Driving change and success with Salesforce and Causeview
Cross posted from the Morphate blog
Making a decision to move your core Supporter Systems is not something any organisation does lightly, especially if you have an important Fundraising event on the horizon. For Sydney Children’s Hospital Foundation (SCHF) the question wasn’t, ‘should we do it’?, it was ‘why can’t we do it’?.
And the bigger challenge was… can we do this within 3 months?
In December 2014 we met with SCHF to discuss their options of moving to the Salesforce platform. They were drowning in manual processes, spreadsheets and a system that wasn’t providing any value to their organisation. They wanted and needed technology that allowed them to capture donations from various sources (Website, Community, during Events etc) in a timely basis. There were a few choices of products on the Salesforce platform and SCHF turned to Morphate to provide a recommendation. We dived into the Morphate Toolkit, and Causeview was recommended as the best fit for current and future requirements.
In February the implementation element of the project kicked off and SCHF were on the way to the new world with Salesforce and Causeview.
We all had our work cut out for us. The challenge was to ensure the solution was live and could support the live televised, Gold Telethon on 8th June. This meant we had three months to be live.. a tough ask but we knew we could do it.
You may ask “why were you so confident?”. Simply because the groundwork had been set months before we kicked off the project.
“They always say time changes things, but you actually have to change them yourself.”
― Andy Warhol, The Philosophy of Andy Warhol
Projects, no matter what size, are successful when you have a Change Management strategy embedded from the start. For SCHF this happened before Morphate was engaged. As Jo Price, IT Systems Manager at SCHF, says:
“The basis of our change management strategy was to keep the whole team involved throughout the project, from recording current business processes, and listening and acting on their ideas for improvements, scoping to testing to training and going live.”
So, when it came to the Telethon, SCHF were on top of their game and had the right tools to support them on the day.
What impact did this have?
“The biggest successes we have had by implementing Salesforce with Causeview has been the time savings, data accuracy and better reporting tools to enable us to better manage our supporters.
“Apart from peer to peer fundraising, our donations all feed directly into Salesforce and Causeview in real time. We no longer download and then upload donations, and we can get real time updates on fundraising dollars. This was extremely successful for our annual Telethon, we were able to pull reports showing donations every 10 minutes to update the live broadcast dollars raised.
“We have also seen huge time savings with our Recurring donors – this whole process is now automated. We can now focus on proactively calling these supporters and managing our relationship with them,” says Price.
I, like many, watched the Telethon as Causeview and Salesforce was stress tested throughout the day with all donations being processed in real time and over $5.2million in monies raised. It was great knowing SCHF knew exactly what their donations were at any point in time during the day.
It’s important to note that the solution wasn’t implemented solely for the Telethon, this is the core Supporter solution for SCHF and Salesforce and Causeview is embedded across the entire organisation.
Every interaction with a supporter is captured and allows the team to have meaningful conversations with their supporters with each interaction.
Change and Technology solutions go hand in hand; projects which “implement” a solution without a supported Change Management Strategy can easily result in low adoption, and no improvement in process or supporter engagement.
Leanne Warner, CEO of Sydney Children’s Hospital Foundation shares her experience of the implementation: “Working with Morphate to implement Salesforce has renewed my faith in the possibility of adding great new technology without it destroying your business at the same time.
“It is important that the NFP select an outstanding IT Systems project manager to guide the vendor and carefully change manage expectations internally, but you have to be happy if your vendor turns out to be a really great business partner who cares about great outcomes.
“Sure we encountered hurdles and frustrations, but Morphate took responsibility to ensure that we were successful with our roll out and I have confidence that they will continue to help to support us on an ongoing basis.
“As a team we are all proud of what we have accomplished over the past 5 months and we have learnt a lot along the way that will help others to be successful. We all know that Salesforce is the best CRM product available in the Sector today, and if you want the system to add the most value it can, I would recommend that you speak to Morphate and start scoping!”
About Morphate: Morphate was formed to focus specifically on delivering solutions built on the Salesforce platform for Not for Profit organisations. They deliver solutions in a cost effective and timely manner ensuring you obtain the best benefit from your investment. They focus on utilising the best of breed solutions from leading product companies and adapting these to meet the needs of Not for Profit organisations. www.morphate.com
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