using the cloud for social impact. mission-based social enterprise founded in 2003 hq in sf with dc...
Post on 19-Dec-2015
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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
Mass email
Twitter, SMS
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
“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
Next session
“COA in Heaven:How the Council on
AccreditationMoved to the Cloud”