MS Dynamics CRM Development for a Non- Profit Organization

Customer Profile

Customer is a recognized non- profit leader in building a stronger and more vibrant community. Their mission is to inspire people to help others, increase resources to meet needs and develop innovative solutions to problems.

Business Situation

Customer is a large independent organization. With a population base of almost 3,000,000 people in its country, the organization garners donations from less than 1% of the population. This leaves a huge untapped potential donor base that the employees did not have time to reach. Connecting with their existing donor base and spending more time with potential donors is critical to the mission of the organization. The current systems in place at the client site did not facilitate easy, timely or personalized connections. In addition, the current system and paper-based data sources took away valuable field time from the clients representatives - time that could have been spent recruiting new clients and donors.

Solution Offered

Microsoft Dynamics CRM 3.0 was implemented by ESS for customer to provide the single source of client and donor information that was previously lacking in their CRM product and various paper-based tracking systems. Capitalizing on the tight integration of Microsoft Dynamics CRM with Microsoft Outlook 2003, the users were able to quickly adapt to the new system by using the intuitive, common Outlook interface that was already implemented at the client site. Custom application development was used to migrate existing data, integrate further with existing legacy systems and develop custom reports.

Technology Used

• Microsoft Dynamics CRM 3.0
• Microsoft Outlook 2003
• Microsoft .NET Framework
• ESS India CRM Implementation Methodology

Benefits derived from the solution

• Customer has benefited tremendously from this new implementation. The organization counts this application as critical to its ability to newly connect with clients and donors in a much more strategic, targeted and easy manner. The Customer staff logged 18,000 donor related activities in the first year of implementation - visibility and tracking that was impossible before CRM was implemented at the organization.
• Data through the CRM system is now available in a matter of minutes which provides Customer to better plan future campaigns and provide management with statistics that previously took months to compile. This real-time access includes insight into how current campaigns are progressing which allows the management team to adjust activities accordingly to reach their goals.
• Field staff productivity is greatly improved as well. Field staff can now disconnect from the network and take their CRM data with them on their mobile device - providing critical client and calendar data for their meetings.
• The marketing staff is also finding the tool to be very powerful. Now the team can put together targeted newsletters and communications that were previously manual and very time-consuming. The companies that receive these communications feel a sense of connectedness that is meant to increase donor interest and awareness.
• Another benefit is the overall ease of use of the system; each year hundreds of temporary personnel are loaned to the organization and the system, with its familiar interface, allows the staff to train them in minimal time.
• The event management functionality modules of VitalDB are offered as a standalone event management system.
• Bookings of seats and / or tables are available, with varying costs, food preferences if required, event sessions including their management, speakers, accommodation, and more.If some of the functionality is not required - eg multiple daily session management - it is not visible after event setup, to ensure intuitive user interaction with the system on an event by event basis.

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