Salesforce

Salesforce.com Readiness Assessment

Wondering if using Salesforce.com could benefit your organization? Want to know what it will take to get there? Through our Salesforce.com Readiness Assessment we help catalog your current information “silos,” review how they currently serve (or fail to serve) your organization, and provide a sensible roadmap for moving to a CRM system like Salesforce.com. You can then use this roadmap to guide your own implementation, or work with us to help you execute the plan.

Perhaps our greatest value to clients is our ability to bring to light the best (and most cost-effective) solutions for their particular needs. If you’re struggling to use yesterday’s tools (Access, Filemaker, Excel spreadsheets) to manage mission-critical program management and fundraising operations, we can help you explore how Salesforce.com may simply be a better system for meeting today’s needs.

“Heller Consulting does an excellent job of listening to us, and getting us where we want to be. They share best practices and help us determine if we’re making good long-term decisions. … going through the [project-planning] process with them is really valuable. It helps us think through our goals and process, and ensures we’re getting the technology solutions we need.”

Becca George, Database Manager
National Brain Tumor Society

If you’d like to explore the possibilities available to you on the Salesforce.com platform, please contact Beverly Hannay at 518-797-3438 or email.
 

Salesforce.com for Program Management

With Salesforce.com CRM, you can maintain comprehensive contact and demographic information about constituents, categorize and manage cases, organize and schedule resources, support and enforce workflows, automate assignment of tasks, and track detailed activity histories…all in one system with user-friendly consoles that can be configured to suit each department (or even specific roles within each department!). Dashboards and reporting tools let you monitor key statistics at-a-glance, then extract the deeper data that will help you deliver more of your mission. 

The beauty of Salesforce.com is that it’s flexible and scalable. You can “test the waters” by using the system to address your highest-priority needs now, and expand it to include other operational areas later at your own pace. Below are just a few examples of how our clients are using the Salesforce.com platform to improve program efficiency and better manage their missions:

Helpline/Hotline CRM

Whether you have few people answering phones, or are operating a full-scale call center with dozens of agents, Salesforce.com enables robust data tracking of the constituents you serve, the nature of their inquiries, the responses you provide, and so much more! All within one, centralized system that cross-departmental team members can access, reference and help maintain. 

Eliminate reliance on disparate databases and inefficient “work-arounds” for handling mission-critical communications. With Salesforce.com, you’ll immediately realize greater:

• Consistency — Organization-wide alignment of knowledge base, available resources, and call-handling methodologies
• Insight — From call source and duration, to spikes in activity or topic frequency, to detailed demographics by caller type, Salesforce.com provides at-a-glance summaries tied to in-depth reports, allowing you to extract more meaning from your data!
• Effectiveness — Operating a Helpline/Hotline puts you in a position to gather rich information that can be leveraged to improve services, manage resources, inform advocacy and enhance fundraising.

Client Services/Case Management

Salesforce.com’s robust case-management functionality can be configured to support a broad spectrum of client services needs. Unique case types can be created for each of your different constituencies and categories of service, and tied to corresponding processes and workflows. Use the system to organize a library of all your best-of-breed solutions: brochures and publications, answers to common questions, information about support networks, even a searchable database of professional referrals. Then, configure standardized workflows that ensure critical steps are completed for each case, and nothing slips through the cracks.

Using Salesforce.com for managing cases and client services can help you to:

• Improve Service — Ensure everyone on the team is referencing the same set of information and best-practices when responding to client needs
• Create Continuity — From team member-to-team member, month-to-month, or year-to-year, Salesforce.com makes it easy for you to document and access complete case histories 
• Work Smarter — Wish you could (easily) identify your most common requests by constituent type?  Document shifts in the demand for certain resources? Track delivery of specific services for grant-reporting? Yep, Salesforce.com can do that!
• Leverage relationships — Get a 360-degree view, not only of each individual constituent but also the relationships between various constituent types…you can’t do this in Access!

Grant Application Processing

From application intake, review and scoring, all the way through to the awarding and disbursement of grants, Salesforce.com can help you consolidate the efforts of multiple contributors into a single, track-able workflow. Benefits of Salesforce.com for managing grant application processes include:

• Collaboration — Constituents and stakeholders across the country can access contacts, documents, communications and task assignments in accordance with role-specific permissions and security settings.
• Efficiency — Reduce data entry by pulling online applications directly into Salesforce.com, and integrate with Outlook to further streamline communications.
• Business Intelligence — Track and report on period-over-period histories of applications, awards, findings and outcomes.

Bringing it all together

Each of these solutions can be implemented on its own, in combination, or as part of a broader initiative to move to the Salesforce.com platform for enterprise-wide CRM, and even for fundraising. What if you could leverage Helpline/Hotline data to enrich fundraising relationships? Or more easily track Client Services/Case Management statistics to inform research and advocacy? Imagine what a 360-degree view of your constituencies could mean to your mission!

Looking for solutions you don’t see listed here? It would be our pleasure talk with you about your situation, and discuss whether Salesforce.com is a good fit for your needs. Please contact Beverly Hannay at 518-797-3438 or email. 
 

It’s every fundraiser’s dream: A 360-degree view of constituents’ interactions and relationships across your entire organization. From volunteer activities and event attendance, to donation histories and major gift cultivation efforts, to the ways in which they (or a loved one) are served by your mission…. Let’s face it: data “silos” just can’t give you the big picture you need in order to make the most of these connections!

That’s why progressive nonprofits around the world are moving to the Salesforce.com platform. It offers an open and flexible array of tools that not only support fundraising strategies, but enrich them through the integration of enterprise-wide constituent data.

Depending on your needs, using Salesforce.com for fundraising can be accomplished by configuring its native functionality to suit your business processes, or by implementing one of the many fundraising systems that have been developed to work seamlessly on the platform.

Heller consultants are fundraising technology experts. As such, if you’re considering a move to a new fundraising system we’re uniquely qualified to help you evaluate and select the software that best meets your needs. And when you’re ready to make the switch, we’ll draw upon our deep experience in system implementation and data conversion to make sure your transition is a success!

To talk with us about using Salesforce.com to enrich constituent relationships and enhance fundraising, please contact Beverly Hannay at 518-797-3438 or email.