Learn about how you can effectively manage relationships with donors and beneficiaries

1. This presentation will be recorded.

2. Session Objectives
• Discuss Project Background & Objectives
• Define what the offering is from Microsoft to
eligible nonprofit organizations
• Explore how CRM can meet the needs of
nonprofit organizations
• Provide a functional and technical overview
of Microsoft Dynamics CRM and the
Nonprofit Solution
• Let you know how to get it, how to learn
more, and how you can help the solution
continue to evolve

3. The “Offering”…
• Microsoft Dynamics CRM Online – Hosted in Microsoft
Data Centers and accessible via browser and Outlook
– Charity Pricing (75% Discount) - $9.99/user/month – 5-user minimum
• Microsoft Dynamics CRM On-Premise – Hosted on your
servers and accessible via browser and Outlook
– Available through TechSoup – server and user licensing
• Nonprofit Solution – A package of customizations that
“translates” the fields, labels and functionality into nonprofit-
centric terminology and processes
– Free of charge

4. Why CRM for Nonprofits?

5. What is CRM and why do NGOs use it?
What it is Why NGOs use it
• CRM = Customer • CRM = Constituent
Relationship Management Relationship Management
• Enables view of customer • Enables view of donors,
during lifecycle and volunteers, clients, & entities
relationship of individuals that interact with the nonprofit
with organizations
• Process automation for case
• Process automation for management, client tracking,
marketing, donor engagement, etc.
communications,
relationship management • Enables division of tasks and
resources among client or
• Enables division of tasks donor facing teams
and resources among
customer facing teams

6. An Oregon Pilot Story
• Kinship House – Essential child welfare and mental
health services to children and families during all stages of foster
care and adoption
• The Problems – Archaic systems, unreliable reporting, not able to
collect the data needed… As a result, most information was kept in
the Executive Director’s email and memory
• The Solution – Using Dynamics CRM Online, staff are now able to
consistently and accurately record information, produce accurate
reports, and focus on collaborating to manage their organization.

7. A View From Inside CRM

8. Think Beyond Traditional Donor Management…
• Nonprofit Solution is packed with functionality for:
– Donation and pledge management
– Grant management
– Member and constituent management
– Campaign management
– Contract and Services Management
– Case management
– Event management
• Tailored dashboards and reports
– Available within Outlook and off-line
• Integration solutions for online donations, integration with
other applications, your web site and more…

9. Solution Architecture

10. Extensibility
• Declarative customizations (no code, just point and click)
• Accelerators for Microsoft Dynamics CRM (these
accelerators are available at no charge)
– Nonprofit Solution
– Event Management Accelerator
– E-Service Accelerator
– Portal Integration Accelerator
– Extended Sales Forecasting
• Windows Azure for complex scenarios requiring .NET code

11. Integration with Outlook
There is seamless integration with Outlook 2007 – users only need to have one
interface to learn and interact with!
Outlook Tips:
- You can go “offline”, simply by clicking the “Go Offline” button. You
can continue to work without an internet connection, and your data
will be synchronized when you get connected again!
- Any email, task, calendar appointment can be associated with a
Dynamics CRM record - track your efforts towards a campaign or for a
client without re-entering information

12. Member & Constituent Management
Track related –
- Multiple Addresses
- Activities - phone calls, emails, letters, service activities, appointments, etc.
- Relationships – employee/employer, board member of, family
- Pledges and donations
- Cases
- Orders, Invoices
- Contracts
….and more
Terminology Tip:
- A Member may be an organization or a household
- A Constituent is an individual
Customization Tip:
- You can change the names and labels of entities and fields

13. Donation Management
Donations may be related to a Constituent, Member, Pledge, Program and/or a Campaign.
Workflow suggestion: When a donation is recorded, you may
choose to run a “workflow” that automatically sends the donor
a “thank-you” email with data from the record, and notifies
appropriate staff of the transaction based on the amount.

14. Pledge Management
Pledges are promises of donations and may be set up to receive multiple payments
over time.
Workflow suggestion: When a pledge is recorded, you may
choose to run a “workflow” that automatically creates a task
assigned to a specific staff member to send a special thank
you/reminder depending upon the pledged amount.

15. Membership Management
Memberships can be linked with a Constituent, a Member (organization or household),
or both. These records have a begin and an end date, and may have associated
benefits, donations and other activities.
Benefit Tip: When a membership is recorded, you may choose
to assign a default benefit such as “member promotion on web
site” either by using an automated or on-demand workflow.
These are often benefits that are not acknowledged but
require resources to fulfill.

16. Benefits Management
Benefits can include inventoried items such as cups or t-shirts, or they may be services
or subscriptions that a member can access. You can track what benefits have been
“fulfilled”, what the costs are.
Activities Tip: Be sure to record conversations or emails with
the constituent, especially the positive comments that may be
useful in communications with funders or future members.
Copy your communications coordinator so they can link back
to the specific situation.

17. Campaign Management
Campaigns are a collection of planning and communication efforts and may represent
a fund drive, an event or a simply a direct mail solicitation. Track responses to
campaign efforts – RSVP’s to events, donations prompted by a solicitation email, etc.
to know what is working and what is not…
Campaign Management Tip: Create a “campaign template”
with pre-defined planning tasks and activities that you can use
over and over again to save time.

18. Event Management
The Event Management capabilities within Dynamics CRM are extensive – track
responses to invitations, attendees, sessions, sponsors, speakers, vendors, team
members (staff, contracted help, and volunteers), donations associated with the
event, and so much more.
Event Management Tip: Track all of your costs for an event
including costs for printed materials, speakers, and other
activities as they are planned to be able to determine your
return on investment for each event.

19. Case, Contract & Services Management
Service Management can take the form of Service Activities, Cases, Contracts or Orders
for products and/or services. The flexibility of the service management components
provide a way to capture your services, associated notes and documents, and the
resources required to provide them - staff, facilities, equipment, and products.
Contract & Service Management Tip: All of the appointments,
tasks, emails and other activities can be integrated with
Outlook 2007 – so you only have one calendar to look at!

20. And more…
• Role based security provides administrators to manage access in a granular or high-
level manner depending on your business model and data security requirements.
•Communicate with staff using “announcements” that are displayed in the user’s
default work place.
• Users can manage their work “queues” – assigned and in progress
• Easily create “views” and reports that provide users and managers the information
they need.
•Capture inquiries on your web site, and integrate in other ways
• Manage the schedules of staff based upon their work hours and availability
• Track Facilities and Equipment, and their related service and maintenance
• Create a library of Knowledge Base articles for your staff, volunteers, board and
other users
• Create Word or email templates to merge your data into and save time
And more…

21. A View From Pilot Projects
Shawn Michael, NPower Oregon/TACS

22. Oregon Pilots – What the
nonprofits do…
• Kinship House – Providing essential child welfare and mental health
services to children and families during all stages of foster care and
adoption
• Girls Inc of Northwest Oregon – Inspires girls…to be strong, smart, and
bold…
• CCS – Rainbow Family Services Program – Services include community
support, support for children and youth with serious emotional and
behavioral issues, family therapy, independent living support for youth aging
out of the foster care system and treatment foster care

23. Who – Why Dynamics CRM?
• Legacy Systems – Antiquated, abandoned and fragmented data systems including
older FM Pro databases, Excel spreadsheets and mental lists of staff
• Key Problems to Solve – Could not run reports reliably or accurately, fragmented
data systems because staff needed easy access to data, could not effectively manage
relationships, no ability to extend systems to capture new types of data, no remote
data access, or at all in some cases due to housing on an older workstation.
• Key Benefits – Integrated and centralized data, flexible and reliable reporting, remote
and networked access to data, flexible data structure, work flows automated to
increase productivity and ensure effective management of relationships

24. Video: Child Focus

25. Helping Members Reach More
• PBSP is an organization committed to poverty reduction
goals by engaging the business sector by assisting in the
promotion and development of their corporate social
responsibility programs.
• PBSP strategy focuses on:
Education Health Livelihood and Environment
Enterprise

26. How PBSP is using the MS Grant?
• In terms of the Microsoft Donation, PBSP opted for
Exchange, CRM & Server 2008.
• Since PBSP is rebuilding our IT Infrastructure, Exchange will
be utilized to upgrade and migrate our current email system.
• Server 2008 will house and act as the Exchange Platform
• CRM will be utilized to track our member companies,
contributions and CSR interests in terms of project
development
• The 3 donated software has played an integral part in PBSP's
upgrade strategy

27. Expected Benefits
In addition to the donated software, PBSP also expects to utilize MS
Dynamics-AX, Sharepoint & Project server. All these tools in collaboration
with MS Office and Outlook, PBSP hopes to increase efficiency in the
following critical areas:
- Financial automation and reporting
- Project Inception, monitoring & reporting, along with financial
collaboration for budgeting, project fund balance and final reporting
- Knowledge-base sharing for all units of PBSP with Sharepoint
- Track all PBSP donors and stakeholders, enhance communication and
capacity building for all stakeholders using CRM
- The ability to track a project in all cycles and have the ability to make
relevant timely decisions, instead of after the fact.

28. QUESTIONS & DISCUSSION

29. How to get involved
• Get the Dynamics CRM and the Nonprofit Solution
– Dynamics CRM Online for Nonprofits: http://crm.dynamics.com/ngo
– Need On Premise? Need more than CRM? Check out TechSoup at
www.techsoup.org
• Get Expertise
– Microsoft Partner Network
• Get Involved
– Dynamics Community: http://community.dynamics.com
– CRM community page on TechSoup.org:
http://forums.techsoup.org/cs/forums/p/30194/106731.aspx#106731
– NPower: www.npower.org

30. THANK YOU