dynamics day 2012: dynamics crm case study - young new zealanders foundation

Customer Case Study: Young New

Zealanders Foundation

Colin May, YNZF

Steven Foster, Intergen #dynamicsday

Our Agenda

Background of YNZF

Need for Change

After Dynamics CRM

What the Solution looked like

Before Dynamics CRM

Youth in New Zealand • Have one of the highest suicide rates in the

western world

• 1 out of 4 are victims of sexual, physical or emotional abuse

• Have one of the highest rates of teen pregnancy in the world

• 100,000 young people will appear in courts before they are 21

• Bulling is rife in schools and on the increase

Too many kids are falling

through the cracks

Young New Zealanders Foundation • Totally committed to LifeSkills development of Kiwi Kids

• Registered Charity, established in 1997, to help fund community

youth education programmes like D.A.R.E.

• Develop and distribute highly effective resources providing

LifeSkills that support, educate and empower Kiwi Kids

LifeSkills that support, educate

and empower Kiwi Kids.

LifeSkills that support, educate

and empower Kiwi Kids.

Gemstones Amazing Me

Travel Log No Excuse for Abuse

Career Passport

Personal safety & sourcing help

3-7 year olds, parents & caregivers

Awareness & Avoidance of abuse

0-12 year olds, parents & caregivers

Career guidance & skills to enter the

workforce. School leavers

Develop healthy decision making

Classroom based for years 6-9

Teenage development issues

Classroom based for years 9-10

Before Dynamics CRM • Access Database

– Sunset Product

– Expensive Development or changes to Reporting

– Developed and managed by “one-man band”

• Manual Processing of Credit Card Transactions

• Spending $35,000 per year in postage of receipts

• Fundraiser performance not transparent

• “Up Sell” performance difficult to monitor

• Communication with Supporters only via telemarketing

• Needed a package the would integrate with a predictive dialler

Need for Change • Future Proof the technology platform

• Required a stable platform

• Goal was to move towards an “out-of-the-box” solution

– Remove the reliance on a one man band

– Build one sell many vs build one sell one

• Needed stable access for remote users

• Capability to report on fundamental operational drivers

Proposed Solution Components

+ +

Solution Overview

Dialler Email Marketing

Track Supporters interest

Agent Dashboard Live Sales Donation visibility

After Dynamics CRM • Dynamics CRM Database

– Feature rich and fully functional to help establish “best practice”

– Configuration rather than customisation ensures future proofing at minimal cost

• Integrated Automatic Processing of Credit Card Transactions

• Email receipts save over $34,000 per year

• Fundraiser performance now live for all to see

• “Up Sell” performance had immediate change in caller behaviour

• Communication with Supporters with Email Newsletter to support the

telemarketing

• Track web visit as a results of email and identify Supporters interest

Live Support Details

Live Email Receipt

Live Email Events Details

Live Tracking Email to Web Visits

A worthy Charity in need • 100% non-profit Charitable Trust

• We have more demand from schools and the

community for our resources than we can supply

• We receive no government funding or lottery

grants, we rely solely on the generosity of the

pubic (private individuals & SME owners)

“If I were the Minister of Education, for emerging adolescents,

Gemstones would be a compulsory platform in every

intermediate school in the country”

Paul Murphy, Principle of Kedgley Intermediate

Papatoetoe, Auckland

Any questions?

Do you want to know more?

Find me in the Experience Lounge at the end of this presentation.

Thank you barry.barryson@intergen.co.nz