Using the Cloud
for Social Impact
Who We Are
• Mission-based social enterprise
• Founded in 2003
• HQ in SF with DC & NY offices
• Over 30 expert staff & growing rapidly
• Salesforce.com Foundation partner since 2005
Nonprofit Expertise
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Focused exclusively on the nonprofit sector
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Exceptional business analysis skills
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Unmatched Salesforce.com expertise
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Deep understanding of the social sector’s needs,
challenges, and constraints.
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Implemented 200+ Salesforce projects for nonprofits &
social enterprises across the globe
One topic:
Better service.
1. Evolution of Computing
2. Cloud Computing Model
3. Cloud Mission Management
Evolution of Computing
Post PC Apps
2010 Post PC Revolution
Mobile/Social Apps
2000s Mobile Cloud Computing
1990s Desktop Cloud Computing
1980s Client/server Computing
1970s Mini Computing
1960s Mainframe
Computing
Web Apps
Process Automation Apps
Business Logic Apps
Data Management Apps
Cheaper.
Timely-er.
More relevant.
Easier to access.
Social Network Surpasses Email
Cloud Computing Model
Traditional Data Center Model
Congratulations! You now own a 1998
Toyota Corolla!
Now: insurance, parking, maintenance,
fixed monthly payments.
If it breaks you pay for it.
Oh, and you’ll own it for 10 years.
Cloud Computing Model
Cloud Computing Model
Cheaper.
Timely-er.
More relevant.
Easier to access.
Traditional IT Cost Model
Cloud Computing Cost Model
Traditional IT Cost Model
Cloud Computing Cost Model
Interchangable Parts
Plug and Play
is the new
“Interchangable Parts”
HTML
FTP
XML
SOAP
WSDL
POP
SMTP
IMAP
UDP
(and other acronyms)
Cloud Mission Management
The most important person in the world:
the constituent.
What we’re good at
(or should be by now):
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Raising money
Telling our stories
Emailing lots of people
Tweetering (or whatever the kids call it)
• Filling out lots of paper forms
• Doing our jobs
How do you know?
• Doing our jobs
What we can improve:
• Understand your constituents
• Provide great service
• Do more with what we have
Cloud CRMs
What Nonprofits can do
with Salesforce.com
CRM
Development
Marketing &
Communication
Resource
Management
Contacts
Donor
Mgmt
Email
Marketing
HR and
Staff
Mgmt
Online
Donations
Websites
Volunteer
Mgmt
Orgs
Grants
Mgmt
Call
Center
Financial
Mgmt
Inquiries /
Requests
Email
Integration
Programs & Participant
Management
Client Intake
Referral Tracking
Plan of Service
Case Management
Service Provided
Assessments &
Outputs
Goals & Objectives
Outcomes
Management
The business of Salesforce
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$1.5 billion revenue run-rate.
Salesforce Foundation: 1-1-1 Model.
10 free enterprise licenses.
Advanced technology.
Free upgrades.
Flexibility and Accessibility
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Any modern browser
Mobile devices (iPhone, Blackberry, Android)
Multiple operating systems
Major email clients
Fully Section 508 compliant with
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Screen reader accessibility settings
Color-blindness graphic color correction
Accessible from anywhere with an Internet connection with
no software to install or hardware to setup.
Security and Scalability
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Secure (HTTPS, ISO 27001)
Always available (realtime mirroring to 3 data centers)
HIPAA compliant
Industry-leading system up-time and reliability.
Transparent: trust.salesforce.com.
Confidential: user security and permissions settings to silo
sensitive data.
Scalable: virtually unlimited concurrent users.
User Interface and Ease of Use
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Consistent user interface.
Modifiable through clickable user interface.
NPOs can modify and extend their instance without vendor
involvement – drives down ongoing costs.
Many 3rd party apps adopt standard Salesforce UI for
consistent interface – even across different applications.
Many interfaces are now fully drag-and-drop compatible,
including page layouts, reports, and dashboards.
Managing Your Mission
CRM
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First goal: know your constituents.
Track:
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Demographics
Relationships
Activities
Communications
All staff have access to the same, complete information.
Information is accessible anywhere, anytime – even on the road
or in the field.
Integrations: Google Apps, Outlook, Lotus
Get rid of the …
paper
Excel files
shared drives
any “duplicate of the Truth.”
Communications
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Integrate all your communication methods in one system:
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Phone
Email
Mass email
Twitter, SMS
Facebook
Private social networks
No more guessing who’s been in contact with whom, and what
they said
Integrations: Vertical Response, Constant Contact,
Exact Target
Development
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Development can track all fundraising activities, including:
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Individual donations
Pledges
Grants
Memberships
Events
Apps for online donations, event management
Fully customizable for high-touch, large value constituents
Integrations: Soapbox Engage, Linvio Payment Connect, Click
and Pledge, EventBrite
Program Management
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Track the specific information related to your programs:
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K-12 Alumni tracking (KIPP, Beyond 12)
Sustainable business certification (B Lab)
School leader recruitment and development (New Leaders for
New Schools)
Sustainably harvested wood certification (Forest Stewardship
Council)
High school student mentoring (BUILD)
Grant making management (Give2Asia)
Veteran networking and support (Iraq and Afghanistan
Veterans of America)
Special case: Case management
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Cloud CRMs are great for multi-program, case management
organizations:
Get a single, clear, 360° view of each constituent
Simplified intake and enrollment process
Track enrollments across various programs
Referrals to internal programs and external agencies
Client assessments and service plans
Outcomes tracking and measurement
Why program management in the cloud?
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More time with clients.
Better information.
Coordination among multiple touch points.
Visibility from funding to service to outcomes.
Easier reporting to funders.
Sector benchmarking and measurement.
Resource Management
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Volunteers
Human Resources
Financial
Advocacy
App Exchange
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100s of integrated applications
Easy installation
Competitive marketplace means constant innovation and
favorable pricing.
Old apps can be swapped out for a new app with little to no
downtime or interruption.
Reporting
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Built-in analytics and reporting engine with:
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Real-time reports and dashboards
Drag-and-drop creation and editing
Analytic snapshots for historical and trend reporting
Sharable dashboards through scheduled emails or web
publishing.
Publically accessible and full-featured API for integrations with
virtually any Internet-based application
Business Intelligence tools allow for mash-ups of multiple data
sources (e.g. NPO data and a government public data source), for
complex outcomes tracking and benchmarking.
How do you know your social impact?
Measurement.
Outcomes and Reporting
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Outcomes measurement is a growing need for nonprofits.
Outcomes methodologies and metrics are not standardized across
the sector.
As the sector develops outcomes tracking standards, metrics
applications can be incorporated into Salesforce and made
available to sector participants.
Examples:
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IRIS Standards and PULSE
GIIRS and B Lab
Social
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Portals
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Volunteer portals
Grant application portals
Program application portals
Reviewer portals
Chatter
Other integrated applications
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Financial management
Contract management
Online surveys
Call centers
Aggregation and Analysis: Create sector- or servicespecific outcomes repositories for benchmarking and
research.
The future is mobile
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Cloud computing in inherently mobile: available anywhere
with a computer and an internet connection.
Swiping a credit card on an iPhone.
Mobile phone banking in developing countries.
Salesforce Touch.
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Less time spent on paperwork, means more time face-to-face
with clients
Attendance tracking
In-person surveys, canvassing
Case Studies
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100+ countries
Health care, human rights, economic
development, governance, techonology,
environment, and more
Created on-boarding process for new NPOs
Integrated email marketing
Submit
Assess
Approve
Award
Applicant Portal
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1
Users can submit
candidates to be added to
Global Giving’s roster of
projects.
2
Global Giving staff review the
candidates and manage the
complicated, multi-step
onboarding process in
Salesforce.
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Approved projects are added to
the Global Giving website and
can receive funds from their
141,066 (and growing!) donors.
All grantees and donations
managed in Salesforce.
Submit due diligence
documents via portal
Global Giving partners
review
Confirm or rule out eligibility
English/French portal for
Pepsi Refresh Canada
Recruiting
NLNS serves 12
locations using a
Custom Visualforce
Application built using
the Salesforce Portal.
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Applicants can apply online
through NLNS online
application portal.
Application
Selection
NLNS currently handles
approx.:
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10,000 leads
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1,800 initial applicants
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800 applicants who
complete the
application and
evaluation process
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and 100 awardees
annually
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NLNS reviews the applications
and manages the onboarding
process within Salesforce.
Participant
Management
… all while tracking
the performance of
existing NLNS
principals/schools.
3
NLNS tracks principal and
student performance both
locally at each city, and
nationally.
Alumnus
Management
Since 2000, NLNS has trained
more than 440 urban school
leaders, serving 200,000
students in twelve cities.
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Finally, NLNS tracks alumni,
and manages relationships
within Salesforce.
Exponent Partners created Corporate Social
Responsibility (CSR) platform. Enables Cisco
employees to give back to the community in
the form of matching funds from the foundation
for both donations as well as volunteering
hours.
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Donations
Volunteer
hours
Match
Verification
60,000 internal users
> 2,000 nonprofit organizational users
1st year: 27% usage
rate (16,365 users)
=
1
Employee Portal
60,000 employees
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Find approved NPOs globally
Online donations
Donation matching
Volunteer time
CISCO Foundation
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Giving has doubled
each year since
2008
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Donation matching
Volunteer hour subsidy
Payment management with
donor advised fund
Orgs are validated by Office of
Foreign Assets Control (OFAC)
Nonprofit Portal
> 4,000 organizations
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2nd year: $3.1 million in
matching gifts
Review and accept donations
Review and confirm volunteer
hours
$1 million in matching
gifts in the first three
weeks of 2010
9 Business Processes
Deployed in 13 months
Venture, Youth Venture,
Fellowship, Finance, Global
Team Fundraising, and more.
Find social
entrepreneurs
Vet
Select
Support
?
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2
3
4
Venture / Youth Venture
Venture
Selection
Fellowship
Ashoka searches for social
entrepreneurs around the world
to become Ashoka Fellows:
“The 1 in 10,000,000.”
Nominated entrepreneurs are
vetted by Ashoka staff and other
Ashoka Fellows.
After extensive vetting, new
Ashoka Fellows are onboarded
and become part of the Ashoka
community.
Ashoka staff use Chatter to
collaborate on business
processes and for internal help
desk management.
Programs in over 30 countries
and supports the work of over
2600 Fellows.
Employs 160 staff in 25 regional
offices throughout Africa, the
Americas, Asia, Europe, the
Middle East, and North Africa.
Questions?
Ma
“Exponent Partners helped get us out of the business of hosting and managing
our IT infrastructure, and into the business of using CRM tools effectively to advance
our mission. Their entrepreneurial fiber and deep knowledge of the Salesforce
solution were indispensable.”
- Romanus Berg, CIO, Ashoka
Exponent Partners
800.918.2917
Sean Speer
East Coast Account Manger
sean@exponentpartners.com
info@exponentpartners.com
Next session
“COA in Heaven:
How the Council on Accreditation
Moved to the Cloud”