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)

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

 

 

 

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.

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.

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.