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

 

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.”

Read more in our next blog: The Blind Study (Salesforce Lightning Chronicles)

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.

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.

Importing data into Salesforce is more a love than hate relationship

Following from our last blog Why the Salesforce Nonprofit Starter Pack is a great place to start, you maybe wondering how to take the first step and import your data into Salesforce from other systems? Or maybe you’ve accidentally imported the wrong data into the wrong field – or worse, unintentionally mixed up for deleted important information. Importing into Salesforce is easy, and before you know it you will be able to import all those spreadsheets faster than you can say “I’m a Salesforce Importing Whizz“! with these great tools.

Let’s start off simple and have a look at two options available, the new Salesforce Data Import Wizard and Dataloader.io.

Salesforce Data Import Wizard

Using the Salesforce Data Import Wizard allows you to import or update Account, Contact, Lead, Solutions, and Custom Object records. Salesforce’s Spring 14 release, provides a seamless, friendly user interface that makes importing simple with just a few clicks.

Salesforce Import Wizard

It all starts by choosing the type of data you want to import, uploading the file, mapping the fields that need to be identified and then starting your import. Remember, it’s important to clean up the data first and to save the file as CSV format as the Import Wizard loves CSV files.

TIP 1
LOVE: Salesforce loves clean CSV files
HATE: Salesforce hates messy CSV files, so make sure your header matches the object in Salesforce

TIP 2
LOVE:
Often one of the forgotten features of the Salesforce Data Import Wizard is its way of importing Accounts and Contacts at the same time. No need to import accounts first and then contacts afterwards, the import wizard does all the hard work for you – making the  Salesforce Data Import Wizard really easy and a great resource for you.
HATE: Proceed with caution. Although the Salesforce Data Import Wizard is a great tool, it can’t and won’t do everything for you… like standardise your address details.

By using the new Data Import Wizard, you’ll have loads of new or updated records imported into Salesforce in no time.

To find and start to use the new wizard, Within Setup click Data Management and then Data Import Wizard.

Watch this video by Chirag Rajan Product Manager of  the Data Import Wizard to get quick demonstration of all the new features.

Dataloader.io

Now if you need more than just a simple import, then using Dataloader.io built by Mulesoft is what you want. Being the only 100% cloud-based data loader app for Salesforce.com, it gets around the need to install any software. This free product with a paid option is not only for importing data into Salesforce, but also exporting and updating data. To get started all you need to do is go to www.Dataloader.io and click the login to Salesforce button in the upper left corner.  It doesn’t require a security token and you will be able to use the standard Salesforce login details to get in.

This nice simple interface needs very little guidance and Mulesoft has created some great How-To pages and videos to get you through any questions you might have. The process to do any task is driven by a nice and easy to use wizard which will allow you to do everything you need in 3 easy steps:

1. Select your object
2. Select where you would like to import the file from
3. Select your destination

The wizard will allow you to browse a CSV file from any location: local CSV file, Dropbox or even a FTP server. If the columns match what is in Salesforce the field mapping will be done for you. You will just need to check for unmapped fields and then run the task.

Before you are about to run the task, you will see a nice summary of everything you need to know. With the ability to send a copy of the results to your chosen destination folder (or email them if you wish!) Dataloader provides all the information to make sure you get it right. Once your task runs, you will see the results in a history page, where you can edit the task, run the task again and/or clone the task,  making multiple imports of data over and over again super easy. Presto!

TIP 3
LOVE: The Dataloader.io allows you to re-run tasks, making multiple imports super easy.
HATE: Having to clean up dirty data given to you by someone else that doesn’t love data as much as you.

Dataloader.io icons

It’s not always you are given a file with a Salesforce ID to update existing records, so something else we really love about Dataloader.io is the ability to update records without the need for a Salesforce ID by using the Lookup feature. With the Lookup feature there is no need to use an Excel VLOOKUP formula, and it even marks the duplicated records as an error so you can cleanse the Data going into Salesforce.com.

TIP 4
LOVE: The Lookup feature
HATE: Working out how to use the Excel VLOOKUP function without reading loads of online help

Dataloader.io Account ID lookup

Dataloader.io is a nice powerful tool, that makes data management easy without having to install anything. It maintains the rich features of Mulesoft, like emailing you when a task has been complete, and makes it simple for repeat tasks. We love anything that saves you plenty of time to do all your other important tasks. So that’s it… easy as A-B-C!

Watch this video by Mulesoft to find out more on Dataloader.io.

Want to avoid some of the common mistakes people make during import?
Watch these best practices videos by Salesforce to learn how.

If you want to know more we’re running Webinars throughout July which includes how to migrate your import your data in Salesforce.com. This is a great way to understand how you can utilise Salesforce and the data management tools in your organisation. If you are interested then please sign up here.

We will leave you with our final and most important Tip.

TIP 5 
LOVE: Clean data
HATE: Messy data that causes duplicates, inaccurate information and a mess.

Whether you are setting Salesforce up for the first time or importing more data take the opportunity to ensure your data is as clean as possible as this will ensure you can use the data straight after the import without any further cleansing.