get what you need from crm
TRANSCRIPT
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Getting What You Want From CRM (Or At Least See Some Really Some Really Cool Stuff)PRESENTED BY JULIE VARGO, THE OHIO STATE
UNIVERSITY
JULIE GONZALEZ, BLACKBAUD
WENDY JACCARD, BLACKBAUD
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• The Ohio State Project Overview
• Example of Custom Configuration
- Recognition Credits
• Examples of Custom Development
- Custom Screens
- Addressees and Salutations
- New Fund/Designation Workflow
- Limited Query/Selection Based Reports
- Image Based Processing (complex interface with OnBase)
AGENDA
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• Project Timeline - Sept. 2009 – Sept. 2011
• Replacement of 5 custom built systems
• Project was a true partnership between Blackbaud and OSU
• Core Team
- 9 Blackbaud team members
- 12 OSU Technical team members
- 45 OSU Functional team members
OSU PROJECT OVERVIEW
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OSU PROJECT TEAM
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• They go on EVERYTHING. OSU is using various credit types, along with gift
type to include/exclude gifts in giving societies and reports, depending on the
situation.
• Spouse – all spouses get credit for gifts. When looking at household giving,
“Spouse” credit type is filtered out to give deduped view of giving.
• Owner vs. Third-Party vs. DAF/Fam Fdn – for certain giving societies, gifts
“count” if a donor gives through a business he/she owns or through his/her
donor advised fund or family foundation, but not other third-party gifts.
Therefore, credit types of Owner and DAF/Fam Fdn are used to include certain
gifts and Third-Party to exclude others, but all can be included for recognition
purposes if desired in other circumstances. (Includes Spouse-Owner, Spouse-
Third-Party, Spouse-DAF/Fam Fdn
• Pass-Through – donor gets credit because the gift was made due to them,
although the hard credit donor is another entity; i.e. company payroll gifts,
United Way, etc. Also created to accommodate giving societies, etc.
• Previous Spouse – when deduping for a household, these gifts should NOT be
filtered out, because they are not duplicates of credits on the other spouse’s
record. They represent gifts shared with a previous, former spouse.
RECOGNITION CREDITS
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• President’s Club
- What “counts”: gifts made within a calendar year to non-athletic purpose
funds with the following recognition credit types:
RECOGNITION CREDIT USE EXAMPLES
Joint Members
•Self
•Spouse
•Owner
•Spouse-Owner
•DAF/Family Fdn
•Spouse-DAF/Family Fdn
•Matching
•Spouse-Matching
•Pass-Through
•Spouse-Pass-Through
•Previous Spouse
Single Members
•Self
•Owner
•DAF/Family Fdn
•Matching
•Pass-Through
What doesn’t count, ever:
• Third-Party
•Spouse-Third-Party
•Non-eligible
•Spouse-non-eligible
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• Buckeye Club
- What “counts” toward membership: gifts made within a calendar year to a
specific athletic fund with the following recognition credit types:
RECOGNITION CREDIT USE EXAMPLES, CONT.
Members
•Self
•Owner
•DAF/Fam Fdn
•Third-Party
•Pass-Through
•Matching
What doesn’t count, ever:
•Non-eligible
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• Ticket Point Calculations
- What “counts”: all gifts with the following recognition types:
RECOGNITION CREDIT USE EXAMPLES, CONT.
Joint Members (calculated on
primary member only)
•Self
•Spouse
•Owner
•Spouse-Owner
•DAF/Fam Fdn
•Spouse-DAF/Fam Fdn
•Third-Party
•Spouse-Third-Party
•Pass-Through
•Spouse-Pass-Through
•Matching
•Spouse-Matching
•Previous Spouse
Single Members
•Self
•Owner
•DAF/Fam Fdn
•Third-Party
•Pass-Through
•Matching
What doesn’t count, ever:
•Non-eligible
•Spouse-Non-eligible
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• Can be created using standard system fields or include custom
features
• Bring together related pieces of data that normally reside all over the
place in the system.
• Serve a specific purpose, in this case President’s Club and Ticket
Point information.
CUSTOM VIEW/SCREEN
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PRESIDENT’S CLUB
Recognition levels
from Recognition
Programs tab.
Filtered on annual
program only.
Interactions and
constituent
attributes pertaining
to PC only
Recognition levels
from Recognition
Programs tab.
Filtered on lifetime
program only.
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PRESIDENT’S CLUB, CONT.
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TICKET POINTS
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• Applies specific addressees and salutations to records automatically
according to custom rules.
ADDRESSEE/SALUTATION CUSTOMIZATION
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ADDRESSEE/SALUTATION CUSTOMIZATION CONT.
Title configuration allows the appropriate
user to assign ranks to each title. This
ranking is used in the customization to
determine the order of names, etc.
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ADDRESSEE/SALUTATION CUSTOMIZATION CONT.
Suffix configuration allows the
appropriate user to set suffix types
that drive some of the rules around
how the names are formatted.
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• Example of simplifying an “out-of-box” process that would be time
consuming for a high volume customer.
• Also provides a “quick/dirty” workflow for creation of a
fund/designation
• Combined what would have been going to several different screens
into one.
FUND / DESIGNATION CREATION WORKFLOW
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NEW FUND WORKFLOW
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NEW FUND WORKFLOW
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NEW FUND WORKFLOW
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• Out of the Box Query is powerful, but is overwhelming for non-data
analyst users
• OSU had a limited query tool as part of their legacy system.
• OSU built a simplified version of Query. It allows users to query for a
selection of users and produce various reports from the selections
• Even with the simplified version, training on this part of the system has
proven to be challenging and is still a work in progress.
MY REPORTS/LIMITED QUERY
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MY REPORTS/LIMITED QUERY
Out of the Box Constituent
Query Options – AND THIS IS
NOT ALL OF IT
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MY REPORTS/LIMITED QUERY
OSU Limited Constituent
Query
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MY REPORTS/LIMITED QUERY
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MY REPORTS/LIMITED QUERY
One of the several custom reports that can be generated from a custom query.
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• OSU had a legacy system that allowed the gift processors to perform
image base processing
• A must have to successfully implement BBEC was to continue to be
able to process gifts via images.
• A complex real-time interface was built between OnBase (Hyland
Software) and BBEC.
• Data is transferred both ways.
• Interface allows users to scan gifts and gift documentation into
Onbase and create a revenue batch within BBEC.
• It also works for electronic lockbox gifts and documentation.
IMAGE BASED PROCESSING
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IMAGE BASED PROCESSING
Processor puts
focus on a row in
the batch.
Image of scanned
doc appears on
monitor
Additional
Customization was
built to display
additional Constituent
Information
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QUESTIONS