United Way Success Story

“Ideaca helped fix our existing Dynamics Solution and enhanced it to help us manage multiple aspects of our organization including: relationships with our donors and donor organizations, campaigns and campaigns participation, giving, reporting and volunteer projects management.”

- Len Francis

Director IT, United Way Calgary

Business Situation United Way Calgary wanted to utilize Dynamics CRM 4.0 to manage relationships

with constituents, report on constituent activities and donations and manage

volunteer projects for both organizations and volunteers. Unfortunately, the

implementation of Dynamics CRM done by another vendor did not meet

expectations and fulfill required functionality resulting in the following challenges:

• Low user adoption as the CRM data was not trusted

• Existing reports were not designed properly, therefore, slowing down CRM

• Ad hoc reports could not be built by the users due to inadequate training

• Lack of edit functionality in CRM and poor CRM interface usability

Solution United Way Calgary brought in Hitachi Solutions (formerly known as Ideaca) to

repair the existing Dynamics CRM 4.0 implementation as well as integrate eight

tables (2 way) with their legacy ERP software (Sage Rainbow). The specifications

include:

• Using Scribe and SQL to integrate the eight tables

• Added enhancements to the existing implementation such as: SQL reports, creation

of new entities and development of custom portrait tool

• Net programming and JavaScript were used to create data validation rules that

match the ERP and keep the data consistent in both systems

• Custom code was also used to help the business to create multiple opportunities

based on the previous year’s donations

• Other developments include a new email router to support multi-destination email

messages, an entity record synchronization plug-in to copy fields between records,

NON-PROFIT ORGANIZATION IMPROVES CONSTITUENT RELATIONSHIP MANAGEMENT AND INTERNAL USER ADOPTION WITH DYNAMICS CRM

CUSTOMER PROFILE United Way gives individuals and families the opportunity to reach their potential and improve their quality of life. Whether funding programs that teach conflict-

resolution skills to a high-risk family, enable a senior to live

independently, or help a high school student stay in school, United Way’s

impact is local, tangible and meaningful.

INDUSTRY

Non-Profit

LOCATION Calgary, AB

Dynamics CRM

“Ideaca helped fix our existing Dynamics Solution and enhanced it to help us manage multiple aspects of our organization including: relationships with our donors and donor organizations, campaigns and campaigns participation, giving, reporting and volunteer projects management.”

- Len Francis

Director IT, United Way Calgary

and jQuery auto complete to validate and improve the user experience when

updating addresses

Benefits

• Increase number of users and adoption rates with data consistency

• Significant time savings due to better reporting functionality

• Creation of opportunities was reduced by days from previous process

• Simplified Graphical User Interface (GUI) reduced CRM user training time and

increased usability

• Enhanced constituent communications by enabling integrated letter and email merge

of contact information

• Complete view of constituent contact points (voice, home, business, mobile, fax,

email, URL) in CRM