using the cloud for social impact. mission-based social enterprise founded in 2003 hq in sf with dc...

Using the Cloud for Social Impact

• Mission-based social enterprise

• Founded in 2003

• HQ in SF with DC & NY offices

• Over 30 expert staff & growing rapidly

• Salesforce.com Foundation partner since

2005

Who We Are

• Focused exclusively on the nonprofit sector

• Exceptional business analysis skills

• Unmatched Salesforce.com expertise

• Deep understanding of the social sector’s needs, challenges, and constraints.

• Implemented 200+ Salesforce projects for nonprofits & social enterprises across the globe

Nonprofit Expertise

One topic:

Better service.

1. Evolution of Computing2. Cloud Computing Model3. Cloud Mission Management

Data Management Apps

Business Logic Apps

Process Automation Apps

1970s Mini Computing

1990s Desktop Cloud Computing

2000s Mobile Cloud Computing

2010 Post PC Revolution

1960s MainframeComputing

1980s Client/server Computing

Mobile/Social Apps

Web Apps

Post PC Apps

Evolution of Computing

Cheaper. Timely-er.

More relevant. Easier to access.

Social Network Surpasses Email

Cloud Computing Model

Traditional Data Center Model

Congratulations! You now own a 1998 Toyota Corolla!

Now: insurance, parking, maintenance, fixed monthly

payments.If it breaks you pay for it.

Oh, and you’ll own it for 10 years.

Cloud Computing Model

Cheaper. Timely-er.

More relevant. Easier to access.

Cloud Computing Model

Traditional IT Cost Model

Growth Scenario

Users / IT Costs

Time

Cloud Computing Cost Model

Users / IT Costs

Time

IT Costs are Variable

Growth Scenario

Traditional IT Cost Model

Users / IT Costs

Time

IT Costs are Semi-Fixed

Recession Scenario

Cloud Computing Cost Model

Users / IT Costs

TimeRecession Scenario

Interchangable Parts

Plug and Playis the new

“Interchangable Parts”

HTMLFTPXMLSOAPWSDLPOP

SMTPIMAPUDP

(and other acronyms)

Cloud Mission Management

The most important person in the world:

the constituent.

What we’re good at (or should be by now):

• Raising money• Telling our stories• Emailing lots of people• Tweetering (or whatever the kids

call it)

• Filling out lots of paper forms

• Doing our jobs

• Doing our jobs

How do you know?

What we can improve:

• Understand your constituents

• Provide great service• Do more with what we

have

Cloud CRMs

What Nonprofits can do with

Salesforce.comCRM Contacts Orgs

Inquiries / Requests

Email Integration

DevelopmentDonor Mgmt

Online Donations

Grants Mgmt

Marketing &Communication

Email Marketing

WebsitesCall

Center

ResourceManagement

HR and Staff Mgmt

Volunteer Mgmt

Financial Mgmt

Programs & Participant Management

Referral Tracking

Case Management

Assessments & Outputs

Outcomes Management

Client Intake

Plan of Service

Service Provided

Goals & Objectives

The business of Salesforce

•$1.5 billion revenue run-rate.

•Salesforce Foundation: 1-1-1 Model.

•10 free enterprise licenses.

•Advanced technology.

•Free upgrades.

Flexibility and Accessibility

• Any modern browser

• Mobile devices (iPhone, Blackberry, Android)

• Multiple operating systems

• Major email clients

• Fully Section 508 compliant with

Screen reader accessibility settings

Color-blindness graphic color correction

• Accessible from anywhere with an Internet connection with no software to install or hardware to setup.

Security and Scalability

• Secure (HTTPS, ISO 27001)

• Always available (realtime mirroring to 3 data centers)

• HIPAA compliant

• Industry-leading system up-time and reliability.

• Transparent: trust.salesforce.com.

• Confidential: user security and permissions settings to silo sensitive data.

• Scalable: virtually unlimited concurrent users.

User Interface and Ease of Use

• Consistent user interface.

• Modifiable through clickable user interface.

• NPOs can modify and extend their instance without vendor involvement – drives down ongoing costs.

• Many 3rd party apps adopt standard Salesforce UI for consistent interface – even across different applications.

• Many interfaces are now fully drag-and-drop compatible, including page layouts, reports, and dashboards.

Managing Your Mission

CRM

• First goal: know your constituents.

• Track:

Demographics

Relationships

Activities

Communications

• All staff have access to the same, complete information.

• Information is accessible anywhere, anytime – even on the road or in the field.

• Integrations: Google Apps, Outlook, Lotus

Get rid of the …

paperExcel files

shared drivesany “duplicate of the Truth.”

Communications

• Integrate all your communication methods in one system:

Phone

Email

Mass email

Twitter, SMS

Facebook

Private social networks

• No more guessing who’s been in contact with whom, and what they said

• Integrations: Vertical Response, Constant Contact, Exact Target

Development

• Development can track all fundraising activities, including:

Individual donations

Pledges

Grants

Memberships

Events

• Apps for online donations, event management

• Fully customizable for high-touch, large value constituents

• Integrations: Soapbox Engage, Linvio Payment Connect, Click and Pledge, EventBrite

Program Management

• Track the specific information related to your programs:

K-12 Alumni tracking (KIPP, Beyond 12)

Sustainable business certification (B Lab)

School leader recruitment and development (New Leaders for New Schools)

Sustainably harvested wood certification (Forest Stewardship Council)

High school student mentoring (BUILD)

Grant making management (Give2Asia)

Veteran networking and support (Iraq and Afghanistan Veterans of America)

Special case: Case management• Cloud CRMs are great for multi-program, case

management organizations:

• Get a single, clear, 360° view of each constituent

• Simplified intake and enrollment process

• Track enrollments across various programs

• Referrals to internal programs and external agencies

• Client assessments and service plans

• Outcomes tracking and measurement

Why program management in the cloud?• More time with clients.

• Better information.

• Coordination among multiple touch points.

• Visibility from funding to service to outcomes.

• Easier reporting to funders.

• Sector benchmarking and measurement.

Resource Management

•Volunteers

•Human Resources

•Financial

•Advocacy

App Exchange

• 100s of integrated applications

• Easy installation

• Competitive marketplace means constant innovation and favorable pricing.

• Old apps can be swapped out for a new app with little to no downtime or interruption.

Reporting

• Built-in analytics and reporting engine with:

Real-time reports and dashboards

Drag-and-drop creation and editing

Analytic snapshots for historical and trend reporting

Sharable dashboards through scheduled emails or web publishing.

• Publically accessible and full-featured API for integrations with virtually any Internet-based application

• Business Intelligence tools allow for mash-ups of multiple data sources (e.g. NPO data and a government public data source), for complex outcomes tracking and benchmarking.

How do you know your social impact?

Measurement.

Outcomes and Reporting

• Outcomes measurement is a growing need for nonprofits.

• Outcomes methodologies and metrics are not standardized across the sector.

• As the sector develops outcomes tracking standards, metrics applications can be incorporated into Salesforce and made available to sector participants.

• Examples:

IRIS Standards and PULSE

GIIRS and B Lab

Social

• Portals

Volunteer portals

Grant application portals

Program application portals

Reviewer portals

• Chatter

Other integrated applications

• Financial management

• Contract management

• Online surveys

• Call centers

• Aggregation and Analysis: Create sector- or service-specific outcomes repositories for benchmarking and research.

The future is mobile

• Cloud computing in inherently mobile: available anywhere with a computer and an internet connection.

• Swiping a credit card on an iPhone.

• Mobile phone banking in developing countries.

• Salesforce Touch.

Less time spent on paperwork, means more time face-to-face with clients

Attendance tracking

In-person surveys, canvassing

Case Studies

Submit Assess Approve Award

• 100+ countries• Health care, human rights, economic

development, governance, techonology, environment, and more

• Created on-boarding process for new NPOs• Integrated email marketing

Applicant Portal

• Submit due diligence documents via portal

• Global Giving partners review

• Confirm or rule out eligibility• English/French portal for

Pepsi Refresh Canada

Users can submit candidates to be added to Global Giving’s roster of projects.

1Global Giving staff review the candidates and manage the complicated, multi-step onboarding process in Salesforce.

2Approved projects are added to the Global Giving website and can receive funds from their 141,066 (and growing!) donors.

All grantees and donations managed in Salesforce.

3

RecruitingApplication Selection

Participant Management

Alumnus Management

NLNS serves 12 locations using a Custom Visualforce Application built using the Salesforce Portal.

NLNS currently handles approx.:• 10,000 leads• 1,800 initial

applicants• 800 applicants who

complete the application and evaluation process

• and 100 awardees annually

Since 2000, NLNS has trained more than 440 urban school leaders, serving 200,000 students in twelve cities.

… all while tracking the performance of existing NLNS principals/schools.

Applicants can apply online through NLNS online application portal.

1NLNS reviews the applications and manages the onboarding process within Salesforce.

2NLNS tracks principal and student performance both locally at each city, and nationally.

3Finally, NLNS tracks alumni, and manages relationships within Salesforce.

4

Donations Volunteer hours

Match Verification

Employee Portal60,000 employees

• Find approved NPOs globally• Online donations• Donation matching• Volunteer time

Exponent Partners created Corporate Social Responsibility (CSR) platform. Enables Cisco employees to give back to the community in the form of matching funds from the foundation for both donations as well as volunteering hours.

• 60,000 internal users• > 2,000 nonprofit organizational users

1CISCO Foundation

• Donation matching• Volunteer hour subsidy• Payment management with

donor advised fund

Orgs are validated by Office of Foreign Assets Control (OFAC)

2Nonprofit Portal> 4,000 organizations

• Review and accept donations• Review and confirm volunteer

hours

3

=

1st year: 27% usage rate (16,365 users)

2nd year: $3.1 million in matching gifts

Giving has doubled each year since 2008

$1 million in matching gifts in the first three weeks of 2010

Programs in over 30 countries and supports the work of over 2600 Fellows.

Employs 160 staff in 25 regional offices throughout Africa, the Americas, Asia, Europe, the Middle East, and North Africa.

9 Business ProcessesDeployed in 13 months Venture, Youth Venture, Fellowship, Finance, Global Team Fundraising, and more.

Find social entrepreneurs

Vet Select Support

Venture / Youth Venture

Ashoka searches for social entrepreneurs around the world to become Ashoka Fellows: “The 1 in 10,000,000.”

1Venture

Nominated entrepreneurs are vetted by Ashoka staff and other Ashoka Fellows.

2Selection

After extensive vetting, new Ashoka Fellows are onboarded and become part of the Ashoka community.

3Fellowship

Ashoka staff use Chatter to collaborate on business processes and for internal help desk management.

4

?

MaQuestions?

Exponent Partners800.918.2917

info@exponentpartners.com

“Exponent Partners helped get us out of the business of hosting and managing our IT infrastructure, and into the business of using CRM tools effectively to advance our mission. Their entrepreneurial fiber and deep knowledge of the Salesforce solution were indispensable.”

- Romanus Berg, CIO, Ashoka

Sean SpeerEast Coast Account Manger

sean@exponentpartners.com

Next session

“COA in Heaven:How the Council on

AccreditationMoved to the Cloud”