CRM and cake VII

12 July 2018

@AdaptaforNFP

Adapta Consulting

We are:– A specialist information systems consultancy– We only work with membership organisations, charities,

associations, trusts and others in the NfP sector– We are completely supplier-independent– Our consultants have held senior positions in a broad range of

different organisations– Our advice and guidance is based on practical experience gained

over many years.

Programme14.00 Arrival and welcome

Adapta Consulting

Welcome to the event, introductions and overview of the agenda for

the afternoon.

14:15 Seven deadly tensions

Adapta Consulting

A personal view of the challenges facing organisations implementing

CRM systems

15:00 Case studies – Implementation stories

Nicola Lawson, World Village for Children

Rachel Vincent, Christian Aid

16:00 Discussion and feedback

All

A round table discussion and feedback.

16.45-

17.00

Review and close

Adapta Consulting

Introductions

Seven Deadly tensions

• Digital vs IT• Access vs Security• Imagination vs Reality• Ambition vs Experience• Commerce vs Culture• Technology vs Change• Capability vs Cost

World Villages for Children

A NEW CRM FOR WORLD VILLAGES FOR CHILDREN Nicola Lawson, UK Manager and Trustee

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World Villages for Children

Six Countries

14 Schools

20,000 Children

150,000 Graduates

Countless communities

changed for the better

370 Sisters of Mary

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World Villages for ChildrenWorld Villages for Children

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World Villages for Children

• Our CRM and data history

• Outsourcing

• Do we really need a new CRM?

• What is the business case?

• Cost of existing system• Lack of investment• Lack of data insight and control

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World Villages for Children

• Managing the risk of a new CRM

• Research, Analysis, Planning

• Requirements

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World Villages for ChildrenWorld Villages for Children

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World Villages for Children

• Easy to use system for all staff

• Allow automation of processes

• Well known by database managers

• Flexible for integration with other applications

• GDPR ready

• Value for money

• Supplier understands charity – a proper partner!

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World Villages for Children

• Procurement process – 5 months – Aug – Dec 2016

• Scanning the market for the solutions which fit the brief

• Approaching those suppliers who had the partnership credentials

• Total cost of ownership Years 1 and 2-5 / like for like supplier response analysis

• References

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World Villages for Children

• Our objectives for the CRM project

• On time, on budget implementation of RE NXT• New fundraising Insight• Significant cost savings• Data empowerment

• Project organisation

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World Villages for Children

• Project scope –- Define everything!

• Project planning- Getting involved in the detail

• Data Design, Mapping, Data Conversion, - Allowing sufficient time

• Be ready, be committed, but be flexible!

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World Villages for Children

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World Villages for Children

• Project change - Managing our direct debit file

• Project final stages, data validation and go live- Testing, testing, testing

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World Villages for Children

• Outcome

• Learnings

• Do we really need a new CRM – what is the business case?• Do your analysis and be prepared to be honest about what you need as opposed to what

you want.• Nobody knows your data or your charity better than you – really!• Plan well to manage the risk of your project• Commit to the timetable• Keep everyone involved• Training – pre and post implementation = vital

Thank you!nlawson@worldvillages.org.uk

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Choosing the future

Rachel Vincent Performance, Development & Insight Project Officer – Christian Aid

Who are Christian Aid?

An international development agency working in 37

countries

Set up by the churches of Britain and Ireland and are still

serving them over 70 years later

Supporting communities to fight the injustice of poverty,

with people of all faiths and none

Our work in Britain and Ireland is focussed on fundraising

and campaigning

Mapping out a future

Worked with Adapta Consulting to help us to

determine what our vision was for the future

Existing CRM, Ascent, reaching end of its life

Drew on stakeholders throughout our supporter-

facing teams to workshop their vision for the future

Used Benefits Mapping

Clear idea of hopes, and a foundation

to build requirements from

Basic Concept of a Benefits Map

Starting at the desired end result, you look at what needs to happen to reach that goal: some of

those actions will be a benefit in themselves, some will be people, resource or process changes

Processes

Resources

PeopleThe eventual

outcome(s)The benefits

envisioned

Benefits dependencies

Change approach to

lobbying government

Train staff to delegate more

New Bicycle

Improved public

transport

Improved time management

Better journey planning

Encourage more cycling

Greater use of public

transport

Fewer rushedjourneys

Energy saving bulbs

More efficient boiler

Greater use of more carbon friendly cars

Less use of car transport

More carbon friendly driving

More energy saving

appliances

Energy conservation

Reduced carbon

emissions

To reduce carbon footprint

Key

Outcome

BenefitPeopleProcesses Resources

Post-it heaven

From Post-it to Visio

Optimised supporter

partnerships

Automated trigger

New/Integrated technology

Fuzzy matching

Finance (cost)

Data analysis

Data request fundraising

Mailings & email

campaigns

Members area to see feedback on

achievements

Enhancement of data –

MOSAIC/Acorn

Filtering system

Supporter awareness

Dedicated team to administer

members’ area

Improved internal comms between

fundraising & processing teamsHaving a

monitoring & managing team

for data selections

Friendly supporter

interface (portal)

Supporters can gift aid online, change

Direct Debits, update preferences

Happy, more engaged

supporters

More donations & long-term

support

Better targeted audiences

Faster, more complete importing

Better, complete data

quality

Legal requirements

Data portal/warehouse

Fast processing

Processes Resources People Benefits Outcome

Uber Visio

Project

complexity

Project ownership SI staff effort

(days per month)

Dept. staff effort

(days per month)

External cost

(£000s) W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15

A. Strategic objective #1

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Desired benefits

A CRM which gave us a 360° view of our supporters

A tailored supporter journey; recognising their interests and

engagements with Christian Aid through Give Act Pray

A more user-friendly, intuitive system

An integrated digital marketing platform

A system that allowed supporter self-service

A solution that fitted and grows with the evolving digital

landscape

A GDPR-ready solution

Our key questions from Benefits Mapping

Can our current system, Ascent, live up to the way

we want to work now and in the future?

What are the CRM software packages available on

the market for the not-for-profit sector?

Which of those systems are the best fit for the way

we would like to work?

Selection Process

We took our time to ensure we made the right choice

6 month process

■ Longlisting suppliers

■ Invitation to tender

■ Shortlist to 4

■ Supplier presentations

■ Shortlist to 2

■ Prototyping, due diligence and reference site visits

Why Dynamics?

Little difference in capability between Salesforce and

Dynamics

A “Microsoft first” policy

Integration with existing software

Familiar look and feel for users

Clarity on pricing

A supplier which suited Christian Aid

Fast forward a year

Christian Aid went live with phase one on 1 May

It hasn’t been easy

It hasn’t always gone to plan

We have learnt a huge amount

However, we know we made the right choice for Christian Aid

Our staff and supplier’s technical team work together as one

Learning Points

You need a good project manager

It helps to have the project manager involved in the selection

process

Be clear about what matters to you and your organisation

Expect it to take a long time and for things to go wrong

Data migration takes a massive amount of time and energy

Don’t be afraid to ask for external help – you are not expected to

know how to do this from scratch!

Find a supplier who will work alongside you as a partner, and will

be there with you when things go wrong

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Any questions?

If you would like to chat further about Christian Aid’s CRM journey,

please feel free to contact us:

Rachel Vincent

020 7523 2220

rvincent@christian-aid.org

Discussion and feedback

Review and close

Presentations will be available to download from the Adapta website shortly

www.adaptaconsulting.co.uk