new page that has a big VisualForce error. Then you are ready to roll!

Follow our blog for the next instalment of the (Salesforce) Lightning Chronicles: Blind Study – What Happened?

 

Lightning

The Uber Early Steps (Salesforce Lightning Chronicles)

By Guest Author: Rachel Rogers

To most people one of the scariest words in the English language is “change”. It makes the best of us want to head for the hills or duck for cover. However for a few us, we dig our heels in and brace ourselves to wrestle it to the ground. I may only be 5’2” but show me the lion and I will tame him to a kitten to make it safe for everyone to pass.

When Salesforce rolled out Lightning I had a few days of ‘soaking in’ to do and then it was game time. You see a year ago, I broached the subject of change to our business and allowed them time to freak out. We went through 9 months of resistance, negotiations, roadmap evaluations, and the whole well there is a notion of ‘feature parody’ that we need. Then it was time to put a plan in place to start a full scale re-implementation. Yes, I said re-implementation because for an 8 year old org nothing is easy, quick, or nimble for migrating 8 years of customization to a new platform.

This series will take you through this journey. By the time it is complete we will have taken 18 months to make the full move. Now, take into consideration 9 months of that was based on waiting for features to become available. Well, let’s take a deep breathe and press forward, shall we?

The Uber Early Steps

Have you ever walked into a room with a topic you feel might be controversial? Like a good game of office politics might erupt because your topic was not on the transformational agenda? Well that is what this Salesforce Admin felt introducing Lightning to the business. I was about to inform the company that had used Salesforce for over 7 years that the User Interface they knew was going to transform into a somewhat unrecognizable format.

This didn’t mean that Lightning isn’t great or better for the company, it is just simply different. It is an unplanned change by the business’s viewpoint. This is something they didn’t sign up for, but instead something that was forced unto them to continue to use a platform they love. Well, here goes nothing!

early steps

That meeting went something like, “I want to introduce you to the upgraded version of Salesforce that is rolling out. It takes the existing Salesforce platform and amplifies the experience in new and exciting ways.” {Shares desktop, absolute silence} I could have heard a pin drop louder than the sounds in the room with Sales Operations. My next sentence, “I understand that this looks a lot different than what you are used to and tests your knowledge of the Icon Concept, but let’s walk through it.” This 30 minute meeting seemed like one of the longest meetings I have ever conducted.

I hung up the phone and thought, well this will be interesting. There wasn’t really much of a conversation until the end of the Summer 2016. Then the real fun began. There was an hour long meetings that I took a different approach to.

This approach was more from a position of, “Look team this is happening, you are receiving no new features on Classic. The only question we have is when do you want to move. We have done a technical  assessment and know what we need to update code wise to make this work. All I need to know is from an End User Changement Management perspective when you will be ready.” {Exhale and brace myself for response.} The response I got was, “Well let’s see what the reps think first.” {Slightly perplexed} “Alright, then how about I conduct Blind Studies with your top Sales Reps and top Salesforce Users and see how they respond. Then after we gather that information, will you agree to set a go live plan in motion?” {Time then seems to crawl and a slow motion movie plays out with visual cues, until} “Agreed.”

Follow our blog for the next instalment of the (Salesforce) Lightning Chronicles: The Blind Study

Lightning

The (Salesforce) Lightning Chronicles

Can I have a show of hands – Ok who loves Salesforce Lightning? It’s pretty cool what you can do in Lightning isn’t it!!

Now keep you hand up if you have considered the migration from Salesforce Classic to Lightning? How many of you have actually made the move? It was pretty easy wasn’t it? Well the reality is for most organisations and customers it isn’t easy and there is a lot that you need to consider before making the move.

During Dreamforce I was chatting with some fellow Salesforce MVP’s about the migration and how you need to plan and manage the migration. During that conversation, and one in particular with Rachel Rogers, we were saying wouldn’t it be great if we had some guidance to ensure the migration was a success. That’s when Rachel said – “Hang on! We’re doing that right now. Why don’t we publish a blog series about the journey and how you can manage it”.

Welcome to The (Salesforce) Lightning Chronicles!! This series will provide you with insights into how to manage your migration to Lightning. As we proceed through the journey the blog will become more technical but it starts with planning and the change management elements that are often missed in most projects.

But first let me introduce Rachel.

Rachel Rogers says she doesn’t just think outside the box; she lost the box entirely 10 years ago when she started working with Salesforce.

Rachel is a Certified Salesforce Administrator, Houston Salesforce User Group Leader, Creator of the HUG Gives Back Program, Dreamforce Speaker, and three-year Salesforce MVP. Rachel enjoys thinking about ‘what ifs’ and turning them into tangible solutions. Her passion is helping organisations leverage technology and training to enhance their business processes.

In addition to all the above Rachel is also the Sr. IT Manager at BMC Software overseeing their Global Salesforce Roadmap, Salesforce Governance and Release Schedules.

Rachel Rogers

We hope you find the series useful and it helps you as you migrate and start using Lightning. We will be publishing a new post every two weeks to share our Lightning journey.

You can find the first blog in the series here – The Uber Early Steps

 

Bunch of Cool Cats

Salesforce for Cats

I know you may be wondering why I am starting a blog with the title “Salesforce for Cats”. No it’s not a new Trailhead module (we already have the Catter badge module) and it’s not some weird experiment that will allow Cats to use Salesforce. Although we do know that one day they will take over the world!

Salesforce is Serious Business

This is a blog about how we implemented Salesforce for Cat Protection Society of NSW Inc. and transformed their organisation.

When most people think of Salesforce the initial thought is about CRM and the truth is that CRM, or how I prefer to think of it as customer centric interactions, are at the very heart of Salesforce. Using the Salesforce platform and extending this out to all Cat Protection Society to manage their Fundraising and Memberships was one part of the brief. Part two was to see if Salesforce could deliver:

  • A best-practice capability in managing cattery data
  • A comprehensive data capture of each animal’s journey from surrender to adoption
  • Provide an analytical framework to reveal trends, inform decision-making, and create impact

Ok – so there are some good buzz words there but the reality is that Cat Protection Society were drowning in paper and not able to use any of their data in their decision making.

Imagine this.. each month you need to provide a report to the Board about the management of the Cattery. This ranges from tracking the number of calls, the number of surrenders, the number of adoptions and the impact a supporter is having with the organisation. Collating this information took days… now it’s there in seconds as all of this appears on a Dashboard in Salesforce.

But wait.. there’s more. What if you no longer needed to manually record on paper or spreadsheets all the activities of the Cattery, ranging from feeding schedule, visits to the Vet, administering medicine.. etc etc etc. What if you could use Salesforce1 to capture this as it happens. What if you could then easily give the adopter all of their relevant “paperwork” electronically at the time of adoption. Cat Protection Society now can!

But – the journey doesn’t finish there. We are about to launch the next phase and implement modules by streamlining the entire Desexing process, Foster Care program and Volunteer Management.

I think I am going to cry, this system is amazing! In the 10 years I have been here it has always been our dream – Cat Protection Society Employee.

At Morphate we make dreams come true and as corny as that sounds it is something that is embedded in the DNA of every single team member. There is nothing more exciting then seeing the excitement of a customer when their roadblocks are removed whilst using Technology for Good.

Bunch of Cool Cats

 

 

 

Driving Donations

5 simple ideas to increase your donations

Recently I was discussing donation pages with one of our customers and we touched on what helps make one Donation Page better than others.

Based on our discussions and research did you know:

  • 8 out of 10 donation pages are not mobile friendly – that equates to 84% of charities across Australia
  • It takes someone 6 seconds to make a decision
  • In 2013, 50% of PayPal donations came from Australia. I in 4 were mobile donations

That is some interesting statistics. How many times has someone been to your donation page and left within 6 seconds because it is too hard? I know I have personally done that.

Donations

So what can you do to change this? Here are 5 simple ideas that can make a big difference:

  1. Less is more – keep to one page and giving too many options on your donation page can backfire
  2. Make it easy – think from the donors perspective, make sure it is mobile responsive (76% people open emails on phone)
  3. Chunk the content – use a wizard format to ensure you get the detail you need but keep it simple at the same time
  4. Be safe – ensure you can demonstrate that you are PCI compliant and have measures in place for spam/phishing attacks
  5. Be grateful – don’t start your thank you page with “Thank You”. Acknowledge your donors and what can be achieved because of their donations and support.

Lastly, don’t forget we live in a connected and engaged world. Ensure your supporters can share on Social Media and you stay connected with them on whichever channel they choose.

The above may seem like simple ideas but they will ensure you are engaged with your supporters and delivering the best experience that will encourage donations and engaged supporters.

Going to the FIA conference in Melbourne? Drop by the Salesforce.Org Zone Stand (28) at the FIA conference and let’s have a chat about how we can help optimise your donations page and process or say hello via email or phone 02 8090 1478.

Friendly AMS tools for your entire business

MemberNation – A whole new world for Associations

Our lives never stay the same so why should the technology we use? Surely it should always be evolving and provide a better experience. The good news is that apps built on the Salesforce Platform are constantly being upgraded with new features and enhancements being provided in each release. But what if it is time for a bigger change?

MemberNation, a membership app built entirely on the Salesforce platform, is one of those apps that is releasing the new version that has so many new features it is hard to list.

So what is the next best thing? How about watching the recording of our recent Webinar showcasing the new update to MemberNation.

 

In case you want a breakdown of what MemberNation provides here are the highlights:

  • Full Membership Lifecycle including renewals
  • Events Management for simple and complex, multi day/session/location, Events
  • Communities Portals for Members to self service and manage their account and renewals
  • Access “out of the box” to over 80 payment gateways globally
  • eStore functionality allowing organisations to sell any goods via their own online store.
  • Forums via the Community portal
  • Create, Managing and track Committees all within the app
  • Realtime Donation processing
  • Streamlined workflows using the power of the Salesforce platform
  • Reporting and Dashboards providing insights for your orgainsation
  • And the main thing – Providing one view of all interactions with your members in one place

How does your existing Membership Management tool stack up?

Reach out and drop us a note or give us a call (61 2 8090 1478) if you want to know more about MemberNation and how Morphate can help you.

If you are attending the Associations ForumNational Conference in Adelaide then drop by the Salesforce Foundation Booth (7) and have a chat with Andrew Hill and the team about how you can leverage Salesforce and apps like MemberNation in your Association.

Embrace Change

Driving change and success with Salesforce and Causeview

Embrace Change

Making a decision to move your core Supporter Systems is not something any organisation does lightly, especially if you have an important Fundraising event on the horizon. For Sydney Children’s Hospital Foundation (SCHF) the question wasn’t should we do it, it was why can’t we do it. The challenge was… can we do this within 3 months?

In December 2014 SCHF met with us to discuss their options of moving onto the Salesforce platform. SCHF were drowning in manual processes, spreadsheets and a system that wasn’t providing any value to their organisation. They wanted and needed technology that allowed them to capture donations from various sources (Website, Community, during Events etc) in a timely basis. There were a few choices of products on the Salesforce platform and SCHF turned to Morphate to provide our recommendation. We dived into the Morphate Toolkit and Causeview was recommended as the best fit for the current and future requirements.

As we have previously blogged, Causeview has a lot of functionality that allows organisations to manage their supporters, events, volunteers, community fundraising, online donations etc etc etc.  In February the implementation element of the project kicked off and SCHF were on the way to the new world with Causeview and Salesforce.

We, SCHF and Morphate, had our work cut out for us. Our challenge was to ensure the solution was live and could support the live televised, Gold Telethon on 8th June. This meant we had three months to be live.. a tough ask but we, both Morphate and SCHF, knew we could do it.

You may ask “why were you so confident?” simply because the groundwork had been set months before we kicked off the project.

“They always say time changes things, but you actually have to change them yourself.”
Andy Warhol, The Philosophy of Andy Warhol

Projects, no matter what size, are successful when you have a Change Management strategy embedded from the start. For SCHF this was before Morphate was engaged. As Jo Price, IT Systems Manager at SCHF, said

The basis of our change management strategy was to keep the whole team involved throughout the whole project from recording current business process and listening and acting on their ideas for improvements, scoping to testing to training and going live.  

So, when it came to the Telethon, SCHF were on top of their game and had the right tools to support them on the day. What impact did this have? Jo Price said,

The biggest successes we have had by implementing Salesforce with Causeview has been the time savings, data accuracy and better reporting tools to enable us to better manage our supporters.

Apart from peer to peer fundraising, our donations all feed directly into our Salesforce and Causeview in real time. We no longer download and then upload donations, and we can get real time updates on fundraising dollars.  This was extremely successful for our annual Telethon, we were able to pull reports showing donations every 10minutes to update the live broadcast dollars raised.

We have also seen huge time savings with our Recurring donors – this whole process is now automated.  We can now focus on proactively calling these supporters and managing our relationship with them.

I, like many, watched the Telethon as Causeview and Salesforce was stress tested throughout the day with all donations being processed in real time and over $5.2million in monies raised. It was great knowing SCHF knew exactly what their donations were at any point in time during the day.

 

Telethon Call

It is important to note that the solution wasn’t implemented solely for the Telethon, this is the core Supporter solution for SCHF and Salesforce and Causeview is embedded across the entire organisation. Every interaction with a supporter is captured and allows the team to have meaningful conversations with their supporters with each interaction.

SCHF Leanne Warner

Change and Technology solutions go hand in hand. We’ve all seen those projects which “implement” a solution without a supported Change Management Strategy and result in low adoption, no improvement in process or supporter engagement.

Leanne Warner, CEO of Sydney Children’s Hospital Foundation, said

Working with Morphate to implement Salesforce has renewed my faith in the possibility of adding great new technology without it destroying your business at the same time.

It is important that the NFP select an outstanding IT Systems project manager to guide the vendor and carefully change manage expectations internally, but you have to be happy if your vendor turns out to be a really great business partner who cares about great outcomes.

Sure we encountered hurdles and frustrations, but Morphate took responsibility to ensure that we were successful with our roll out and I have confidence that they will continue to help to support us on an ongoing basis.

As a team we are all proud of what we have accomplished over the past 5 months and we have learnt a lot along the way that will help others to be successful. We all know that Salesforce is the best CRM product available in the Sector today, and if you want the system to add the most value it can, I would recommend that you speak to Morphate and start scoping!

The team at Morphate are here to help you with your project regardless of how small or big it is. Reach out and drop us a note or give us a call (61 2 8090 1478).] and let’s talk about transforming your organisation with Technology for Good.