an admin's role in transforming a charity for success

An Admin's Role in Transforming a Charity for Success

Chris [email protected]@ClarasysLtd

Optimizing Lead to Cash

• Founded in 2011, Clarasys are specialists in ‘Lead to Cash’

• Joined Clarasys in 2015• Certified Salesforce

Administrator and Platform App Builder

Chris McIvorConsultant, Clarasys

Challenges Facing the Charity Sector

• Reduction in centralised funding• Stronger relationships required• Need to be more efficient• Digital

And how you as an Admin can help…

Introducing Citizenship Foundation

Utilising Salesforce to improve efficiencies

Project activities• Pain point definition• Analyse issues• Prioritise solutions

Inspiring young people to contribute to society as equal members of it

Key Pain Points

Lack of Process

Monitoring

Unclear Definition of Salesforce

Responsibilities

Inconsistent User Needs

Poor Data Quality

Improvements aligned to Lead to Cash

Process

Systems

Teams

Data

Lead Opportunity Quote Fulfil Invoice Collection

s

Customer Service

Salesforce

Data

MarketingSales

Deliver and Operations



sProcess

Systems

Teams

Data

Customer Service

Salesforce

Data

MarketingSales


Poor Data Quality

• Determined required fields• Use page layouts, record types and

profiles• Group data consistently

Quick Tip

Lack of Process Monitoring

• Custom fields tracked important sales data• Dashboard used to display breakdown of pipeline

Quick Tip


• Formula field show project participation• Related list on accounts displays project

detailsQuick Tips

Defining Salesforce Responsibilities

• Help understand and prioritise requirements from across the charity• Determine how to best implement requirements taking into account a holistic perspective

• Identify areas of improvement across the charities use of Salesforce

Key Admin Responsibilitie

s

SMEs

Users

Administrators

Requestors Admin

SME

SME

SME


Process

Systems

Teams

Data


s

Customer Service

Salesforce

Data

MarketingSales


Data Quality Process Monitoring User Needs Salesforce Responsibilities

SOLVED

SOLVED

SOLVED

SOLVED

Providing Ongoing Support

Customer Success Manager• 1 pro-bono day a month• Supporting the administrator• Assisting with upskilling and training• Investigating and fulfilling requests

"Our pro-bono work is something we are very proud of as a company. To work closely with charities and to see instant results for a host of great causes is very rewarding for all."

thank y u

Appendix

Poor Data QualityIssue What We Did Outcome and

Benefits

Unclear data strategy

Misuse of key data Determined individual data needs

Relevant data now displayed

Existing data unreliable

Users unable to trust data to make decisions

Unreliable data amended

Accurate data improved customer relationships

Limited quality control of new data

Continued creation of unreliable data

Controlling data quality at the point of creation Improved data quality

Issue What We Did Outcome and Benefits

Undefined lead to cash process

Sales process undefined

Gained consensus on a sales process

Organization wide sales process

Low visibility of pipeline

Lack of pipeline visibility

Configured leads and opportunities to track all

revenueFull visibility of the

pipeline

Difficulties taking advantage of existing customers

Difficulty cross-selling, upselling and retention

Created custom fields to track relevant information

Ability to cross-sell, upsell and retain customers more

effectively

Lack of Process Monitoring



Inconsistent requirements from project teams

Project teams required different

data

Custom object with record types and page

layouts Project teams can view all project information

No fulfilment tracking

No one place to track project

fulfillment

Defined individual project fulfillment

processesConfigured related

custom objects to track fulfillment

Ability to track project fulfillment

Lack of project visibility

No visibility of existing customer

projects and participants

Project object linked to accounts

Project participation visible for all customers

Defining Salesforce Responsibilities


No defined user groups and associated SMEs

Salesforce requirements were

not well defined

Determined key Salesforce user in

each team responsible for requests

Improved quality of requirements for

enhancements and changes

Salesforce responsibilities decentralised

Salesforce administration responsibilities decentralised

Supported a central administrator role

responsible for Salesforce

Better quality and control of organisation

wide changes



Key Admin Responsibilitie

s

Poor Data QualityIssue Impact What We Did Outcome and Benefits

Unclear Data Strategy

Unclear what data is useful and relevant resulting in excess fields being created and page layout becoming large and unusable

Determined which individual fields were required by different users to best support their role. From this created relevant record types, fields and page layouts to control the information displayed to users

Data displayed to the user is now relevant, concise and easy to report on, increasing Salesforce uptake and ease of use

Existing Data Unreliable

Previous bulk imports of unreliable data meant user could not rely on the information being shown to be accurate

Highlighted unreliable data points and used data loader to replace unreliable data with correct data

Improved customer relationships as it is easier to manage customers with accurate information

Limited Quality Control of New Data

Multiple sources of data entering Salesforce without filter continuing the creation of unreliable data

Determined what data is critical and set up validation rules and mandatory fields to protect it. Trained staff on the importance of entering quality data

Increase in the quality of data being entered creating more useable information

Lead to Cash OptimizationIssue Impact What We Did Outcome and Benefits

Undefined lead to cash process

Organization wide sales process not defined resulting in a lack of alignment in how revenue is generated

Gained consensus with all the separate project and bid teams on an organization wide sales process

A single clear sales process that is applicable to all income streams and present and future

Low visibility of pipeline

Separate income sources tracked in different ways resulting in a lack of visibility of the charities pipeline

Used standard Salesforce functionality of leads and opportunities to track and distinguish between all income sources

Full visibility of the charities income sources allowing users to track progress and trends

Difficulties taking advantage of cross-selling, upselling and retention

The lack of pipeline visibility and data definitions prevented the maximum utilization of current customer to cross-sell, upsell and retain

Agreed on what information the charity wanted to track to be able to cross-sell, upsell and retain customers and created custom fields to do this

The charity is now able to see the details of what present and past customers participated in allowing them to sell similar products to them

Inconsistent User NeedsIssue Impact What We Did Outcome and Benefits

Inconsistent requirements from project teams

The charity included a variety of project teams who all wanted different information tracked resulting in a confused account layout (Where the data was being stored)

Defined the individual project requirements and built a custom object to track project data. Used page layouts, record types and profiles to distinguish data from different projects

Individual project teams able to view information on their projects within SalesforceAbility to view which accounts have participated in projects allowing smarter marketing and sales

No fulfilment tracking

Tracking of project fulfillment don’t through a variety of methods resulting in the inability to track their progress in one place

Defined the fulfillment process with each project team and created related objects to the project object to track the year on year progress

Ability to track project fulfillment through the project and related objects along with reports and dashboardsAble to automate some manual processes through standard automation

Lack of Project Visibility Against Customers

Difficult to determine which customers are taking part in which specific projects reducing sales opportunities

Linked the project object to account and created a formula field and related list to display project participation

Users easily able to see which customers participate in projects improving customer care and sales opportunities

Defining Salesforce ResponsibilitiesIssue Impact What We Did Outcome and Benefits

Limited identified project SME’s

SMEs not defined resulting in requirements being confused and inconsistent

Defined project and bid SMEs throughout the organization and their role in requesting Salesforce changes

Clearer role definitions means better filtering and definition of project specific requirements for the admin

Salesforce responsibilities decentralised

Salesforce administration responsibilities decentralized resulting in misaligned changes made to the environment

Advised on using a centralized admin who is responsible for filtering and understanding requests from the charity. We helped to define the role of the admin in relation to understanding SME requirements

Changes made in Sales force done with a holistic view of the organization preventing many data quality issues previously experiences



Key Admin Responsibiliti

es

an admin's role in transforming a charity for success

Technology