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Top 10 Tips for a successful Salesforce journey

 

So you’ve heard a bit about Salesforce – sounds good, plus the added benefit of Salesforce.org providing 10 free licenses (assuming you meet their criteria).  It could also be the case that you’ve been told by other charities/ non-profits that it works well for them.  

Working with charities implementing Salesforce over several years I have noticed some key factors that make for a successful Salesforce implementations so I thought I’d share them with you.  Salesforce is a hugely powerful, flexible and wide-reaching platform so it’s important to make the most of it.

   

1. Agree the benefits of the investment to your organisation

How will it benefit you? It’s not enough to say “I think we need a CRM”.  This is going to cost you money and time (the second being of immense importance in any organisation, non-profit or not).  It’s important to consider why you need Salesforce and how will it benefit your organisation.  Keep them to just a few simple, key benefits.  Start with those, you can always add more after the first phase.

2. Set clear Goals

Bit of a cliché, but try and make them SMART Benefits/Objectives so when you review them post implementation you know when you have achieved them e.g. reduce time spent on monthly reporting from one day to ten minutes!

3. Ensure you have Senior Level Buy-in

Do you all agree about these benefits and the value to your organisation of a CRM? Even when you do establish these, get buy-in from everyone that they agree with these benefits.  Even a couple of people who don’t agree could scupper the success of your project – you’d be surprised about how attached people get to their excel  spreadsheets!

See Point 1 in this article When not to implement Salesforce

“You need strong executive-level buy-in.  The leaders have to understand and sanction the project.  They have to understand the investment, why they’re doing it, and what are the outcomes.

4. Develop a good understanding of how your organisation works

Do you know your processes?  Are you looking to Salesforce to give you some? If so then look elsewhere! Salesforce can help you automate some of them but you need to understand how you work (or want to be working) as an organisation before you start explaining them to an external personal/ organisation who will help you map these in Salesforce.  Or ask your partner to help you map these out.

5. Be open to change

Organisations with successful Salesforce projects are not stuck to existing methods and processes but are open to ideas and and use it as an opportunity to change and improve their process e.g. using tasks or opportunities.  They don’t want to simply transfer their spreadsheet into Salesforce.


 

6. Allocate a budget

Have you assigned a budget yet?  While the kind people at Salesforce will donate 10 licenses assuming you meet their criteria, you will probably need to work with a consultant to get you up and running and possibly need support post go live (if you want to do it yourself you can as there is a huge amount of free resources but it will take you time and you’ll need  someone within your organisation who has the time and the willingness/ skills to take this on).

7. Allocate time

Have you assigned a Project Manager and a project team? This may seem like a bit of a grand title but really, it’s someone who will be the go-to person for your assigned partner/consultant.  Successful organisations recognise that the person will need time to Project Manage and tell the consultancy you work with how much time they have as this could affect how long the project takes.  They will need to be involved in testing and key decisions so it’s important to give them time to do that.  The Executive Sponsor / senior level buy also gives them someone they can go to for help, advice and guidance.

Point 1 sums it up nicely here Big Mistakes Implementing Salesforce

8. Realise the value of the role of System Administrator

Have you considered who in your organisation will be your System Administrator? What does that mean you ask? Well, effectively it’s a single ‘owner’ of your Salesforce CRM who does the following types of things: Trains new users; makes any major changes – or approves them; keeps up to date with enhancements from new releases. 

In an ideal world,  your Project Manager ultimately becomes your System Administrator as he or she will have the knowledge of what was decided and why in your use of Salesforce and has the most experience.  Most consultancies will try to ensure this person gleans as much as they can from their team so you can keep your ongoing costs down.

Here is a great document describing the New Salesforce Administrator Learning Journey.

9. Be forward thinking

Succesful implementations of Salesforce have included longer-term thinkink; Consider the bigger picture and prioritise e.g. take into account legislation changes coming up which may affect the way you store your data.

10. Set realistic plans

If there is a long list of features and functionality required, is it all essential for the first phase of your Salesforce implementation or is some more important than others?  Some people find change easier than others so if you can try not to overwhelm them and break it down into achievable phases, your project is more likely to be a successful one.

 

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Remember the Salesforce community is a huge one, 28,000 organisations worldwide using the Nonprofit Success Pack (NPSP) and growing every day.  Its highly likely that they will have faced challenges such as yours so get talking in the Power of us hub  and Salesforce Success Community and benefit from their experience, for free!.

 

Julia Whitehead is Head of Marketing at Giveclarity.org and UK Salesforce Non Profit User Group Leader | Salesforce certified | 

 

How to add multiple accounts to campaign in Salesforce?

 

I have been asked recently - “How you can add multiple accounts to one campaign and how can you track the campaigns associated with the accounts”.


Well, that’s an interesting question. It sounds like something basic that should be easy to achieve, but it turns out that it requires a significant effort in order to make it work as expected.


Some organisations, many of them not for profit, target Households, Organisations and Companies without collecting Contact data. For them, using standard Campaign functionality, becomes troublesome and requires some fancy footwork.


So, as this functionality is not available by default, I have recently been looking at the Campaign Companies app from Appexchange. The app comes with a 30-day trial so I had enough time to play with it and see it in action. What’s especially important for non profits, is the fact that it comes with 10 free licenses for non profit organisations (note: mission driven only, no higher-ed or government orgs).


First things first, the app provides much more functionality than just associating Accounts with Campaigns. It comes with handy home page modules and greatly improves the process of managing Campaigns and Campaign Members.


While it is not possible to add Accounts to Campaign Members object, the app provides a ‘junction object’ between Campaign and Account that makes it really easy to track the relationship between those two objects and run campaigns targeting Accounts, instead of Contacts or Leads only.


Let’s have a look at the supported objects:


Home Page
The app comes with useful home page modules for Accounts, Contacts, Leads, Opportunities, and Campaigns. The modules allow you to search, view and manage records directly from the home page. I have heard about people who use this app only because they love the home page modules.

scr1.png

 

Campaign

There are some fields and buttons that launch custom wizards to manage campaign members. These buttons are optional depending on how your company uses campaigns.

Custom fields:

  • “Enable Campaign Companies”  - Campaign Companies works only for “enabled” Campaigns. This field can be populated manually or automatically with a workflow rule. The Campaign must also be “active”. 
  • “Update CC Records” - Runs a batch job that will add a Campaign Company record for any contact on the campaign whose company isn't already listed as a Campaign Company. 
  • “Delete CC Records” - Runs a batch job that will delete all Campaign Company records for that campaign. 

 

Both fields can be triggered for the campaign being viewed or for all campaigns.

 

There is one very interesting field on the Campaign object: “Protected”.  This checkbox will lock a campaign and prevent it from being deleted. 

 

Custom buttons:

  • Edit/Add Members - quickly add leads and contacts to a campaign and modify or remove existing members on a campaign.
  • Quick Add Members - quickly add 10 leads and 10 contacts to a campaign and set each person's status individually. 
  • Quick Add Contacts - quickly add 10 contacts to a campaign and set each person's status individually. 
  • Quick Add Leads - quickly add 10 leads to a campaign and set each person's status individually. 

 

Campaign Companies related list:

The core of the campaign page. This is the place where all the Accounts associated with a Campaign are listed.  

scr2.png

 

Account:

  • ‘Add to Campaign’ button on Account List View allows you to add up to 200 accounts to an active campaign as a campaign company. 
  • ‘Add Contact(s) to Campaign’ button on Account detail page allows you to select one or more contacts from the account and add them to the campaign. It will also allow you to select the primary contact from that account for that specific campaign as well as set each contact's campaign member status for the campaign.
  • Campaign History Related List (account details page) - Allows you to see which campaigns the company has been added to as well as take action on the Campaign Company record. 

Interestingly, If you add an Account to a Campaign, the Account will be listed on Campaign Companies related list on a Campaign page but Contacts associated to this Account won't be automatically added to the Campaign as Campaign Members unless you add them manually. In order to do that you will need to click on the Campaign Company record in the Campaign Companies related list on the Campaign object and then using "Add Contacts to Campaign" button, add chosen Contacts. Of course, you don’t need to add Contacts if you don’t want to. You can run a campaign targeting only Accounts as the Campaign Company related list allows you to select campaign status that can match Campaign Member status values.

scr3.png

 

Contact

  • Add to Campaign button on Contact list view allows to select one or more records, up to 200, to add to an active campaign as a campaign member. This will also add the company the contact is associated to as a campaign company if it isn't already.
  • Add to Campaign(s) button on contact detail page, allows you to add the contacts to one or more campaigns at the same time. It will also allow you to set the contact's campaign member status for each campaign. 
  • Add Contact to Campaign(s) Button on Campaign History related list on Contact page, allows you to add the contacts to one or more campaigns at the same time. It will also allow you to set the contact's campaign member status for each campaign. 

 

Lead

  • Add to Campaign button on Lead list view, allows to select one or more records, up to 200, to add to an active campaign as a campaign member. 
  • Add to Campaign(s) button on lead detail page, allows you to add the lead to one or more campaigns at the same time. It will also allow you to set the lead's campaign member status for each campaign.
  • Add Lead to Campaign(s) button on Campaign History related list on Lead object, allows you to add the lead to one or more campaigns at the same time. It will also allow you to set the lead's campaign member status for each campaign.

Worth mentioning that after lead conversion, the ‘Lead’s’ Account is added to the Campaign. 

Other very useful functionality are ‘Campaign Templates’. With Campaign Companies Campaign Templates, users can create specific member status values for each campaign based on the Record Type and Campaign Type. These special member status values can be used in conjunction with or in place of standard Salesforce member status values.

As it doesn’t seem like Salesforce is going to allow multiple Accounts to be added to Campaigns (there is an idea that has posted on Ideas Exchange 10 years ago (sic!) and has received over 1,000 votes but it isn’t currently on Salesforce roadmap ), Campaign Companies may be a great work around for organisations looking to simplify their giving campaigns, track campaign history on accounts or see accounts that have been targeted by a campaign. One important consideration for NPSP users is that the app doesn’t support account affiliations.  

Test the app yourself or just This email address is being protected from spambots. You need JavaScript enabled to view it. if you want us to help you with that!

Link to the AppExchange: https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B4CyhEAF&oid=00DA0000000KjeE

 

Przemek Smelcerz is Support Manager at Giveclarity.org | 5x Salesforce certified | 

 

New guidance on Gift Aid declarations

 

Wednesday, 06 April 2016 - marks the introduction of new and important changes to Gift Aid. 

HMRC

In October 2015, HMRC published a new, shorter model Gift Aid Declaration. The new declaration will apply to all donations so if your charity wants to claim Gift Aid on donations in the future it's important that the declarations you use are up to date.

Here is some useful information from Barry Gower, Gift Aid Consultant

"Wednesday, 06 April 2016 - marks the introduction of new and important changes to Gift Aid

From 06 April 2016 your Gift Aid Declarations will need specifically to highlight the fact that, if sufficient tax has not been paid to cover the Gift Aid on a donation, HMRC will look to the donor to make up the difference. In addition, whilst historic Gift Aid Declarations will not automatically cease to be valid from today, if a declaration is made today using old wording, it may not meet HMRC’s requirements and so would not be valid.

The charity sector has however worked with HMRC to improve the Gift Aid Declarations and HMRC have removed the requirement relating to VAT and Council Tax not qualify for Gift Aid purposes, and made the statement much shorter and simpler. The resultant HMRC’s model Gift Aid Declaration also has the signature requirement removed.

Whilst the introduction of change often causes some disruption, this should not be seen as a deterrent to what is a very lucrative source of income."

Here's a link to the latest Model Gift Aid Form provided by HMRC Model Gift Aid Declaration.

 

New way for charities and non profits to get help on Salesforce

 

Next week Salesforce.org are launching their highly poular sessions 'Hub Office Hours' in EMEA.  

office hours emea

How does it work?  Well, for one hour at 1500 GMT on the second Tuesday of every month you can dial in to ask questions to a group of Salesforce experts, including our very own James Browne, Head of Support and Training! He will be accompanied by MVP's and experienced users of Salesforce especially the Non Profit Starter Pack.  You can ask about upgrades, data issues, apps, workflows, custom fields, reports etc. anything that is top of mind for you at the moment.  

So add in to your diary and dial in next week.

Login to office hours at 3pm GMT/16:00pm CET on 9th Feb: EMEA Hub Office Hours log in

 

 

 



Let's keep in touch

0845 456 3970

info@giveclarity.org

Giveclarity.org
Crown House,
72 Hammersmith Road,
London
W14 8TH

 

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