blackbaud crm after go-live
DESCRIPTION
By Aileen SandovalTRANSCRIPT
CRM: Life After Go LivePRESENTED BY AILEEN SANDOVAL
A successful project does not guarantee
success.
Presentation Objectives:
1. How to prepare for Go-Live, and the post Go-Live period
2. What you can & should do to help you be successful
3. How to transition from project mode to growth mode
Getting to Go-Live
You Project Team
SupportStrategic Services
•Who are they?
•What is their purpose?
•How do they help?
Getting to Go-Live
4 months
Getting to Go-Live
The Project Implementation Team
You
Project Team
SupportStrategic Services
Go-Live Help
•Risk Register
•Cut-over Plan
•GLAT
1. Re-visit your risk register (the Sleep Easy plan)• Create a mitigation plan for all outstanding items• Revisit every 2 – 3 weeks
2. Take cut-over planning seriously• Talk through everything that has to happen – 6 & 6• Work with vendors to create back-up plans• Set realistic expectations with executives
3. Work with GLAT• Go Live Assurance Team• Dedicated to your go-live success• Experienced with go-lives, quick responses
Getting to Go-LiveProject Team, 4 months before go-live:
Getting to Go-Live
The Support Team
YouProject. Team
Support
Strategic Services Go-Live
Help
•Help Desk Readiness•Support Planning•Dedicated Tech Acct Mgr •24/7 Access•Project Lead Expertise•Escalation to R&D•Customization Support•Hosting Support
1. Let your Technical Account Manager (TAM) be your advocate• Build the relationship• Knows your systems & business practices
2. Conduct Help Desk Readiness Assessment • Complete 2 months before Go-Live• Identify SMEs throughout your organization - not just on your
help desk• Build frontline support. Your help desk is not your first tier of
internal support – it is your final tier.
3. Work with TAM to train your Help Desk team on CRM• Effectively triage issues• Resolve users most critical needs first• Recognize trends in questions and/or issues reported
Getting to Go-LiveSupport, 4 months before go-live
Getting to Go-Live
The Strategic Services Team
Go-Live Help
•Ease the strain of Go-Live•An extension of your team•Supplemental Staff•Flexible agreements•Optimize CRM•Super-charge campaign management
YouProject Team
Support
Strategic
Services
1. Try short term agreement during Go-Live• Manage campaigns with drop dates within go-live window• Staff supplementation for ‘catch up’ work• Avoid the Finder Number Gotcha Game
2. Retainer contract for business intelligence needs• Learn to leverage 360-degree constituent information• Automated, sophisticated campaign reporting• Integrate new data sources into fundraising strategy
3. Be Creative• Strength is expertise & flexibility
Getting to Go-LiveStrategic Services, 4 months before go-live:
Getting to Go-Live
YouProject Team
Support
Strategic
Services
Go-Live Help
•Blackbaud knows the system, but no one knows your organization better than you.
Go-Live
Go-Live
3weeks
Final Conversion
End User (Functional) Training
Internal Hand-off
General Release (Go Live Day)
•Supplement your staff
•Prep for first ‘big pull’
•Plan execution for data uploads
•High alert during go-live
•Resolve issues with increased focus
•TAM may visit on-site
•On-site, targeted support
•Hands-on issue resolution
•Coordinate communications
•Coordinate daily stand-up with internal teams, Strategic Services & Support
Go-Live
YouProject Team
SupportStrategi
c Services
Go-LiveYou: • Get plenty of sleep
• Most common issues are security / permissions
• Most troublesome issues are usually related to the person under the umbrella
• Whenever possible, avoid scheduling high-volume direct mail pulls for 2 – 3 weeks after go-live
• Set clear expectations with executive teams
• Expect long days and plan for overtime
• Lead with grace and humor
YouProjec
t Team
Support
Strategic
Services
We’re live. Now we SNaG.
SNaG-ing ROI
90days
Stabilize (0 – 30)
Normalize (31 – 90)
Grow (90+)
MO
RA
LE
&
P
RO
DU
CT
IVIT
Y
Current Performance
Flashback: The Change cycle Future
Performance
TIME
Denial
Bargaining Resistance
Acceptance
Act
Anger
Commitment
Change Cycle – The SequelGrow
Denial
Bargaining Resistance
Acceptance
Act
Anger
Commitment
Stabilize
Normalize
Go Live
SNaG-ing ROI
0-30Stabilize
• Meet regularly to review Support cases…………
SNaG-ing: Stabilize – 0 to 30 days
• Provide hands-on support to your internal campaign and data management team
• Coordinate and manage Acknowledgements for revenue received during cut-over
• Resolve open issues
• Transition customizations to Support
YouProject Team
SupportStrategi
c Services
• Your TAM reviews your open Support cases daily
• Monitors all cases against support standards
• Automatically alerted on “critical” cases
• For escalated critical cases: :o Confirms with you that an issue
is “critical”o Work with you to understand
impact and set expectationso Internally, drives case to
resolutiono Communicates progress &
resolution
SNaG-ing: Stabilize – 0 to 30 days
YouProject Team
SupportStrategi
c Services
• Prioritize. Is it a critical, revenue generating business process?
• Yes - Not functioning or prevented from functioning? = Critical
• Yes - Functioning but delayed or impeded? = Problem
• Yes - Annoying and burdensome? = Defer• No? = Defer
• Have a backup plan for critical reports
• Pace yourself and your teams. Remember – this is a long-term proposition.
• Empower your teams. As great as Blackbaud is, we will never be as good at your mission as you are.
SNaG-ing: Stabilize – 0 to 30 days
YouProject Team
Support
Strategic
Services
SNaG-ing ROI
31-90Normalize
• Support your Experts, and expand internal support skill sets
• Supplement staff and provide support during ‘Firsts’:
• First monthly credit card / direct debit run
• First Month-end Financials• First Quarter-end Financials• First environment refresh• First service pack
SNaG-ing: Normalize – 31 to 90 Days
YouProject Team
SupportStrategi
c Services
• DO NOT meet every day to review issues. Consciously reduce pressure.
• Do meet regularly with your TAM, Strategic Services Relationship Manager, and Sponsor
• Recognize and celebrate the ‘new normal.’
• Catch up on PTO
SNaG-ing: Normalize – 31 to 90 Days
YouProject Team
Support
Strategic
Services
SNaG-ing ROI
90+GROW!
SNaG-ing: Grow - 90+ days
(This is the most important part.)
GROW
• Enhance campaign efficacy with data services
• Grow donor base through acquisition services
• Enable strategic growth through strategic services
• Plan upgrades
• Monitor product road map
• Engage in future-phase projects and customizations
• Advanced Training
SNaG-ing: Grow - 90+ days
YouProject Team
SupportStrategic Services
• Invest in skill building. • Integrate CRM skills into competency
assessments • Change job descriptions
• Develop a plan to onboard new staff
•Establish self-governing user groups
•Communicate, communicate, communicate
• Confirm your governance model• How will you determine the mid and long
term path of the system?
• Measure your success. Measure against your project metrics……..
SNaG-ing: Grow - 90+ days
YouProject Team
Support
Strategic
Services
• Plan for and create new metrics. • Identify a new campaign that will leverage
all aspects of CRM • Segments & Smart Fields• Finder numbers & Source codes• Scoring, etc.
• Compare old to new: • Production time & mailing stats• Response Rates & Revenue
• Benchmark operational tasks (Six Sigma)• Measure your progress at improving
efficiency.• Before go-live, at go-live, and then monthly • Measure effort and volume
SNaG-ing: Grow - 90+ days
YouProject Team
Support
Strategic
Services
• Recognize efficiencies gained. Publish a running list of tasks that have been eliminated, or are rarely performed due to improvements in business processes.
• Create and follow an upgrade plan. Blackbaud can work with you to develop and manage your plan.
• Blackbaud will always be your partner, but YOU must push the limits of your system. CRM was designed to be flexible and change with your needs. Plan for change!
• Dream big!
• Come to bbcon! Austin 2015!!!!
SNaG-ing: Grow - 90+ days
YouProject Team
Support
Strategic
Services
Grow – CRM Community
A successful project doesn’t guarantee
success. You must plan for growth. #bbcon
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