herug 2009 crm presentationdigital+assets/herug/... · 2012-07-30 · advance on mainframe and web...
TRANSCRIPT
Duke UniversityDuke University
SAP CRM and Support for SAP CRM and Support for Fundraising and Fundraising and
Alumni/DevelopmentAlumni/DevelopmentAlumni/DevelopmentAlumni/Development
Duke University BackgroundDuke University BackgroundPrivate University located Private University located in Durham, NCin Durham, NC
13,000 students: 50% 13,000 students: 50% undergrad, 50% grad and undergrad, 50% grad and professionalprofessional
Nine schoolsNine schools
6/9/096/9/09 22
Nine schoolsNine schools
Affiliated Health System Affiliated Health System including three hospitalsincluding three hospitals
Total revenue Total revenue -- $3.8 $3.8 billion (FY08)billion (FY08)
32,000 employees32,000 employees
Endowment Endowment -- $6.1 billion $6.1 billion (FY08)(FY08)
Duke SAP BackgroundDuke SAP Background
Live with SAP since Live with SAP since 1999 1999 –– supports supports University & Health University & Health SystemSystem
Financials Financials –– FI, CO, FI, CO,
6/9/096/9/09 33
Financials Financials –– FI, CO, FI, CO, FM, PS, AM, IM, BPSFM, PS, AM, IM, BPS
HR/Payroll HR/Payroll –– PA, PD, PA, PD, Payroll, MSS, ESSPayroll, MSS, ESS
Procurement Procurement –– MMMM
Other Other –– BW, Portal, BW, Portal, WorkflowWorkflow
Duke University AdvancementDuke University Advancement
Duke raised $385 million in gifts in FY2008Duke raised $385 million in gifts in FY2008
102,000 donors in FY2008 including 102,000 donors in FY2008 including 41,000 alumni41,000 alumni
128,000 active and addressable alumni128,000 active and addressable alumni
6/9/096/9/09 44
128,000 active and addressable alumni128,000 active and addressable alumni
550,000 constituents550,000 constituents
Duke employs over 310 people directly Duke employs over 310 people directly involved in fund raising involved in fund raising
University Funding Raising in the U.S.University Funding Raising in the U.S.
U.S. colleges & universities raised $31.6 billion U.S. colleges & universities raised $31.6 billion in fiscal 2008; 6.2% increase over 2007in fiscal 2008; 6.2% increase over 2007
Top U.S. UniversitiesTop U.S. Universities1. Stanford 1. Stanford -- $785 million$785 million
2. Harvard 2. Harvard -- $650 million$650 million
6/9/096/9/09 55
2. Harvard 2. Harvard -- $650 million$650 million
3. Columbia 3. Columbia -- $495 million$495 million
4. Yale 4. Yale -- $486 million$486 million
5. Univ. of Pennsylvania 5. Univ. of Pennsylvania -- $475 million$475 million
7. Johns Hopkins U. 7. Johns Hopkins U. -- $448 million$448 million
13. Duke University 13. Duke University -- $385 million$385 million
16. MIT 16. MIT -- $311 million$311 million
Current Duke Systems Support Current Duke Systems Support for Advancementfor Advancement
Duke runs BSR AdvanceDuke runs BSR Advance
–– Niche software offering aimed at Advancement Niche software offering aimed at Advancement marketmarket
–– Most used product in large U.S. universitiesMost used product in large U.S. universities
–– Duke is running old version of Advance on mainframeDuke is running old version of Advance on mainframe
6/9/096/9/09 66
–– Duke is running old version of Advance on mainframeDuke is running old version of Advance on mainframe
Duke has built several custom addDuke has built several custom add--ons to ons to Advance on mainframe and webAdvance on mainframe and web
–– Graphical UIGraphical UI
–– User facing reporting toolUser facing reporting tool
–– Prospect management moduleProspect management module
How Did We End Up with SAP?How Did We End Up with SAP?
Duke has planned to replace Advance for Duke has planned to replace Advance for several yearsseveral years
We looked seriously at newest BSR We looked seriously at newest BSR release but had a number of concernsrelease but had a number of concerns
6/9/096/9/09 77
release but had a number of concernsrelease but had a number of concerns
SAP CRM discussions with Purdue SAP CRM discussions with Purdue University & University of KentuckyUniversity & University of Kentucky
Duke decided to “go it alone” with SAPDuke decided to “go it alone” with SAP
Functional ScopeFunctional Scope
Constituent Constituent ManagementManagement
Pledge ProcessingPledge Processing
Gift ProcessingGift Processing
Campaign Campaign ManagementManagement
Membership Membership ManagementManagement
6/9/096/9/09 88
Gift ProcessingGift Processing
Planned GivingPlanned Giving
Challenge Gift/PledgeChallenge Gift/Pledge
Prospect ManagementProspect Management
ManagementManagement
Volunteer TrackingVolunteer Tracking
Event TrackingEvent Tracking
RecognitionRecognition
Duke SAP CRM SolutionDuke SAP CRM Solution
Starts with base CRM productStarts with base CRM product
SAP CDP group has developed custom SAP CDP group has developed custom addadd--ons based on input from Dukeons based on input from Duke
CRM + CDP addCRM + CDP add--ons form the core of ons form the core of
6/9/096/9/09 99
CRM + CDP addCRM + CDP add--ons form the core of ons form the core of SAP’s Advancement offeringSAP’s Advancement offering
Further DukeFurther Duke--specific enhancements specific enhancements during Duke’s CRM/Advancement during Duke’s CRM/Advancement implementation projectimplementation project
SAP Custom DevelopmentSAP Custom Development
Expanded Relationship ManagementExpanded Relationship Management
Expanded attributes on Business PartnerExpanded attributes on Business Partner
–– Degree informationDegree information SalutationsSalutations
–– Seasonal addressesSeasonal addresses RatingsRatings
–– Custom SearchCustom Search Business AffiliationsBusiness Affiliations
6/9/096/9/09 1010
–– Custom SearchCustom Search Business AffiliationsBusiness Affiliations
Alert/Comment ManagementAlert/Comment Management
Prospect ManagementProspect Management
Planned GivingPlanned Giving
Recognition Recognition –– Soft CreditsSoft Credits
Crosswalk of CRM to Functional Crosswalk of CRM to Functional ScopeScope
FunctionFunction CRM CapabilityCRM Capability
Constituent ManagementConstituent Management Business PartnerBusiness Partner
Pledge ProcessingPledge Processing Sales Contracts/PricingSales Contracts/Pricing
Gift ProcessingGift Processing Sales Orders/PricingSales Orders/Pricing
Planned GivingPlanned Giving Sales Orders/PricingSales Orders/Pricing
Challenge Pledge/GiftChallenge Pledge/Gift Sales Contracts/PricingSales Contracts/Pricing
6/9/096/9/09 1111
Challenge Pledge/GiftChallenge Pledge/Gift Sales Contracts/PricingSales Contracts/Pricing
Prospect ManagementProspect Management Opportunity ManagementOpportunity Management
Campaign ManagementCampaign Management Campaign ManagementCampaign Management
Membership ManagementMembership Management Business Partner/Campaign Business Partner/Campaign ManagementManagement
Volunteer TrackingVolunteer Tracking Activities (Sales)Activities (Sales)
Event TrackingEvent Tracking Activities (Sales)Activities (Sales)
RecognitionRecognition CDP CDP –– Custom DevelopmentCustom Development
Project Status at HERUG 2008Project Status at HERUG 2008
Contract Signed Contract Signed –– June 2007June 2007
Project KickProject Kick--off off –– August 2007August 2007
Functional Design ProcessFunctional Design Process–– Meetings with over 50 Duke functional resources Meetings with over 50 Duke functional resources
involved with Advancementinvolved with Advancement
6/9/096/9/09 1212
involved with Advancementinvolved with Advancement
–– 200+ page Functional Specification document200+ page Functional Specification document
–– Multiple review sessions of Functional Spec Multiple review sessions of Functional Spec documentdocument
Functional Specification Completed Functional Specification Completed –– November November 20072007
Design Completed Design Completed –– February 2008February 2008
What’s Happened Since HERUG 2008What’s Happened Since HERUG 2008
TaskTask DateDate
SAP completed custom CRM SAP completed custom CRM development workdevelopment work
October 2008October 2008
Duke completed acceptance Duke completed acceptance January 2009January 2009
6/9/096/9/09 1313
Duke completed acceptance Duke completed acceptance testing of SAP CDP softwaretesting of SAP CDP software
January 2009January 2009
Duke kicked off implementation Duke kicked off implementation projectproject
February 2009February 2009
Duke completed blueprint phaseDuke completed blueprint phase May 2009May 2009
Duke started realization phaseDuke started realization phase June 2009June 2009
What Happens Next?What Happens Next?
Realization Phase Realization Phase ––
–– ConfigurationConfiguration
–– Additional Additional enhancementsenhancements
–– Web UI adjustmentsWeb UI adjustments
Go Live PrepGo Live Prep
–– Integration TestingIntegration Testing
–– Stress TestingStress Testing
–– End User UI TestingEnd User UI Testing
6/9/096/9/09 1414
–– Web UI adjustmentsWeb UI adjustments
–– ConversionsConversions
–– InterfacesInterfaces
–– Report developmentReport development
–– DocumentationDocumentation
–– Unit testingUnit testing
–– Training Material Training Material DevelopmentDevelopment
–– End User TrainingEnd User Training
–– GO LIVEGO LIVE
Implementation Project ChallengesImplementation Project Challenges
Focus of fund raising community given Focus of fund raising community given challenging giving environmentchallenging giving environment
ReportingReporting–– 775 legacy reports/extracts reduced to 400+ required 775 legacy reports/extracts reduced to 400+ required
from SAPfrom SAP
–– 56 departmental shadow systems for fund raising56 departmental shadow systems for fund raising
6/9/096/9/09 1515
–– 56 departmental shadow systems for fund raising56 departmental shadow systems for fund raising
ConversionsConversions–– Data problems in legacy systemData problems in legacy system
Prospect ManagementProspect Management–– Functional definitionFunctional definition
–– Continued development on legacy systemContinued development on legacy system
Enhanced CRM to FI IntegrationEnhanced CRM to FI Integration
6/9/096/9/09 1616
Basic Constituent DataBasic Constituent Data
6/9/096/9/09 1717
Basic Gift DataBasic Gift Data
6/9/096/9/09 1818
QUESTIONS?QUESTIONS?
6/9/096/9/09 1919
QUESTIONS?QUESTIONS?