“Helping small non-profits to grow is an important topic to me as I’ve been in their shoes. I understand the ambitions and the pressures to succeed and survive all at the same time.
I started my social enterprise in 2005 and believe I wouldn’t have achieved the growth and scale we did without Salesforce. It provided me with a centralised system of intelligence, helping me to track my fundraising activities, our work, and impact with young people, our communications and HR. The system was easy to use, and it could evolve and grow as we secured new work and the team expanded.
The flexibility of the Salesforce architecture supported the social enterprise’s scalability without having to reinvest in new systems. As we grew to a team of 40 employees and £1.3m turnover, I was able to coordinate everything centrally and maintain the level of data intelligence for performance management and reporting to funders. It was a lifesaver!
Salesforce comes with the added benefit that the first 10 licenses are free, so the initial investment was minimal to get started. I paid for some input from a consultant and then I trained as a Salesforce admin and I was off! 8 years on, and I’m now helping other charities get started with their Salesforce journey. The information that I was able to store and analyse in Salesforce definitely helped me become more efficient, win new work and scale efficiently. It’s why I’m so passionate about my job today!”
Every organisation whether small or large needs some simple functionality to manage stakeholders and communications effectively. For example, recording contact information, recording meeting notes, creating tasks, recording emails or logging a call. This is a core functionality of Salesforce with access via phone or tablet.
Whether you are operating alone, or as a part of hundreds, we all need something to help us with the day to day management of our tasks and communications whether you are working independently or as team. Salesforce offers Chatter (a conversational tool) and task management out of the box but it you want something more sophisticated you can install a project management app. Free or discounted apps for charities exist like Cloud Coach and TaskRay, which offer discounted licenses.
Salesforce can be fully customised to meet your data collection and reporting needs across the organisation, plus you can continue to evolve it as your needs change. You can manipulate the system and the analytic reports, making it useful and relevant to you. It comes with the benefit of some existing out of the box functionality to save time that can be tweaked, making it ideal for fundraising, volunteer management and case management.
Salesforce is renowned for being one of the largest CRM systems but that’s because it’s the best and is attracting customers. Non-profits can benefit from the best software at a discounted price thanks to the Salesforce’s commitment to philanthropy.
There are thousands of apps that plug into it for free or at affordable prices for non-profits meaning you can either add functionality into your Salesforce org or benefit from integration with other software systems. You can purchase new user licenses as you need too and benefit from a range of different types of user licenses with different price points and access levels.
A small non-profit is cautious of ongoing prices, we know! The benefit of Salesforce is that it can be customised by clicks, with code being kept to a minimum where it is really needed. We train CEO’s, volunteer managers, fundraising managers, programme delivery staff and operations staff to become Salesforce administrators. You don’t have to be fixed into an IT contract for life if you have someone in-house who can learn and understand Salesforce.
In the early stages we encourage non-profits to benefit from an Economic Change salesforce support package as we can support and train an internal admin in the early stages of their journey and make sure Salesforce is set up correctly to meet your needs. This is essential for team adoption. We like to capacity build our customers and empower them to use and evolve their own Salesforce systems.
At Economic Change we offer a small charity discount package where the charity pays for a minimum of 6 days and they get 6 days for free with the support of our volunteer Supermums. See if you are eligible to take part here.
As with many smaller charities, our ability to record and monitor our outcomes was not as robust as we wanted it to be. Our recording methods were varied and collating data would often be time consuming. We were unable to perform dynamic monitoring on our performance, meaning that there was a time lag before areas for improvement were identified. As our significant proportion of our services are contract based, we struggled to respond quickly to changes in monitoring requirements which required a sophisticated data management system.
We didn’t to be frank! Our CEO went to a training course about outcome measures and heard from Heather at Economic Change about the possibilities that Salesforce could offer.
The inclusion of 10 free licenses made this a viable option for us and the design and development service offered by Economic Change sealed the deal!
Economic Change have been fantastic at helping us look at our internal processes so that we would really work how we do things and how we can record our activity in an easy way. Many of our requirements were bespoke, meaning that we had to work together to get a shared understanding of what outputs we wanted. Regular meetings and updates kept us in the loop about the progress and we were able to start learning about the administrative side of Salesforce early on in the design process, ensuring that we could build up our in house skills to perform further tweaks and adjustments in the future.
By using Salesforce (or DORA as our system is called!) We have always been proud of the relationship we have with our members but we now have a data platform which backs this up, providing us with an instant history on the person we are chatting to, what they have been involved in and how they interact with the organisation. we have found a great improvement in our ability to dynamically report on our activity, which in turn frees up staff to focus on the frontline aspect of their work. Most importantly, we feel our members have benefited as we are in a better place to get full value out of the experiences they have shared.
Make sure you sit down and spend time as a team looking at what you do, what you want to achieve and any current barriers which are stopping you doing this. The planning stage is a great opportunity look at your processes and make some positive changes. It may seem difficult at first glance to see how Salesforce can be shaped to fit your unique way of working but the flexibility of the platform means that even the most specialist services can benefit.
As part of our series of articles for Volunteers Week, we wanted to share some volunteering insights we’ve gained from working with national volunteering organisations over the last few years. We all understand the importance of volunteers – according to NCVO, they made up 1.2% of UK GDP in 2015, contributing an incredible 22.6bn to the economy. A staggering and valuable workforce.
But, how can you harness the power of your volunteers, build longer-term relationships with them, and ultimately turn them into advocates for your organisation (and be able to demonstrate their impact across your cause)? Unsurprisingly, we see Salesforce as a solution for good volunteer management practices. Here’s why:
With marketing automation, it’s possible to track all interactions with your volunteers, build a picture of how and when they interact with you, and build a personalised volunteering journey for them. Reengage any lapsed and disengaged volunteers, and showcase the efforts of your most prolific volunteering superstars. Shout about their successes at every opportunity and give them the recognition they deserve.
Do away with downloadable word documents and introduce digital forms which integrate directly with your CRM. Are your volunteers capturing data from your beneficiaries? Give them a tablet, and let them input this information instantly.
Provide online forms or a secure area within your CRM for volunteers to login and update their details, availability or submit issues, questions or concerns directly, and automatically find and notify the right people to respond.
Create an online community where your volunteers can connect and support each other via group forums, online support and training, and be recognised for their skills and contribution using reward badges.
To celebrate #Volunteers Week we would like to thank the Salesforce employees who have been involved in empowering and mentoring Supermums on our Salesforce Programme.
Our Salesforce Supermums programme inspires and supports mums to retrain in Salesforce and access flexible well-paid career opportunities.
Cyrill is a Principal Customer Success Manager at Salesforce
He has been volunteering for the Salesforce Supermums Programme since it started. He delivers a webinar where he shares insight about the Developer capabilities of the Salesforce force.com platform so they understand what’s possible beyond Salesforce admin capabilities.
Cyrill talks about why he got involved…
Shortly after I joined Salesforce I was looking for various ways to get involved especially around the topics of equality. As a father of a 9 year old girl I realized at one point how different many things are for her and that I simply want to do everything I can to make the world for her a better place. Through that engagement I participated in a few events and met women from many different walks of live. It made me realize how difficult it really was for many to find ways back into a workforce or find the time to learn new skills. The challenges faced to a large part probably due to our still archaic expectations in society towards woman just makes it still harder than it would be for men I believe.
How does he like to empower the mums.
I would say if I manage to convey that it’s never too late nor too difficult to learn most things with just a little bit of dedication and help from others. I hope that people leave with some extra tools to make them more successful and excited to be part of our Salesforce family.
What does he love about mentoring!
Very few things are easier than sharing the knowledge one has with others, doesn’t matter if it’s at work, with customers or the charities I have the pleasure to work with, I always try to empower others to do amazing things. Also of course knowledge sharing is more often if not always a 2-way street, there is something new to learn from every person you meet, so in many ways I benefit just as much if not more.
The Supermums programme trains mums as Salesforce Administrators, with training, mentoring, real work experience and job placement support. To date we have delivered 7 courses with 48 mums and provided 1500 pro-bono hours to 37 non-profits. Find out more about the programme here (http://www.supermums.org/). In the future, we plan to build a portfolio of courses to cover admin as well as skills related to Salesforce Development (Platform 1), Pardot, Social Studio, Sage Business and Financial Force. We are keen to find volunteers who can assist on these upcoming programmes too.
We are currently recruiting Salesforce Employees as new volunteers to join the programme as mentors and trainers.
If you work for Salesforce click here to find out more about the Volunteering Opportunity and Register to apply https://engage.clicktools.com/v2/27gb6j0qiabp6
During the webinar will share insight into how Salesforce can support small charities to achieve their potential and improve every day efficiency. We will look at the key components of the Non Profit Success Pack which is the off-the-shelf package offered by Salesforce and how it can be customised and developed to meet client needs.
We are delighted to have guest speakers, Simon de Forges and Leslie Billy from Viewpoint on the call to talk about their journey and application of Salesforce as a small charity.
Viewpoint is a service user involvement charity in Hertfordshire which works with people to ensure that their views and experiences of people with mental health or drug and alcohol problems form part of the design, delivery and monitoring of services. As with many smaller charities, their ability to record and monitor our outcomes was not as robust as they wanted it to be. Recording methods were varied and collating data would often be time consuming. They realised they needed to move to a more sophisticated data management system to collect, manage and analyse stakeholder contact and intervention information more efficiently. Find out about their journey and story one year on from getting started with Salesforce.
At Economic Change we offer a Small Charity Discount Package to charities – providing 6 days of free implementation support if a minimum package of 6 days consultancy is purchase. – Click here to find out more
According to the NCVO Volunteers’ Week website, volunteers contributed 22.6bn to the UK economy in 2015, that’s about 1.2% of GDP. They are a vital asset to any nonprofit, giving their time or expertise to further a cause.
Over the next week, we’ll be showcasing some of our brilliant volunteering organisation clients, volunteers and celebrating the power of volunteering for good.
We’re proud to have worked with Shaw Trust to implement their Salesforce solution, helping them to meet ambitious targets for growing their volunteer base. You can find out more about the organisation, and their implementation here.
Thank you, volunteers. Here’s to you.
It’s a really useful and relatively quick and affordable assurance process for even the smallest organisation and achieving the mark gives confidence to your funders, beneficiaries and prospects that you take cyber security seriously. The Cyber Security Essentials standard is developed by the National Cyber Security Centre, they provide some very clear advice on how to protect your organisation from a cyber attack, that you can read here.
Cyber Essentials Certification requires that you configure and use a firewall to protect all your devices, particularly those that connect to public or other untrusted Wi-Fi networks.
Cyber Essentials Certification requires that only necessary software, accounts and apps are used. Any software needs to be installed securely with adequate password policies. For banking and ID administration, two-factor authentication is recommended.
Cyber Essentials Certification requires that you control access to your data through user accounts, that administration privileges are only given to those that need them and that what an administrator can do with those accounts, is controlled.
Cyber Essentials Certification requires that you implement at least one of the approaches suggested to defend against malware. These include Whitelisting applications for use on computers.
Cyber Essentials Certification requires that you keep your devices, software and apps up to date.
To find out the detail and apply to get verified visit The National Cyber Security Centre.
They aspired to have a system that would help to;
A few of the event attendees had experienced Salesforce before and the delegates shared the benefits of Salesforce they had personally experienced. This included:
Economic Change client Locality, joined us for the event and shared how Salesforce had transformed their grant management process over the last 5 years. It has effectively provided huge savings in efficiency and management of grant applications across multiple programmes and it provided clear management processes for all of their internal team and external stakeholders to follow. Their solution relies on Salesforce customisation, salesforce communities, and third party apps Clicktools and Conga. As an organisation they now self-manage and adapt their system to meet changing priorities.
Economic Change, the lead consultancy, summarised the range of functionality that clients could adopt.
Economic Change are specialists in implementing Salesforce CRM into Grantmaking organisations. Read more about our specialist services and the review case studies from clients we have already worked with here.
If you are interested in finding out more about our services then please contact us.
Tel: 020 3051 8333
Salesforce World Tour is a grand scale event and a fantastic opportunity to hear latest announcements, be motivated by the scale and breadth of the Salesforce product offering and its capabilities.
You can also absorb Salesforce’s enthusiasm for encouraging individuals, staff, partners and organisations to fully engage and be trailblazers for the technology.
Client Ashley Community Housing (ACH) have become a leading centre for refugee intelligence since using Salesforce. With their knowledge and understanding of refugee circumstances they are influencing policy and transforming their services. Speaking with Osman Ishal and Richard Thickpenny from ACH, we shared how implementing Salesforce at the organisation has transformed their ability to track their service delivery and impact more effectively. Catch up on the talk held in the Salesforce.org Lodge here.
Salesforce Supermums our social enterprise initiative has been running for over 18 months now and we continue with our goal to get 200 mums back to work by 2020. We have designed a flexible training programme, incorporating live client project experience, supporting mums on a path to become certified Salesforce Admins.
At the World Tour, we were delighted to be specially invited to attend the Salesforce women’s mentoring event, joined by graduate and trainee Salesforce Supermums. We enjoyed a special kick-off talk from Tony Prophet, Chief Equality Officer at Salesforce. Salesforce is leading the agenda around equality and creating a workforce that is representative of the local community.
We love this supporting trailhead, perfect for understanding the benefits of having a diverse, inclusive workforce. We are delighted Salesforce Supermums is acknowledged as being part of this movement. Salesforce has a values and culture called ‘Ohana.’ If you haven’t already, you can join the Ohana family on the trailblazer community.
Did you know that with myTrailhead, that you can create your own personalised trail mix for your company and brand it. You can also create team challenges and goals to embrace trailheads and learning on the Salesforce platform. Find out more about myTrailhead here.
Before we moved over to Salesforce we used to use a combination of paper files and individual spreadsheets to store information about our service users. One of the biggest challenges we face then was trying to make an evaluation of our services. In summer 2015, for example, it took us over 3 months to consolidate data to be able to ascertain how many people we had worked with since we began in 2008. Prior to Salesforce we were also unable to show our staff their collective impact and data in real time.
Now that we have rolled out Salesforce, we now have instant access to data about our services and can draw conclusions quicker about our day-to-day performance. We have also gained the ability to perform different types of analysis, allowing us to pick out new trends and opportunities. An example of that is the data that we have now available about the training needs of our service users. Our training and support teams work closely with our service users on a day-to-day basis in order to assist them to achieve them greater independence. Before we used Salesforce these teams were unable to share information, due to the barriers in the process. Now that both are using Salesforce to record their work with our clients, they can tailor courses to our client needs better and work more holistically with them.
Prior to procuring Salesforce, we were exploring a number of different systems to overcome the challenges we were facing. We discovered that there were a number of Customer Relationship Management applications available on the market which could be bought straight off the shelf. Many of them were targeting business like ours who were doing client-facing support and training intervention. The problems that we found with some of the applications we evaluated were that they were expensive and sometimes too specialised. Salesforce offered us a reasonably-priced service that allows us to continue to expand and offers us the flexibility to modify our system as we grow.
Economic Change CIC helped build us a Salesforce Instance for our organization. We were assigned a highly-qualified Project Manager who had experience working on similar projects, who carried out a thorough analysis of our working processes and our client journeys. The result of that has been the creation of a number of dedicated applications in our Salesforce Instance that has increased our efficiency, particularly in client and housing management services. It was very reassuring to work with Economic Change on this project, it allowed us to create tangible outputs within the scope of the grant we received to carry out this work.
Salesforce is now used widely across the business, creating a rigorous management system that allows us to track our key performance indicators and monitor the progression of our tenants and learners through our courses and programme of support.
Support – From the very first contact, tenant journeys are tracked and stored, from their initial expression of interest to the support they receive.
Training – From the very first contact, learner journeys are tracked and stored, from their initial expression of interest to the training courses they take and their success rate.
This allows us to report accurate data on key outputs and outcomes, such as the number of tenants currently in housing, number of learners on courses, number of people on waiting lists, number of hours of 1:1 support worker appointments, number of successful move-ons, number of family reunions and number of tenants entering full-time work.
Tenancy Management (Housing Management) – We have a complete centralised record of all our tenants across the three regions. This has allowed us to manage their tenancies much better and improve our rent income management.
Property Management – The ability to store information that allows us to manage our properties better, particularly maintenance needs.
Identify the right people to support the implementation of Salesforce within your organisation.
Ideally you want to identify people who are passionate about new technology and have had some exposure to possibly CRM systems like Salesforce. They should also show interest in supporting change within the business.
It is a substantial change which will take place once it is rolled out, so you need to have champions who will advocate and rally their colleagues to engage and adopt this change. It’s also important to invest in training staff to use Salesforce.