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Microsoft Dynamics CRM for Nonprofits: Customized and Affordable Donor/Pledge/Member/Event and Case Management for Nonprofits!Sarah Barnhart and Nikhil Hasija, MicrosoftShawn Michael, NPower Oregon/TACSLinda Widdop, NPower Pennsylvania

Session Objectives• Provide a technical overview of the solution

• Share examples from pilot projects

• Tell you how to get it, how to learn more, and how you can help the solution continue to evolve

Today’s Agenda• Why CRM for nonprofits?– Sarah Barnhart, Microsoft Community Affairs

• A View from Inside - Microsoft Dynamics CRM for NGO Solution – Nikhil Hasija, Sr. Technical Product Manager, Microsoft

• A View from Real Users - Shawn Michael, NPower Oregon Director, Senior Technology Associate, TACS; Linda Widdop, NPower Pennsylvania

• How to get it and where to go to learn more - Sarah Barnhart, Microsoft Community Affairs

PROJECT BACKGROUND & OBJECTIVES

Our Mission: Microsoft Community Affairs

To enable people and organizations

in underserved communities to realize their potential

through the power of technology.

Community Affairs Programs

Microsoft has four main programs to deliver on our mission to help people and organizations around the world:

Execution and evaluation of our programs is enabled through technology

Community Technology Skills Program

Employee Engagement

Strengthening NGOs through IT

Local Community Support

Strengthening NGOs Through IT

Transform through Innovative Technology

Optimize Service Delivery

Access Stable & Secure Technology

S+S: Innovative S+S Showcases - Azure Platform, Dynamics CRM Online, SharePointCapacity: Thematic NGO Connection Days MS CIO Summits

S+S: Software Donations, Dynamics CRM for NGOsMicrosoft Online & Live Services Awards and CompetitionsCapacity: CIO NGO Connection Days Engage IT Pros, MVP, Developers MS IT Volunteer Engagement

S+S: Software Donations Microsoft Online & Live ServicesMS product info, demos, and marketing for NGOsNetworking: NGO Connection communities

SOLUTION OVERVIEW

Solution for Nonprofits Consists of:

Data Entites, Forms, Views

Workflow Workflow configurations

BI Business intelligence (e.g. custom reports)

Source Code Source code (Amazon Payment integration)

Documentation Installation, operation and extending the solution

Solution Architecture

Extensibility• Declarative customizations (no code, just point and click)

• Accelerators for Microsoft Dynamics CRM (available free of charge)– Event Management Accelerator– E-Service Accelerator– Portal Integration Accelerator– Extended Sales Forecasting

• Windows Azure for complex scenarios requiring .NET code

Key Components • Solution pack with functionality for:

– Donation and pledge management– Member and constituent management– Campaign management– Case management– Event management

• Tailored dashboards and reports– Available within Outlook and off-line

• Payment solution for collecting online donations

Online Donations• Integration with Payment Solutions/Gateways for collecting online donations– Integrated signup for Amazon Payment Services– Additional payment gateways will be added in the future

• Payment solution comes with complete source code– Can be customized to fit needs and environments– Integrates with Microsoft Dynamics CRM Online for Nonprofits

Demo – CRM Online Solution

Integration with Outlook

Outlook Tip: You can go “offline”, simply by clicking the “Go Offline” button. You can continue to work without an internet connection, and your data will be synchronized when you get connected again!

There is seamless integration with Outlook 2007 – users only need to have one interface to learn and interact with!

Member & Constituent Management

Terminology Tip: - A Member may be an organization or a household - A Constituent is an individual

Track related – - Multiple Addresses - Activities - phone calls, emails, letters, service activities, appointments, etc. - Relationships – employee/employer, board member of, family - Pledges and donations - Cases - Orders, Invoices - Contracts….and more

Donation ManagementDonations may be related to a Constituent, Member, Pledge, Program and/or a Campaign.

Workflow suggestion: When a donation is recorded, you may choose to run a “workflow” that automatically sends the donor a “thank-you” email with data from the record, and notifies appropriate staff of the transaction based on the amount.

Pledge ManagementPledges are promises of donations and may be set up to receive multiple payments over time.

Workflow suggestion: When a pledge is recorded, you may choose to run a “workflow” that automatically creates a task assigned to a specific staff member to send a special thank you/reminder depending upon the pledged amount.

Membership ManagementMemberships can be linked with a Constituent, a Member (organization or household), or both. These records have a begin and an end date, and may have associated benefits, donations and other activities.

Benefit Tip: When a membership is recorded, you may choose to assign a default benefit such as “member promotion on web site” either by using an automated or on-demand workflow. These are often benefits that are not acknowledged but require resources to fulfill.

Benefits ManagementBenefits can include inventoried items such as cups or t-shirts, or they may be services or subscriptions that a member can access. You can track what benefits have been “fulfilled”, what the costs are.

Activities Tip: Be sure to record conversations or emails with the constituent, especially the positive comments that may be useful in communications with funders or future members. Copy your communications coordinator so they can link back to the specific situation.

Campaign ManagementCampaigns are a collection of planning and communication efforts and may represent a fund drive, an event or a simply a direct mail solicitation. Track responses to campaign efforts – RSVP’s to events, donations prompted by a solicitation email, etc. to know what is working and what is not…

Campaign Management Tip: Create a “campaign template” with pre-defined planning tasks and activities that you can use over and over again to save time.

Event ManagementThe Event Management capabilities within Dynamics CRM are extensive – track responses to invitations, attendees, sessions, sponsors, speakers, vendors, team members (staff, contracted help, and volunteers), donations associated with the event, and so much more.

Event Management Tip: Track all of your costs for an event including costs for printed materials, speakers, and other activities as they are planned to be able to determine your return on investment for each event.

Contract & Services ManagementService Management can take the form of Service Activities, Cases, Contracts or Orders for products and/or services. The flexibility of the service management components provide a way to capture your services, associated notes and documents, and the resources required to provide them - staff, facilities, equipment, and products.

Contract & Service Management Tip: All of the appointments, tasks, emails and other activities can be integrated with Outlook 2007 – so you only have one calendar to look at!

And more…• Role based security provides administrators to manage access in a granular or high-level manner depending on your business model and data security requirements.•Communicate with staff using “announcements” that are displayed in the user’s default work place.• Users can manage their work “queues” – assigned and in progress• Easily create “views” and reports that provide users and managers the information they need.•Capture inquiries on your web site, and integrate in other ways• Manage the schedules of staff based upon their work hours and availability• Track Facilities and Equipment, and their related service and maintenance• Create a library of Knowledge Base articles for your staff, volunteers, board and other users• Create Word or email templates to merge your data into and save time

And more…

PILOT OVERVIEWShawn Michael, NPower Oregon/TACSLinda Widdop, NPower Pennsylvania

Oregon Pilots – What they do…• Kinship House – Providing essential child welfare and mental health services to children and families during all stages of foster care and adoption

• Girls Inc of Northwest Oregon – Inspires girls…to be strong, smart, and bold…

• CCS – Rainbow Family Services Program – Services include community support, support for children and youth with serious emotional and behavioral issues, family therapy, independent living support for youth aging out of the foster care system and treatment foster care

Who – Why Dynamics CRM?• Legacy Systems – Antiquated, abandoned and fragmented data systems

including older FM Pro databases, Excel spreadsheets and mental lists of staff

• Key Problems to Solve – Could not run reports reliably or accurately, fragmented data systems because staff needed easy access to the data they needed, could not effectively manage relationships, no ability to extend systems to capture new types of data, could not access data remotely, or at all in some cases because it was housed on an older workstation.

• Key Benefits – Integrated and centralized data, flexible and reliable reporting, remote and networked access to data, flexible data structure, work flows automated to increase productivity and ensure effective management of relationships

The Arc/PDDC• Using custom Access, Excel and DB II applications to track membership

• Need to roll up reports to Arc National• Organizational goal to gain 360 view of membership and donors

• Existing network infrastructure ready to accept CRM Dynamics server

• Installed basic NGO Accelerator, configured donor, member and event management per client requirements

How – Design & Planning Phase• Identify team – Client & NPower team members• Determine roles of each team member - Decision-makers, subject matter experts, project manager, etc.

• Review current data systems, including…– Review current work flows and discuss desired improvements– Review current reporting and discuss desired improvements– Determine what level of data migration is necessary

• Document functionality requirements and intended solution approach

• Determine training approach – train the trainer, direct user training – pre-recorded, on-site, etc.

How - Deployment• Initialize instance of CRM• If applicable, apply customizations provided in Non-Profit Solution• Configure instance according to Design & Planning documentation

– Labels, forms, additional/revised data fields, additional/revised reports, etc.

• Import/Enter Sample Data• Review functionality and data placement/translation with client

deployment team• Revise configuration and import maps as necessary• Document instance with customizations and configuration

specifications for administrator use and for user documentation• Implement Training Approach

Early Experiences - Strengths• Integration with Outlook – from a user’s perspective,

this is HUGE!• Flexibility – ability to configure the application will allow

us to meet a multitude of needs – donor management, grant management, client/case management

• Online or On-Premise options – clients can choose the option that best meets their needs and that they are most comfortable with

• Offline functionality – roaming staff are often without internet connectivity. This option allows staff to gather data while it is fresh in their mind, and improves productivity by allowing staff to work remotely

Early Experiences - Challenges• Revisions of existing reports and design of new of nonprofit-centric reports will continue to be needed

• Translation of nonprofit terminology and work flows from corporate terminology and work flows

• Additional payment gateway integrations will be needed

• Integrations with fiscal systems will be needed

How to get involved• Get the Dynamics CRM and the Nonprofit Solution

– Dynamics CRM Online for Nonprofits: http://crm.dynamics.com/ngo

– Need On Premise? Need more than CRM? Check out TechSoup!• Get Expertise

– NPower– Microsoft Partner Network

• Get Involved– Dynamics Community: http://community.dynamics.com– CRM community page on TechSoup.org:

http://forums.techsoup.org/cs/forums/p/30194/106731.aspx#106731

– Npower: www.npower.org

CUSTOMIZATION DEMONikhil Hasija, Microsoft

Enter to win a NetbookWanna win? You have 2 chances.1. In Person:Drop off your ticket or a business card to the session presenter to be entered

Winner will be announced at the Microsoft Reception on Friday. (Must be present to win.)

2. Online:Follow @ngoconnection on twitter to be automatically entered.

We’ll tweet the winner on Saturday.

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