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 (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

 

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.

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

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.