operation process review

Operation Process Review for Salesforce• Intro from Cascadia• What is Operations Process Review?• Why does OPR matter for CRM?• OPR: a checklist• And more

Portland Nonprofit User Group Meeting 10.8.10

Intro from Cascadia

What is Operation Process Review?

A business process is a collection of related activities or tasks that produce a specific service.

That process can be broken down into three other processes:•Governance processes (i.e. board, executives)•Operational processes (i.e. outreach, programs)•Support processes (i.e. accounting, human resources)

* Operation Process Review would be the nonprofit equivalent of a Business Process Review.

Why does OPR matter for CRM?

Put simply, because if you don’t know what your operation process is, you can’t map Salesforce correctly.

• Make sure you understand Salesforce terms and how they apply to NPOs. A good resource for translating from B2B language to NPO language is here.

• Make sure you understand the specific goals of your organization, because your CRM should map and track those, as well as help you achieve them. Your CRM can’t do its job if you don’t tell it how.

What is a good checklist for an OPR?

Plan and Prepare

1.Define and prioritize your goals.2.Define your process.3.Map your process to Salesforce functionality.4.Define the reports you need. (Sometimes a great place to start.)5.Train your administrator.6.Communicate with your users.

* Salesforce has an excellent resource for this, located here.

How do I go live with Salesforce?

Setting up Salesforce CRM

1.Company profile2.User profiles, examples:

A. System Administrator – can configure SalesforceB. Standard User – can create records and reportsC. Read-only User – can view records, cannot edit anything

3.Organization-wide settings4.Role Hierarchy

What's the difference between ...

Doing it yourself and using a partner…

1.Takes longer.2.Learning curve.3.Missing something.4.Finding “best practice”.

Any questions about...

Questions…

1.How long does it take?2.Who should lead the process?3.How to project manage?4.Resources to use?5.Other stuff?