With Lianne McGroryUK & Ireland Country Manager at salesforce.org and Rob Dobell Managing Director at Hart Square.
At Hart Square, we provide a range of guidance and support services exclusively to non-profits who are considering changes to their technology. Our advice is completely technology-agnostic and to help our clients make the right choices for them, we make it a priority to keep in close touch with the many organisations which can offer solutions to the non-profit sector, including salesforce.org.
Whilst salesforce.org is one of the best-known CRM systems, and we consider it to be a strong proposition for non-profits, we have found that sector has not embraced it to the extent we might expect.
With that in mind, last month Rob Dobell, Managing Director at Hart Square was joined on an expert panel by Lianne McGrory, UK & Ireland Country Manager at salesforce.org. They tackled some of the most common questions that they hear from non-profits and busted some of the myths around salesforce.org.
Salesforce have had a specific non-profit offering for the last 11 years
Salesforce.org, previously the Salesforce Foundation, have had a specific non-profit offering for the last 11 years, Lianne explained. “This is a pre-built package on top of Salesforce technology, built specifically for non-profits, speaking their language, and built to follow their processes.”
Philanthropy has been at the heart of Salesforce since its inception, when it was set up with the 1-1-1 model in which 1% of the Salesforce technology, income and volunteer time would go back into the non-profit sector. As part of this model of giving back, Salesforce.org provide 10 free licences to any charity in the world. Lianne explained that of the 3,500 organisations in the UK and Ireland which use Salesforce technology, 65% are using their free licences.
As the client, you do not need to have huge amounts of technical knowledge
Rob and Lianne explained that a common misconception of implementing a Salesforce solution is that, in addition to the implementation partner, you need lots of client-side technical knowledge. Rob explained that this is not the case, but you do need to be able to describe what you need from the technology. Additionally, you may want to provide some form of training for your team to ensure you can get the best out of the solution.
Understanding the costs and complexity
There is still some perception that it is difficult to calculate the full cost of a Salesforce.org project. Rob and Lianne explain that at the early stages of any change project, you should work out your goals for the project and gather a clear set of requirements. At the end of the discovery phase, you will be able to solidify the scope of the project with associated costs and timelines. Rob details that it is important to be disciplined throughout the project, holding new ideas for later developments, to ensure you can protect both your time and budget.
Lianne also added, that if you have chosen Salesforce technology and you are concerned about costs and complexity, it is important to voice your concerns with the Salesforce team as there may be ways to cap, limit or predict changes in costs over time.
Hart Square’s Definitive Guide to Salesforce for non-profits
At Hart Square, we believe Salesforce.org is a strong offering to the non-profit sector and we have set out to explain it our Definitive Guide to Salesforce for non-profits which you can download for free here.
The full panel interview, including the live Q&A, with Lianne McGrory UK & Ireland Country Manager at salesforce.org and Rob Dobell Managing Director at Hart Square is available to watch back here.
https://hartsquare.co.uk/wp-content/uploads/2021/06/Newsletter-Images-48.png250570Ellie Leftley/wp-content/uploads/2017/03/logo.pngEllie Leftley2021-06-28 08:00:122021-06-22 10:25:54Busting the myths of salesforce.org
At Hart Square we offer a wealth of services exclusively to non-profit clients and central among these is guidance and support if any are considering changing their technology. This covers a range of digital solutions, not the least of which is their CRM system.
Hart Square’s advice is completely technology-agnostic
We’re completely agnostic when it comes to the choices our clients make, but it is important for us to be fully conversant with the options available to them, so we spend a lot of time and effort researching the market and keeping in close touch with the many agencies who offer solutions to the non-profit sector.
The research we do obviously includes monitoring trends as reported or suggested, but also involves our own discussions with clients past and present, and across our extensive network of contacts within the sector.
We research solutions across an extensive network within the sector
As most people will be aware, since the early 2010’s the so-called platform solutions have competed with specialist proprietary providers to deliver systems to the sector, and the most well-known of those are Salesforce and Microsoft Dynamics. Looking across the piece we see the strengths, and weaknesses, of platforms and proprietary offerings, and we work hard to help clients choose the right solution model so we delve quite deep into most of them.
What we’ve found over recent years is that whilst we’ve learnt and understood a lot about how Salesforce.org approach the sector, and we consider it to be a strong proposition for non-profits, this isn’t something which the sector as a whole has embraced to the extent we might expect.
The non-profit sector hasn’t necessarily embraced Salesforce to the extent we would expect
We decided to dig a little further, really to sense-check our own perceptions, and to make sure we’re able to give our clients best advice. That’s really the genesis of the idea for the Definitive Guide, which is our overview of the Salesforce.org proposition and is intended to help the sector make good decisions and achieve the best outcomes.
Whilst we’re completely technology agnostic, and frankly ambivalent, about the decisions clients make, we do focus on our ability to provide thorough and up-to-date information about the options they have, and that they make decisions based on fact rather than perception.
The guide covers the Nonprofit Cloud and is backed up by client case studies and partner profiles
So centrally the Guide itself covers the core Salesforce technology, the specific proposition for non-profits, the partner network and how it operates, and the AppExchange. Together these form what is referred to as the Nonprofit Cloud, and this is opportunity which is available to non-profits who do evaluate Salesforce,org as their CRM provider.
This is then supported by a series of case studies, membership body showcases and partner profiles
Really then what we’ve sought to do is to evaluate some of the perceptions and comments we’ve been given by our networks, specifically or primarily the more negative of them, to assess them against what we’ve experienced and what we understand about Salesforce.org, and to try to shine a light on the reality of the proposition.
On the back of that we still consider Salesforce to be a really strong offering for the sector, and we’ve challenged ourselves to explain how the model works so that non-profits have a better chance of understanding what the opportunity is and how they might get the best out of it.
Salesforce.org has a really strong offering for the non-profit sector; we’ve set out to explain it in the Guide
Hart Square’s Definitive Guide to Salesforce for non-profits was launched at our own chase.livestream conference, and is freely available to everyone within the sector who might have an interest in it.
https://hartsquare.co.uk/wp-content/uploads/2020/09/Def-Guide-Front-Cover.jpg772526Rob Dobell/wp-content/uploads/2017/03/logo.pngRob Dobell2020-09-18 11:39:552020-09-18 14:30:23Why we created our Definitive Guide to Salesforce for non-profits
Here at Mast we are celebrating our 10th year of supporting non-profit, fundraising and membership organisations.
We launched Mast in 2010 to provide a range of consultancy services to help NFP organisations get the most from their investment in technology. We are so proud to be celebrating 10 years helping NFP, fundraising and membership organisations with industry-leading support and practical solutions that make a positive impact to their organisational processes.
Bringing MAST ICT into the project totally changed our approach. They helped us define a new logical data model, which helped resolve the issues with our business processes – RoSPA
Celebrating the big 1-0 with chase.livestream
Whilst for obvious reasons, things have been very “different” over the past few months, we still wanted to celebrate this important milestone. Although our original plans have had to change rather drastically, we are still looking to celebrate at Chase.LiveStream this year. If you are attending this year’s online event, please do come visit our hub and see what we have in store to mark our special occasion.
Launching our updated website and branding to welcome the new decade
We are excited to announce that we are updating our branding and website to mark our 10 year anniversary. We’re rebranding with an updated colour scheme, website and literature. Lots of things have changed in 10 years, so we now feel that 2020 is the right time to rebrand from “MAST ICT” to “Mast”.
Our culture, team and spirit remain the same, but we’re excited to launch Mast into the new decade with a new look.
Mast are now Salesforce.com partners
In order to better support our current and future clients, we are delighted to announce that we have recently been awarded the status of Salesforce.com partners. We see the huge benefits that this solution has for our clients and we are now able to offer Salesforce consultancy services within the NFP Sector.
We look forward to providing Salesforce support for our clients to the same high standard as our other services.
We will be growing our team of Salesforce consultants over the coming months and plan to become Salesforce.org partners next year.
Looking ahead to the next 10 years
The NFP sector has evolved considerably since 2010 and the way in which organisations utilise technology has helped many dramatically improve their efficiency and capabilities.
At Mast, we constantly remain abreast of current trends and new solutions that could potentially bring benefits to our clients and as an organisation we look to react and adjust to those trends ourselves.
With new technology, system updates and organisational changes come challenges and pit-falls requiring the support of organisations like Mast. We’re here to advise our clients, supporting them through problems and guiding them to solutions.
As an important example, anyone who has recently looked at the CRM marketplace will not have been able to miss the transformation that as well as “Packages” being available, which provide a great solution for many NFP based organisations, there are now “Platforms”, such as Salesforce and Dynamics.
Whilst in our opinion Platforms are not for every organisation of every size, we feel that their potential is very exciting and is providing flexible, modern, accessible solutions that are designed with cloud-computing in mind.
In addition, with “digital transformation” now quite rightly being a critical component in the strategies of many organisations, cloud-based systems are ideally placed to offer the level of integration with other systems and services, which is required to fully “digitise” an organisation.
A little more about us
Back in 2010, as now, we wanted to create an organisation that was fully focussed on delivering high quality, honest and knowledgeable CRM based services to the not for profit sector.
Our approach has seen us grow steadily and we are very proud of our highly skilled, experienced consultants who are fully aligned with the Mast ethos. We work with a large number of clients, some since our inception and spanning many different CRM systems and solutions such as:
As, at our heart, we are a CRM consultancy, we provide core CRM-based services such as:
We work openly and transparently to help organisations discover the full potential of their CRM, fundraising or database system. We are dedicated to seeking out the best possible CRM solutions and building long-term relationships with our clients.
Although we are technical consultants with years of industry expertise and experience at your disposal, we speak plain English too and by avoiding any unnecessary technical jargon, we ensure that we communicate our solutions and benefits into business terms that mean something to you.
Our skills are not simply CRM system-focused based however. We are highly experienced in providing advice and assistance within the entire CRM ecosystem and also focus on key elements that will enhance and make a CRM system truly work for our clients, for example by providing services in the following areas:
Reporting & Data Analysis
What our clients say about us
We are always delighted when we hear from our clients about how much we have helped:
“MAST’s expertise was invaluable in our migration to Donorfy. They acted like true partners, and on top of detailed technical knowledge of the system, their input on our general procedures and processes has helped us to improve the way we work. Among other steps forward, we now have very useful integrations with JustGiving, Mailchimp and other important technologies, we can automate our email fundraising campaigns and we’re much better equipped to handle GDPR.
Now that we’re on a Cloud platform, access is so much faster and easier, without system crashes. MAST consultant Sophie Pires became like a member of the team, and delivered excellent training in spite of the fact we went into Covid-19 lockdown the week before launch. MAST gave us some tough love at times to help resolve issues and went above and beyond to help deliver a successful migration.” – Addenbrookes Charitable Trust
“Everyone trusts the work that MAST ICT does, so if they say we have to do something a certain way, then people are happy to work with that. It shows that they have the kind of backing and trust across the team to make change happen.” – RCPCH
“MAST ICT have supported the upgrade and modernisation of our systems. Their work with us and the ongoing support they provide is invaluable to us. They have helped us navigate a complex project through their in-depth technical knowledge of the systems and understanding of our organisation.” – Mother’s Union
“Without a doubt, MAST ICT have accelerated the process of launching this system by at least 6 months. The alternative would have been to employ someone permanently to be an expert in this area, this would have driven up our costs.” – Care for the Family
And finally but most importantly, thank you to you!
We would like to thank all of our clients who we have worked with over the past 10 years for giving us the opportunity to make a difference to the way in which they operate and provide the services they do. Feedback from our clients is very important to us and we are very proud to have received 100% positive feedback from them in a recent survey. However we are never complacent and always strive to do the best possible job we can.
We are looking forward to continuing our relationships with our current clients and to meeting many new organisations, finding out about the work they do and helping them to get the best use from their CRM systems.
Whilst in many cases it is business as usual for us going forward, with our new brand and our exciting additional Salesforce support offering, we are looking forward to the future and continuing to support the NFP Sector.
https://hartsquare.co.uk/wp-content/uploads/2020/07/Mast-10years.png6961174Stuart Bailey/wp-content/uploads/2017/03/logo.pngStuart Bailey2020-07-22 07:30:202020-07-17 08:22:50MAST – 10 Years and Still Going Strong
Salesforce.org is the social heart of salesforce.com, empowering tens of thousands of non-profits and educational institutions through technology, grants and volunteering programmes, Richard Young told delegates at TechSmart 2019.
“Our goal is to enable each and every one of our customers, partners, grantees and community members to create more impact in the world.”
“More than 80% of people you deal with say that experience is the most important thing and it’s important these days to break away from a traditional marketing approach such as newsletters – you have to change and move forward.”
The average person is carrying three connecting devices with them and has yet more devices at home, says Richard, “you have to look at your different audiences and you have to change your marketing efforts to match the device they are using at the time – whether at home or outside. Find out where your people are and connect with them wherever they are.”
Many non-profits face significant organisational changes as they are often using multiple systems and have siloed people and data, which need to be broken down. “You must have a co-ordinated system to increase engagement with your constituents,” says Richard.
Salesforce.org: Our path to impact
Technology for social change
Investment in the EMEA region through grants
Community of citizen philanthropists (three million volunteer hours)
“Use digital technology to optimise donations and volunteering, and personalise very interaction; make meaningful connections at every stage of the constituent’s journey by staying relevant with intelligent personalisation at scale,” says Richard.
Leverage Einstein AI to drive better interactions
Einstein-Powered Experiences: Orchestrate every interaction with the power of AI
Intelligent and Actionable Insights: Listen, interpret, and respond to constituent intent
Right Content, Right Channel: Personalise based on attributes, preferences, and location
Constituent Rights and Trust: Create authentic communications based on consent
It is important to engage at every touchpoint through the constituent’s journey, says Richard, “by personalising journeys from awareness to advocacy; using data dynamically to tailor your message; integrating email, mobile, ads, social, web and apps; and breaking down silos to connect and engage with people right across your organisation.”
Intelligent marketing helps build relationships and will blaze your trail to success
https://hartsquare.co.uk/wp-content/uploads/2019/12/Richard-Young.jpg200200Rob Dobell/wp-content/uploads/2017/03/logo.pngRob Dobell2020-01-28 07:30:322019-12-13 11:37:23Re-imagining technology to put people first
Escape from the legacy association software cycle!
Non-profit organisations and NGOs are under served by legacy vendors and they should have the right to buy effective software that runs both in non-profits and for profits, says Paul Lundy, President and Co-Founder of Fonteva, which provides an association management solution built on the Salesforce platform.
Speaking at the recent TechSmart 2019 event, Paul told delegates that they were in the midst of the Fourth Industrial Revolution but probably using technology which is lagging behind: “If your technology doesn’t allow you to grow you are probably with a legacy provider.
“Most people just want all their data in a single place so that they can access it to make good business decisions. Legacy systems have narrow functionality and are usually costly to upgrade. What tends to happen is that when you try to connect everything up you get data silos.
An organisation’s needs and requirements will inevitably change but the actual members’ needs remain largely the same – training and certification, professional development, networking, job search and industry news.
“What has changed is their expectation and that has been shaped by what’s happening in the rest of their lives – they literally want the equivalent of the Amazon Prime buying experience.
“There is challenge in meeting these expectations and rapid technological advances are making it difficult to keep up with these, especially if your own technology is limited and not enabling.”
At Fonteva, they believe in the development of technology on a global scale: “Our technology allows you to transact in any country in any language,” says Paul.
However, he warned, It is not only about the technology, it’s about the people and processes too; if the team does not buy into your strategy and future plans then technology will not work for you. “Your processes may be out of date and it may be hard to justify them, but it can be even harder to change them.
“The cards are stacked against you unless you are smart and engage across the whole organisation not just the technology department, and driven by leadership but it is vital that you choose the correct and enabling technology to begin with.”
Keys to successful digital transformation
Align and involve leaders
Empower your people
Focus your initiatives on top priorities
Create ambassadors within the organisation
Stay flexible and agile
Keep people engaged
Shifting demographics, data silos, increasingly high member expectations, rapid technology advancement – no shortage of challenges here to engage with your members and staff
https://hartsquare.co.uk/wp-content/uploads/2019/12/Paul-Lundy.jpg400400Rob Dobell/wp-content/uploads/2017/03/logo.pngRob Dobell2020-01-21 07:30:432019-12-13 11:35:56People, process and technology: leaving the legacy behind
From enabling Great Ormond Street Hospital (GOSH) to help more sick children, to assisting colleges to identify and support students who may be struggling and therefore reduce attrition, Einstein Analytics has allowed these organisations to use utilise their data to improve and enhance their decision-making processes.
At TechSmart 2019, Sisu Berhane, Senior Partner Success Manager – EMEA at salesforce.org described for delegates the pathway to becoming data driven, whereby you can use your data to describe what is happening, why it is happening, calculating what will happen next, and finally deciding what should happen in the future.
“The baseline is actually having data and that’s ground zero. Where you start to become data driven is when you can describe what has happened using your data, then gain an insight and find answers, which subsequently takes you to the predictive and prescriptive stages – not many systems can do this and this is where AI comes in,” says Sisu.
The important thing to do first though, she told delegates, is to find out exactly where you are – and what you need to improve. “It is the equivalent of putting your own mask on first during an aircraft emergency before you can save anyone else.”
Who does what and how much does that cost?
What should we start to do – what should we stop doing or keep doing?
What needs to be improved?
How can we optimise the working experience for our staff?
Do we have a profit and loss for everything we do at the unit level?
“There are three types of analytics: Traditional business analytics that are static and number crunching; visualisation, where data is optimised but only for a few people and information is still generated by data specialists but not directly accessible by the user; and an intelligent experience for every business process, aimed at end users performing day-to-day functions. It is user centric – not restricted to the tech team and tied into all the business processes,” says Sisu.
“If you don’t have intelligence linked to business process it’s of no use and the data you have is useless. Creating an intelligent experience requires a combination of business apps, analytics and AI, all of which have to be connected. AI must be embedded for optimal decision-making and the system must be simple for people to use, with a natural language interface.”
Benefits of Einstein Analytics
Native to CRM
“Becoming a data driven non-profit is not a linear journey; it will need constant refining and if actions are feeding foresight it should never end.”
“With Salesforce, we can raise more money at a lower cost, which means we can give more help to the children, families, and staff of Great Ormond Street Hospital.” Tim Johnson, Great Ormond Street Hospital Charity
https://hartsquare.co.uk/wp-content/uploads/2019/12/Sisu.jpg225225Rob Dobell/wp-content/uploads/2017/03/logo.pngRob Dobell2020-01-14 07:30:082019-12-13 11:26:49Non-profits using their data for optimised decision-making
“Why wouldn’t you do all you can as a charity or non-profit organisation to make the most of Gift Aid?” asked Dan Kingsley, Head of Fundraising Operations, Christians Against Poverty (CAP) at the recent TechSmart event in London, “it is a huge bonus and it’s just not being talked about.”
Gift Aid plays a significant part in CAP’s fundraising – the £1.2 million that the organisation receives forms 9.5% of its total income. “That means we can help many more people than we would be able to without it,” says Dan.
Unrestricted funding such as that from Gift Aid, are donations a non-profit organisation may use for any purpose that they wish. These funds usually go toward the operating expenses of the organisation or to a particular project of their choice – including digital transformation.
“We all know what restricted funding means but Gift Aid has no restriction – it can help transform your fundraising – it could even transform you digitally if you want to spend it on that, which can ultimately help you raise more funds and make an even bigger impact.”
CAP was founded in Bradford, West Yorkshire by John Kirkby in the 1990s. It is a national organisation specialising in debt counselling for people in financial difficulty, including those who need advice to help them in bankruptcy or insolvency situations. It also provides Job Clubs for those who are looking for work and Fresh Start Courses for people who want to overcome addictions and dependencies.
“We are on a mission at CAP to release millions of people from poverty and debt which steal people’s lives from them. By equipping and empowering local churches to reach out on their doorsteps, we’re bringing hope to over 21,500 families every year. Imagine having to choose between buying your children food and being evicted? It is a choice that no-one should have to make.”
CAP has 30,000 regular donors and around 320 staff, therefore needs to be strategic with the money it receives to maximise our reach and impact, and our digital technology helps with this, says Dan.
“Some charities never make a claim from Gift Aid, so do it now and prioritise Gift Aid in your organisation – regardless of manpower.”
Poverty breaks families apart, isolates people from friends and family, shatters confidence and drives many to think that suicide is the only way out.
https://hartsquare.co.uk/wp-content/uploads/2019/12/Dan-Kingsley.jpg200200Rob Dobell/wp-content/uploads/2017/03/logo.pngRob Dobell2019-12-19 07:30:002019-12-13 11:18:56Christians Against Poverty utilising Gift Aid to make impact