building great communities webinar with justgiving
TRANSCRIPT
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Building a great customer community Webinar with JustGiving and Salesforce Community Cloud
Niall Murphy Communities Specialist Salesforce.com @nialljpmurphy
Richard Atkins Chief Information Officer JustGiving
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Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if
any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-
looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of
product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of
management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments
and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our
service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of
growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and
any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain,
and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling
non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the
financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form
10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the
Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may
not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently
available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
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Today’s Speakers
Niall Murphy
Communities Specialist Salesforce.com
Richard Atkinson
CIO JustGiving
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Businesses Must Engage a Broad Ecosystem
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But Today’s Technology Falls Short
Branded and open
BUT…
Not personalized or interactive
Connected to business data
BUT…
Not mobile or personalized
Websites
Interactive discussion
BUT…
Not connected to business
processes
Social Communities Portals
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How can your company connect customers, partners and employees
to drive true business results?
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Why Community Cloud? Reimagine customer, partner and employee engagement
Personalized Relevant content recommended to each user.
Connected Drive action right from the community.
Mobile Rich, branded experience from any mobile device.
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Connect with customers, partners and employees in a whole new way
Introducing Salesforce Community Cloud
Salesforce1 Platform Reliability
Security
Scalability
Business Context Business Data - cases,
accounts, contacts…
Workflow
Analytics Branded Templates
Responsive Design
Salesforce1 Lightning
Personalized Topics
Recommendations
Expertise
Reputation
Social Feed-First
Leverage User Content
(Q&A, Ideas)
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Reimagine Customer, Partner & Employee Engagement
Connect
Faster
Connect
Smarter
Connect to
Business
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Drive Business Results From the Community
Access, update and create Salesforce records
and objects
Support any workflow
Marketing Fund Requests
Lead Distribution
Access to Experts
Onboarding, Certification and Training
Shared Reports & Dashboards
Business Integration
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Put Files In the Context Of Business
Make SharePoint files mobile and social with
Salesforce Files Connect
Manage official content in Libraries
Sync files across any device using Files Sync
Files
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Customize The Community To Fit Any Brand
Build an interactive extension of the core brand
Customize every aspect of the community
using Visualforce
Make the site accessible with custom domains
Customization/ Branding
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Create A Community Quickly With Pre-Built Templates
Choose a template specific to each use case
Customize any template with a point and a
click using the Lighting Community Builder
Mobile-first design makes templates
accessible on any device
Templates
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Community Insights
Analyze community usage with pre-built
reports and dashboards
Moderate discussions and files
Easily create and manage topics
Manager Console
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Access the Community Anywhere, From Any Device
Connect employees to the community with
Salesforce1 App
Build mobile communities with the Salesforce
Mobile SDK
Templates are fully device-responsive
Mobile
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Richard Atkinson CIO, JustGiving
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World’s largest fundraising
platform
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22 million users
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$3.3 billion raised
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$1.6 million a day in 2014
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No good cause should go
unfunded
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Connecting people who care with
good causes
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Globally trusted social giving
platform
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GiveGraph
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How?
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How- donation processing
We invest in donation performance such that for each £1
processed on the biggest free platform, JG passes on 36p
more to the charity
Quadruple digit growth in charities outside UK
Low engagement
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The old sign-up process was manual and
lengthy and took up to 28 days
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Charity Self Signup Salesforce Communities
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How- matching
Turn supporters into advocates. For each supporter
introduced to JG, we find another supporter.
On average, each fundraising page is published 3,000
times in Facebook feeds
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JustGiving Insights Know your Impact
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How - GiveGraph Power
Create movements of support for good causes.
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Highlights so far
- Sign up process improvements 90% of sign ups used to be within 28 days
90% of sign ups now in handful of days
- Global sign up and engagement
- Comms click-throughs up three fold
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JustGiving Campaigns
Allowing charities to engage with the GiveGraph
Coming soon…
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Approach & Issues
Account/Contact records
• Keep or bin?
• Segmentation model
Synchronise with Production Environment
• Bulk API performance
• Outlier datasets
• Logging
Comms
• Small bugs look huge
• Data quality
Sign Up Process
• SSL certificate authorities
• Federated user authentication
• Unhappy paths
Performance data
• Separation of concerns
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What does it all add up to…
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Reach more
Inspire more
Raise more
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Richard Atkinson @ClickRich
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Have you been to the the Salesforce Success Community?
Access from help and training in any Salesforce instance.
http://success.salesforce.com :
• Best practice example of a large
scale community
• Navigate to the communities Implementation group or the
communities product group which have lots of great resources and
Q&A and Further Information http://success.salesforce.com :
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Want to find out more?
• If you are already a Salesforce customer, then please speak
to your AE with any queries or to follow up
• Webinar recording and slides to follow next week by email
• View previous webinar recordings and sign up for upcoming
sessions: http://www.salesforce.com/uk/events/webinars/
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Thank you