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, 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

Follow our blog for the next instalment of the (Salesforce) Lightning Chronicles

 

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.

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.

Phishing

Time to stop Phishing!

We’re all aware of the various Phishing scams out there. If I had a dollar for every time I received an email about a rich Uncle of mine who had died in another country, I wouldn’t need the millions of dollars he allegedly left me. The good news is we are fully aware of these type of scams and are very unlikely to respond to them.

As always the criminals are trying to stay one step ahead of us. We recently heard of a couple of Fundraising organisation’s that had a “bunch” of credit cards donations processed on their website that resulted in their bank threatening to shut their account. This is not an outcome that anyone wants.

StopPhishing

We also received the following advice from iATS (an International Payment Gateway/Processor).

There has been a growing trend among thieves to use nonprofit organisations as a means of testing stolen credit card information by making small donations via online donation forms. You can protect your organisation from fraud by choosing an online payment processor that implements Fraud Protection Measures designed to foil these attempts. Examples of these measures include:
  • Address Verification Systems (AVS),
  • Bank Identification Number (BIN) Checking,
  • Card Verification Code Requirement Capability (CVV2),
  • Card Number Tumbling,
  • IP Blocking,
  • Minimum Transaction Limit and
  • Name Tumbling.

iATS Payments, a payment processor that specialises in services for nonprofits, has built these tools to be customisable for the needs of each individual organisation. You should always check with your online payment gateway or merchant services provider to see what fraud protection measures they offer.

The simplest way to stop the Phishing is to add a Captcha to your donation page. Whilst I am personally not a fan of Captcha it does serve a useful purpose and it is the easiest outcome if you are processing donations into Salesforce. I asked Causeview, one of our product partners, to add a Captcha to a testing donation form for Causeview and it took less time then it took me to write this blog.

So, keep this in mind if you want a quick fix to stop Phishing whilst maintaining your normal donation process.

To learn more about Causeview you can visit the Causeview website or watch the recorded webinar on our recent blog.

AIME

AIME – Connecting Mentors and Mentees with Salesforce1 and Salesforce Communities

Over the past few months the Morphate team have been working with the team from Australian Indigenous Mentoring Experience (AIME) to build a Mentor App on the Salesforce1 Platform.

AIME

AIME is a fantastic organisation that is focussed on mentoring and supporting Indigenous students through high school and into university. AIME was launched in 2005 when they mentored 25 students, and by 2018 they are on track to engage 10,000 students annually. Any solution we built needed to scale, but more importantly AIME needed to be able to maintain and update the app themselves.

Our challenge was to build a solution that allowed Mentors to enrol, matching Mentees to study streams and Mentors, and to do so via the AIME website. Most importantly, this needed to be done in a robust manner and allow AIME to create a community to mentor indigenous students over several years then ultimately become mentors themselves.

At Morphate our approach is to always use as much of the native Salesforce functionality as possible which then allows our customers to grow with the Salesforce1 platform. For AIME we built the core solution using Process Builder and Flow with Communities, with Chatter enabling collaboration in the community.

You may ask Why or What is Process Builder? Well it is new functionality that Salesforce announced at Dreamforce last year. It allows us to leverage flows to build a solution in a point and click manner reducing the requirement for code to almost zero! This ensures that AIME can maintain/update/change the flows, as needed, for any future change without involving a developer. This is why we and our customers love the Salesforce1 platform as it delivers power into your hands.

For the portal requirements we utilised Salesforce Communities which allows the mentors to maintain their details, schedules, and more importantly collaborate with other mentors and groups – all within the AIME Community! The community has the same look and feel as their website and works on all devices.

Building the solution around the students and mentors will enable AIME to extend their relationships and reach in the Indigenous communities.

Jess Timmins, AIME National Operations Director, advised that AIME has seen a positive impact since the solution was launched in March.

“With the new Mentor App we’ve seen a 70% increase in Mentor Applications, 20% reduction in AIME Staff workload, a 10% increase in conversion from expression of interest to Mentor applications and over 90% reduction in issues from new Mentors”

There is more work to be completed on the AIME Mentor App as we continue to develop further enhancements that will allow them to easily track and report on Students progress over the year and future years.

As Jess has said “The AIME Mentor app and Community are awesome, it’s crazy how far we have come in 6 short months”.

By leveraging the Saleforce1 platform anything is possible, just imagine what AIME can achieve in the next 6 months and then beyond….

Note: This is a reblog of a post I wrote on the Salesforce Foundation Blog

Wind Back The Clock

Causeview + Salesforce = Love for Not for Profits!

If we wind back the clock to the not too distant past you will remember the “Green Screens”systems that we all used because there were no other options. Capturing data was painful and then when you tried to get insights into your customers/supporters behaviour it was.. well let’s face it we couldn’t because that functionality didn’t exist.

It’s not acceptable anymore so why continue? It’s time to innovate and the good news is that this doesn’t need to be the case anymore.

Recently we held a Webinar showing how Organisations can use Salesforce and Causeview to manage their fundraising, Volunteers, Events Management and create communities for their supporters.

As you will see from the webinar recording utilising solutions like Causeview allows you to manage your everyday functions such as Donor Management and Regular Giving. But hang on, you can also leverage the power of the Salesforce1 Platform to extend this to undertake functions such as segmentation of your supporters and building campaigns to deliver personalised communications.

But wait there’s more.. what if you could use Causeview to create and manage your events from selling tickets online and manually to the follow up post event? What if you wanted a solution to manage volunteers including open roles, applications and placements? The good news is that Causeview delivers this!

Causeview is just one of the products we recommend, we have solutions regardless of your size and complexity and something to fit everyone’s budget. Below is a comparison of the leading Not For Profit applications available on the Salesforce1 platform.

If you are interested in finding out more about the available products for Not For Profits or how Morphate can help you please drop us a note or give us a call (61 2 8090 1478).

Driving transformation in Fundraising Relationships

Why Salesforce and Supporter Management is a Win/Win/Win

We’ve been busy at Morphate for the past few months working with some great organisations such as AIME, Sydney Children’s Hospital Foundation and McGrath Foundation, and it shows as it’s been a while since we published a blog. Well we are addressing that and will be returning to regular blogs from today.

For this blog I want to ask what you are using to manage your relationships. No I’m not asking if you are using Tinder I mean your Supporter relationships. Are you using a CRM? Email? Outlook? A combination of all the above?

Recently I was provided with some interesting stats about companies that are considering CRM’s. Jay Ivey, a market research associate at CRM software consultancy Software Advice, has undertaken a study that shows that 55% of small businesses are currently using manual methods such as spreadsheets and paper to manage their relationships. This is 9% higher than the US. Now you may say “that is small business and as a Not For Profit it doesn’t relate” but I will disagree. We’ve all seen how spreadsheets can creep into an organisation and become the “Core” system. It’s time to step back and think about doing things in a different way!

The main thing to consider is that using spreadsheets or standalone applications means you cannot see and action the full lifecycle of your supporters. For this reason many Australian buyers (34 percent) are also beginning to request an integrated suite that combines tools such as Salesforce with marketing automation and other tools. They want to better aligns marketing and sales and again this is reflected with Not For Profits through aligning Marketing and Supporter Management.

During the last week we were at the Salesforce WorldTour in Melbourne and we had the pleasure of spending the day helping the Salesforce Foundation on their stand. We fielded many questions that related to how organisations can use Salesforce in their organisation. The key is not think of Salesforce as a Sales tool, at the heart it is a CRM but with the Salesforce ecosystem, or AppExchange, this allows you to extend the CRM functionality and use the power of the Salesforce1 Platform for Fundraising, Events Management, Volunteer Management and many other applications.

So, if you agree that it’s time for a change then best thing you can do is consider how Salesforce and those associated apps can be used in your organisation. Below is a comparison of the leading Not For Profit applications available on the Salesforce1 platform. If you would like to know more about these solutions please sign up for our, free, webinar series.

Driving transformation in Fundraising Relationships

Help! I want Salesforce for Fundraising but what now?

Earlier in October the Salesforce conference “Dreamforce” was held in San Francisco. This was a small affair with only 145,000 people registered which turned San Francisco into a sea of blue lanyards and Salesforce/Dreamforce backpacks and featured the Beach Boys in the main keynote. Yes that’s right the Beach Boys…

 

DF14 Crowd

This was the fourth Dreamforce that I attended and it always surprises me after each Dreamforce how I walk away with a different experience each time. This time we heard and saw some fantastic new products from Salesforce such as Lightning. I blogged on the Salesforce ANZ Blog about the launch of Salesforce1 Lightning, an exciting way to rapidly develop apps on the Salesforce1 platform which effectively makes all of us developers.

The other exciting opportunity for me this time was walking the Expo floor and talking to a lot of product companies and the varied solutions they have available for Salesforce customers. These ranged from solutions such as Drawloop, a document generation tool that allows Salesforce users to create rich documents and merge fields from Salesforce and all delivered natively inside Salesforce, to solutions like Birst, a BI and Analytics tool that can take multiple sources of data and provide rich analytics all within your Salesforce instance.

Driving transformation in Fundraising Relationships

But again this year was different because, with the recent announcement of the release of the Salesforce Foundation NGO Connect product for the US market, it was timely to find out more about the solutions that are available for our Not for Profit customers and I spent most of my time talking to product companies in the Salesforce Foundation Zone. There are some fantastic solutions available that handle everything for Fundraising/Donor Management organisation, such as Causeview and roundCause, others for Association Management, such as MemberNation from Fonteva, and Peer to Peer fundraising solutions such as Classy.

You may be not aware of some of these solutions and what they can do or you may be currently considering what you should do with your Salesforce instance and want to know more. The good news is that our next series of webinars will detail the  functionality of the various Fundraising and Association Management products that are available. We will be holding further webinars in the coming weeks on other solutions that we believe can help transform your Not For Profit organisation.

If you are interested in attending our webinars then sign up here or if you have any questions then drop us a note and we will see how we can help you.

Morphate Technology for Good

Philanthropy starts with us

In May this year we launched Morphate with a mission to help Not For Profits transform their organisations using tools such as Salesforce and others apps built on the Salesforce platform. Our focus isn’t purely on building a technology/consulting company, we also want to ensure we have  a philanthropy mission embedded into our day to day operations.

Morphate Launch

We don’t want to just drive changes using Technology – we want to get our hands dirty and help those charities and organisations across Australia and New Zealand that are making an impact on those that need help.

Our philanthropic model is based on the same model that Salesforce pioneered. Salesforce introduced their philanthropic model when they launched the company back in 1999 and to date they have provided over $65m in grants, 620,000 + hours of community service and product donations to over 22,000 Not for Profits.

We hope to mirror those achievements with the Morphate model where we will donate 1% of our Time,  1% of product implementations and 1% of earnings as a donation to Not For Profits across Australia and New Zealand. Just like Salesforce we will leverage our people, our technology solutions and resources to improve communities across Australia and New Zealand.

We kicked off the first element last week when I spent time at Foodbank NSW volunteering with some of the Salesforce team packing food hampers that will be distributed across Australia.

Foodbank Foundation Day

A few hours out of my day will ensure 420 hampers will be provided and help change the life of those people. This is a mere drop in the ocean compared to the 5,600,000 meals provided through Foodbank NSW over the last year. Over the coming weeks and months we will donate further time to undertake activities and help other charitable organisations and we will keep you informed of these activities via our blog.

Foodbank Hamper

Another element of what the Morphate team will be doing is the launch of a grant program where we will, each quarter, provide an grant to cover the implementation of the Salesforce Foundation Starter Pack for the chosen organisation at no cost. The value of the package is $11,250 and we will be announcing the recipient of the first grant on 30 September. You can apply by completing the following form and we will provide further details of the grant submission process.

The last element of our program is providing 1% of our earnings as a donation to chosen charities.

An important part of our program is to ensure there is transparency on our activities, grants and donations and this information will be detailed with regular updates on our website.

We want that our philanthropy program to help make a real difference in some lives and we encourage others in the Salesforce community to take the challenge and introduce a similar program into their business.