CRM and cake VII - Adapta Consulting · 2018-07-13 · Programme 14.00 Arrival and welcome Adapta...
Transcript of CRM and cake VII - Adapta Consulting · 2018-07-13 · Programme 14.00 Arrival and welcome Adapta...
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 [email protected]
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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
Discussion and feedback
Review and close
Presentations will be available to download from the Adapta website shortly
www.adaptaconsulting.co.uk