thankQ ppt Template - thankQ CRM software

Report
Top 10 tips when
implementing a CRM
system
Kevin Weaver
CFG IT Conference – 20 March 2013
the countdown – number 10
Think fully around user training - not just
end user training for initial go live
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•
•
•
Refresher training on-going
For staff newly recruited or with changed roles
Making the most of the system you’ve invested in
Expanding your use of the system beyond initial go
live
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the countdown – number 9
Consult the market – it’s living and changing
in terms of products and suppliers
• Products
• Richness of functionality / Usability
• Road map
• Ability to grow with your needs
• Suppliers
• Ethos / Matching vision
• Methodology
• Support
• References – friends, contacts, consultants, suppliers
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the countdown – number 8
Involve your stakeholders along the way at
appropriate stages
• To maintain enthusiasm and momentum
• Board
• Managers
• End users
• Involve at the right level – avoid design by committee
and unnecessarily lengthening the design phase
• Regular updates internally
• Publicise your achievements as you go (e-newsletters,
intranet etc)
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the countdown – number 7
Make sure that there is a real business case
for a new system
• Is there a real need for a new system
• Who do you need to consult?
• What do you want to achieve?
• How will you measure your achievements?
• Can your existing system meet your growing needs?
• Do you need a detailed functional tender?
• ROI
• Open interpretation – by suppliers
• …or supplier workshops / review the market first?
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the countdown – number 6
Keep the plan and system simple – wherever
you can
• Understand vanilla capabilities before bespoking
• Is the system mature and used by similar organisations?
• Be open to changing your processes to fit a product
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•
•
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Simplify upgrades
Minimise time to go live
Keep your costs down
Align with best practice
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the countdown – number 5
Plan for moving beyond the initial go live
• How will you make sure the system is a success and
beds in?
• Measuring and publicising achievements
• Efficiencies, time saving and ROI
• Staff focusing on activities that make an impact for your
organisation vs time consuming low level admin
• Internal user forum and champions
•
•
•
•
•
Best practice
Managing concerns
Reviewing system use
Ensure initial enthusiasm is maintained
Internal support and training
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the countdown – number 4
Appoint a “good” and willing project manager
•
•
•
•
•
•
•
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Sufficient time dedicated to the role
With authority to make decisions
Trusted and respected
Communicates and collaborates well
Knows your business processes
Knows what you need to achieve
Has relevant experience
Accountable to an involved project sponsor
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the countdown – number 3
Plan for and invest highly in user acceptance
testing
• Key staff will need time protected for this
• Probably more than you initially think and the right
staff
• Critical in ensuring the implementation gives you what
you need
• Prepare thorough business process scripts well in
advance
• Consider integrations and data brought across too
• Needs to be thorough and complete
• only test issues raised have been appropriately dealt
with afterwards
• avoid
repeated / incomplete UAT phases
software
to smile
the countdown – number 2
Accept that change will happen during the
implementation and plan for it
• Implementations may not happen quickly
• Your needs at the end may not be the same as the
initial needs identified
• Change control processes during the implementation
• Consider impact on budget and timing for project delivery
• Staff will leave, new staff will join, existing staff
may change roles
• Risk assess regularly and plan actions and
responsibilities for mitigation – in advance
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the countdown – number 1
…and watch out for HMRC moving the goalposts
• Online government gateway gift aid claim submission
• “Charities Online” from 22 Apr 2013
• paper claims accepted until at least 30 Sep 2013
• not a long transition period
• Includes automatic amendments to already claimed gift aid
• no longer through manually sending a cheque back
• Faster repayment – within 15 working days
• R68(i) claims repay within 30 days
• Costs and preparation
• Your internal processes
• Your CRM / Fundraising systems
• …and other external agencies / integrated products too
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charities online – claim using an online
form
up to 1,000 Gift Aid donors
complete and attach schedule spreadsheet to
the online claim form
no limit to the numbers of claims you can
submit
• HMRC published the new schedule spreadsheets with
explanations on how to use them last Friday (15 March
2013)
• look for Charity News on the HMRC site
• along with details on how to sign up to use Charities
Online
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charities online – claim through your
database
for those who file Gift Aid claims for more
than 1,000 donors

although it can also be used to make smaller
claims
send one claim per day directly from your CRM
and fundraising system

with details of up to 500,000 Gift Aid donors.
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charities online – claim using a paper
form
for those who don't have access to the
internet
a new form, ChR1, replaces all existing R68
claim forms
• ChR1 forms can be ordered from the HMRC Charities
Helpline from 25 March 2013
• continuation sheets (called ChR1CS) can be requested
• allowing for up to 90 Gift Aid donors in each individual
claim
HMRC will automatically scan the information

so
may be made quicker
software
to payments
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gift aid small donations scheme
new scheme being introduced in April 2013
applies to cash donations of £20 or less

collection boxes, tins, buckets, …
no need to collect donor declarations
claim on total donations of up to £5,000 per
year
the 'matching rule‘

every £10 of donations claimed under GASDS must
be matched with £1 of donations claimed under
Aid in the same tax year
software Gift
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experiences and lessons learned within
the group
…otherwise known as “what did I miss?”
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links
HM Revenue & Customs to introduce online Gift
Aid filing system on 22 April (third sector,
22 Feb 2013)
Charities Online: making your Gift Aid
repayments quicker and easier (HMRC)
Using R68i forms during the transition period
(HMRC)
Charities Helpline (HMRC)
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