Transcript: Revolution Online: CRM Options for Enterprise Nonprofits

On November 16, Heller presented the seventh and final installment of our CRM Options for Enterprise Nonprofits webinar series designed to help organizations learn more about today’s CRM solution marketplace. We also hope to help organizations understand and overcome common obstacles preventing them from adopting new technology. Below is the transcript of this installment focused on Revolution Online, a CRM built by ROI Solutions.

To get the full context and view the demo of Revolution Online, please view the recording here:

View the webinar

Keely Jones: Thank you everyone. Good morning. Welcome to the final session of our seven-part series on “CRM Options for Enterprise Nonprofits.” Today’s session is going to be focused on ROI Solutions. We’re joined by Jason Robbins from ROI Solutions to show the benefits of their platform and provide a demonstration of many of its powerful features. We’re super excited to have them.

I’m Keely Jones from Heller Consulting, a project manager, and I’ll be your moderator today.

This webinar is a final in a series of seven, covering the most popular “CRM Solutions for Enterprise Nonprofits.” As with the previous sessions, we’re going to be sending out a recording of this session as well as slides by the end of the week. This is the very first in the series with an overview of CRM Options and how to get started with an initiative and start selecting the appropriate software for your organization. I encourage everyone to look at the webinar on our website, and the link is in the chat screen as well.

Today we’ll be talking with ROI Solutions, but over the last few months we’ve been looking at solutions from Nonprofit Success Pack, Blackbaud CRM, and NGO Connect, ClearView CRM, and StratusLive. Our hope and our intention is that this provides you with a good view of what’s available in the marketplace when you go to look for a new CRM or any fundraising system.

About Heller Consulting

I’m just going to note a few things before we turn it over to ROI Solutions. If you’re just getting to know Heller Consulting and our services, our core expertise is working with nonprofits in the nonprofit sector and technology and platforms. We’ve been working with this sector for over 20 years. Everyone on our team has come from the nonprofit background and field. We start with CRM strategy and design, which includes vision planning, architecture design, needs analysis, change management and support, all before you begin an implementation.

We do a lot of work on the actual technical implementation of your CRM, when the organization is ready, and varying, and ready to go with the new platform. All of our implementations include change management, training, and support, to make sure that initiative is adopted and successful. Lastly, we do a lot of work with organizations after they’ve implemented their CRM systems on how to effectively use and optimize this system to achieve your fund raising, engagement, and user and adoption role.

Business Intelligence and Analytics

Before we get into the main presentation, I want to briefly highlight a few concepts about business intelligence and analytics from the first webinar that I think would be important to keep in mind as we go through this. If you want more details, please watch the first webinar, and again, download any resources at the end of the presentation.

You’re probably hearing a lot more in this sector and in this field about artificial intelligence, business intelligence, and analytics likely… kind of buzz words trending around quite a bit when we talk about CRM. It’s important to understand that analytics for nonprofits is using data to objectively evaluate your organization’s practices providing insight for effective forecasting and decision making. It is a detailed view built with accuracy, consistency, and rigor over an extending period of time. Effective analytics will help you make better decisions.

Analytics Is Not Reporting

To be clear, analytics is not reporting. They are almost opposites. Reporting, which is what a lot of us in the nonprofit sector use, provide a snapshot of something like a single campaign success metrics, whereas an analytics initiative will enable your organization to deliver more of you mission more effectively. The insights obtained are based on your organization’s unique goal and should guide the decisions and changes your organization makes as you plan your fund raising and development efforts for the future. This a key feature of analytics initiative, and it’s what elevates it above standard reporting. So in this phase and in CRM, we’re trying to move away from to basic standard report to using analytics to better our fund raising efforts, raise our goals, and be able to further our our mission.

Analytics is further differentiated on a practical level because it’s usually involve defining and delivering key performance indicators, so KPI trying for multiple data sources in a more sophisticated fashion, and proactively surfacing and focusing on important insights.

Getting Started With Analytics

It’s not difficult to get started with an analytics initiative. The simplest way or explanation, you should be determining what you want to achieve and then develop a plan to get there. These are what we have found are the essential ingredients for any analytics initiative. Clarify your goals. Ask which areas of the organization, if analyzed and improved, would have the greatest impact on expanding the mission. Prioritizing, determine which of those goals are more important to your organization at this time. Those change from year to year; they’re not always the same. Expand the detail. Develop specific details of how to achieve your goal, “What does that mean?” And then preparing for change. This is very important. Analytics won’t mean anything if you aren’t ready to act on the information. You want to be prepared, and the people that work behind the scene want to be prepared for what that change means. What should they do when they have those analytics in hand?

For more information, there is a few resources that we have available on our website. There’s a lot of additional information on CRM strategy, tools, resources that help nonprofits deliver their mission more effectively. Please go to our website and feel free to download any of these papers and listen to the previous webinars.

Few housekeeping items before we start and pass it over to ROI. All audio lines have been muted to ensure high quality, and questions can be posted in the question box of your GoToWebinar panel. I’ll be reading out questions towards the end of the webinar, so feel free to place them there. Without further ado, it’s my pleasure to hand it over to Jason from ROI Solutions.

About ROI Solutions

Jason Robins: Good afternoon, everyone. Thank you for joining us here, ROI Solutions. I like to introduce ROI Solutions CEO and founder, Gina VanderLoop, who’ll be talking a little bit more about our company, and then I will be jumping in and talk about the actual application, Revolution Online.

Gina VanderLoop:  Very good. Hi, everybody. This Gina VanderLoop. I’m the founder and CEO of ROI Solutions. We say, “Roy” … not R-O-I, because ROI is actually my mother’s maiden name, so that’s sort of a trivia for you. As Jason mentioned, we’re going to do a quick sort of an overview walkthrough of the company, tell you about who we are, what we do, who we work with and why. Then Jason is actually going to do a live walkthrough and demo of our product called “Revolution Online.”

Just a little bit of a background. I actually come from the nonprofit world. Prior to starting ROI, I worked for a number of nonprofit organizations, and really kind of out of frustration started ROI because the industry timetables and cost to do things were long and expensive. Back in 1999, I set out to kind of change that. We’re not a new company. We’ve been around for going on 18 years.

We have a lot of clients that have been with us since the beginning of that time. I think that’s really a testament to the fact that our product really continues to meet the needs of our client base, no matter where they are in their roadmap. Five of our oldest clients were actually installed back in 2000 and 2001. Our largest client is the American Lung Association. They’ve got about 26 million individual records on their file with about 250 users, so a tremendous amount of scalability in our product.

As a company, we have quite a bit of tenure and longevity in our team. Our average staff tenure is about six-and-a-half years, and five of our nine senior managers have been with the company for 10 years and more. The reason why I think that’s important is it really gives our organization the good foundation as they come into our products, that the people that are working with them have been here, have been with the company, and really know the products and services inside and out.

The product that we’re going to take a look at, our application is called “Revolution Online.” It is what we live, eat, breathe, sleep here at ROI Solutions. It is our only product. The reason why I highlight that is because we are singularly focused on delivering this product to our clients. We’re not spread thinly over multiple different products and services that we’re trying to sell to our clients. Like I said, we live, eat, breathe, sleep the thing that we do here.

I own the company. That is important in this day and age because I like to say that we answer to our clients. We have no outside investors. We don’t have things that we have meet for our stockholders and those sorts of things, and we are focused on our growth and meeting the needs of our clients, which brings us to our overriding business value which is client satisfaction. We want our clients to really get what they need from us at all times.

I’m not going to go into a lot of detail around our clients to see who we work with in the background, but I thought there was some fun stories with some of the organizations that we work with and how we’ve been able to change their life for the better.

ROI Solutions’ Clients

Three examples here. The American Lung Association came on to our system. They had previously been on an in-house system that they managed themselves actually in a data center in Henderson, Nevada, and they had about 17 people that ran that facility. Their CTO at the time would always like to say they were one diet Coke away from a disaster. I never really understood what that meant until they sent me a picture, and they literally had a diet Coke on one of their servers that was housing their database. Obviously, when he came into the organization, he said, “We really need to not only strengthen the product, and the security, and the management of this,” which is why they moved to ROI, “but looking at how they can be much more efficient and cost effective in management.”

When we took their products into our… I think, about a nine months conversion, and in their first years, they saved about $950,000 by moving into our platform.

One of our newest clients is the Humane Society, and so that’s the Humane Society of the United States as well as internationally all of their brands. They came from multiple systems into our system. We do syncs with online ECRM. We do all of their card holder credit card managements, their monthly giving programs. Their conversion took about nine months as well. In fact, they just went live with our system in September. What we were able to do is quantify what kind of an impact we’ve made on them in the first month that they went live with our system. They do all of their sustainer management within our product, and in the first month that we were doing their payment processing, the organization was able to recoup about $69,000, both from credit card declines, cards that have been previously declined that we were able to recover, and as well credit card cardholder information that was either expired or had been reported as lost or what have you that we were able to recover. So $96,000 in the first month. You can do the math to how much of an impact that organization is experiencing having been on our product for just one month.

Auction America also came to us a couple of years ago, and for them, we not only did their conversion of their CRM platform into Revolution Online, but at the exact same time, we converted them from their ECRM system to another ECRM. They went live with our system, again, about a nine months conversion, and then next day we did the conversions for their ECRM.

ROI Solutions’ Best Of Breed Integration

We have a very unique, I think, philosophy in our offering to our clients. I think there are kind of two approaches that software vendors take; one is to build everything into one platform. We ascribe to what we call “the best of breed” approach. By that, we think that there are products out there that are best breed for any of our clients. What works for Auction America maybe different for MS International, maybe different for Doctors Without Borders, etc., and for each of those organizations that is their best breed. We come at it with how does our platform provide the flexibility to integrate with these platforms as they become available.

I always tell folks that, “You know what you need to do today. You know what you need to do six months from now. You might even know what you need to have happen a year from now. But none of us can fully predict, especially in the world of technology, what the needs are going to be a year plus from now. You need to have platforms behind you that have that flexibility to integrate those technologies no matter when they come at you.”

We are most known in the industry for our integration expertise. We have, in fact, I always say, “I haven’t met a system or a product that hasn’t been able to integrate with.” I think that really speaks to the success of our clients where they’re always embracing new technologies, news ways of doing things, and we want to make sure that we bring all that data back into our system that we call the ROI Constituent Information Hub. We start really as the general contractor for all of that work.

When a client comes to us and says, “Hey, we have this new product we want to integrate,” we’re sitting at the table to help them figure out how to best use us. Again, as I said, we’ve got one single product, the Revolution Online system. It’s a very… as you’ll see it, a very robust and well-developed product, but it’s really customized to the unique needs of all of our clients.

Fast Implementation

In terms of the offering that we have, we have a very impressive track record, 100% on time and within budget, for our implementation and conversion. That’s pretty huge in this world. I’m sure you guys have all heard of conversions that take 12 to 18 months or longer, and they were coded as a certain price and they ended up being four or five times more than that. We don’t have that problem. We are 100%… when we sit down with an organization and say a conversion is going to take six months or eight months – I never say, 12 to 18 months because it shouldn’t take that long – we are 100% on time and within the budget. That’s, I think, really huge as organizations are thinking of going through a CRM conversion, that there’s a certain level of pain tolerance that an organization can go through or withstand as they’re trying to migrate to a new solution.

We deliver not only cost savings but revenue lift. I told of a couple of stories with American Lung and Humane Society. That is pretty much the standard for a lot of our organizations. Our product that we’re going to show you today… I believe, software should always be in development. There are always new things to have incorporated into a product. We have a very rapid deployment. Our product releases are monthly, so that’s also very unique to us in the industry.

As I mentioned earlier, we’ve got very low staff turnover, and it really the ownership of the company, not just because I own it but because we answer to our clients really results in a high degree of satisfaction and excellence in our support.

Just to give you… if I were in a room with you, I’d ask you the question and have to raise your hands. It doesn’t really work over the phone, but I ask folks, “How many of you guys have been in a conversion before, and how fun and enjoyable was it?”

These are just some examples of the conversion timetables that our clients have experienced over the years. There couple there that you see are three month conversions. I’m not recommending that. In fact, I would recommend not doing the three months conversion, but sometimes you have to. We had a couple of organization that were in a situation where they needed to have a three months conversion, ensure that can happen, but generally speaking, our conversions are about six to nine months from start to finish in terms of moving an organization from one platform to another.

I won’t go into great detail. This is a slide that I could spend certainly the whole hour on and probably longer. When I’m talking to organizations, the direct mail folks always say, “ROI is a really great direct marketing, direct mail platform.” The major donor in High-touch fund raisers always looked at ROI and say, “They’ve got it. They’ve got a really good platform for us.” The ECRM folks, in terms of integration, will say, “ROI has that.” The monthly giving programs, the sustainer departments and organization say, “Wow, that’s ROI. That is the best product out there for us.” The membership departments will say, “Yep, that’s what I use ROI for.” Volunteer management, “That’s what I use ROI for.” I can go on. You get the idea.

It’s really an integrated ecosystem, and every organization is somewhat unique in terms of the vendors and things that you do that need to hang off of that CRM. You might have a canvass. You certainly might have direct marketing vendors and telemarketing vendors. You might have payment processors, or mobile, or etc., and all of those things really need to feedback into your CRM because what we’re trying to do is bring all the data into one place set that you can then see the 360 view of your folks that belong to your organization, whether they’re volunteers, whether they’re board members, whether they’re donors, whether they’re members. That’s what really we work to do within our ecosystem.

ROI Solutions’ Partners

Just a couple of pictures out there for some of our partners that we work with. We are also vendor agnostic or partner agnostics. In fact, a lot of these partners have been driven by our clients. Our clients will come to us and say, “Hey, we want to work with Engaging Networks, or Blue State Digital, or what have you.” We will rise to occasion to really work through the details of how we integrate with those, and so as a result, we have a tremendous amount of experience in working with pretty much every vendor out there. So that’s just to give you a sense of who we do work with.

I’m going to turn the show over here to Jason because I think it’s really important to see the product live as opposed to screenshots. Jason, without further ado.

Revolution Online Demonstration

Jason: Thank you, Gina. What I’m going to do actually is log in to a demo environment. I’ve already been in there, but I’m just going to jump back in. As Gina was saying, our goal really is to drive to that 360° view, whether it’s data that we’re creating in our system, whether we’re getting overlaid data, whether we’re integrating with other applications in order to bring that data into the Constituent Information Hub.

What I’m going to do is really take on a couple of different user roles. Gina have mentioned a few of those, but I’m going to focus on being a constituent care officer, perhaps a direct mail manager and even a Major Gifts officer just really to give you some inside into the full constituent journey as managed through our application.

We’ll jump in and start in a scenario where I’m constituent care officer and the phone rings. I’ve got my headset on; I’m ready to start my day. “Hello, thank you for calling the ABC organization. How can help you?” Then that journey for that individual constituent that I’m going to talk to really begins.

Search Capability

Where do I start? I’m going to start at our search screen. We have a number of different ways to search in ROI, actually, extremely flexible as well as quite powerful. There is a number of different tables in this type of search that I can do, but there’s number of different ways that I can search as well. I could search by payment method. Gina mentioned we manage credit cards on our systems. We’re PCI compliant lever one, and so tokenized information can be stored on our system.

We can do bulk searches. If I happen to be managing our online program, I could run through a number of different e-mail addresses and pull up a number of records. I can even do a donor search, whereby I could do a geographical proximity search, map those records out, and also do some giving information. Use the result of that query, really, to do other things within the system.

Let’s just jump back into the phone call. I answered that phone call, and I hear the ring. Cynthia Robins. I’m just going to do a quick search. I couldn’t quite hear her first name, so I’m going to do a fuzzy search here and I pull up the record in a quick moment. I see already as I pulled this result of this search, I’m already getting some data about that individual. I’ve got a household address. I’ve got a picture of that constituent. I’ve got some summarized data here around giving and some other fields as well.

Well, I can also customize that output, right? If I wasn’t a customer care person and I wanted to really access some other information, I could do that too. I could bring in a whole host of other data points, really, to start learning more about that individual or groups of individuals, that I have as a whole slew of tables that I can access right in the search screen.

As I jump into the record, you’ll notice a few things. Immediately at the top left, we have, again, some summary data, so contact information, recent giving information, some membership information as well. Then on the right, we have a number of different things. We have some critical flags that are important that we want other users to be able to know. I’ll talk about ticklers in a little bit as we go through the journey and really create this person as a major donor prospect, and later on we’ll look how this individual looks to a Major Gift officer and then really some other critical information that’s going to follow around this individual constituent throughout the application.

Household Records

As you notice here, this is a household in record; not only do we have Cynthia’s record and all the data that lives behind Cynthia’s record, but we also have her son, Jeffery, 47-years-old, lives at home. That’s another story, but we can also look at individual data that hides behind Jeffery’s record.

As you can see, on the left-hand side, we have a number of functional areas within this constituent. We can get details everywhere that has a green dot, basically, has data behind, but not only to constituent information and contact information but other available tables to access including demographics, relationships, financial information, giving history, sort of everything that you would want to see.

I jumped into a household giving profile here. What this is really going to show is one of the uses of Tableau within our application. What we’re doing here is actually looking at Cynthia’s giving information summarized in a dashboard. As Keely was mentioning, the way we’re consuming data really has changed, and so we’ve embraced Tableau as a visualization partner and are really building out dashboards throughout the application that are going to help understand that data better, be able to click and dive into that data an isolate individual data point so that you can use that information really throughout the constituent journey to help move them up the pyramid hopefully.

One of the other things that we do is we actually record the entire contact history of that individual, whether it’s inbound contacts or outbound contacts, and I can look at sort of every contact that we’ve had across this individual constituent.

Detailed Contact Engagement Data

The call… back to the call, right, and so Cynthia says, “Hey, I got a direct mail package, and I’m interested in really supporting this local initiative.” As I’m on that phone call as a constituent care representative, I want to know immediately what that piece was so I can bring that information forward and share it with the appropriate people at my organization so we can maximize the relationship, right? What I’m going to do is just filter down to direct mail, really trying to find the package, and I notice that there was a contact data of this week and there was a gift associated with it of $1000, right? So I might want to thank Cynthia while I’m on that call immediately, but then also really drive down to that individual source so I can really get a better understanding of what package she was talking about and what other information I can glean from A, her responding but also saying if she wanted to support that local initiative.

In ROI Solutions, in Revolution Online, source codes can really contain a lot of information. It’s not just a series of numbers and digits representing RFM statistics or gift level or anything like that. It can contain that information, of course, but then there’s a lot of other information including package, including general ledger account, fund allocation, all sorts of custom fields that our clients can do all the way down really unto looking at some of the creative components. This is just an attachment of the Puppy Love Package that Cynthia responded to, and she wants to get involved in a spay and neuter program in her local area. What we’re going to do is bring that information forward and share it with prospect research, and prospect research is going really dive in and understand what are the capabilities, what are the financial abilities of this individual, what real estate home, etc. so they can better understand really what we should be asking for of Cynthia Robins.

Direct Marketing Capability

What I’ll do next, actually, is really sort of change half. We jump out of there and say, “Well, yeah, that was great. We looked at an individual source code, but what if I was a direct mail manager? What if I was a direct marketing manager?” So I jumped over into a different functional area in our application, what we call our “Tool’s tab,” and I’m really going to look at promotions across the board. This is a tree. It’s really flexible as far as how I can dive in and dissect and understand this data for our promotions and for our campaigns. Of course, I could change really the levels that I’m looking at. So if I were to change these, I could save that and rebuild that tree so I can dive into direct mail, specifically, look at overall direct response. I have all the codes across all of these appeals. I might want to dive in to one appeal, and from there I can get a summary of metrics, so a very level. This is sort of a report built into our system where I’m actually looking at a summary level report of all the drops, transactions. Obviously, a very high average gift in here, but basic metrics that are going to tell you really about the results of this campaign and how successful. Or, if I wanted to, I could look at all direct mail for the entire year and get summary of that information.

Furthermore, I could dive in and look at reporting capabilities across campaigns, right? One of the things Keely mentioned in the beginning in the introduction was source statistical reporting. We’re not getting away from statistical reporting, and we have approximately… I think the last count is about 330 through standard reports across direct marketing, across longitudinal views of individual constituents in their giving history, their performance, whether their advocacy reports or finance. A lot of different users are accessing this system.

Each of our reports, not only can you run those ad hoc based on the input that you put into them, but you can also schedule those reports, right? This might be an important report to me. I want to check on campaign performance, and every Monday I’m going get a scheduled report. This report might also be important to Gina as well, and so we can create a distribution list of any report in the system that will be in your inbox when you arrive to work on Monday or any other day.

Where I should just run that report, I just ran a sample, so these reports aren’t going away, right? We used to, back in the day, look at blue bar reports. They’re very valuable, right? You want to know individual segment information, really, to share that across your direct mail vendors and others in the organization so you know where you should focus on.

But in the more recent years, as we started working in building our dashboards, we started moving towards – excuse me – interactive Tableau dashboards. Again, the ability to dig in, highlight individual areas, really actually go down to the raw data if you wanted to download that information and use it another way, so very powerful ability to dig in… ability also to share these visualizations across the entire user audience. You don’t need a Tableau license in order to access these dashboards. They’re available for all our subset of users depending on what security controls that you want to have over each individual report.

Also, we provide the ability with a product called “Tableau Desktop” for our individual clients and their analysts to build custom dashboards and embed those directly in our application. That’s available really for all users, and we’re started to build out an inventory of dashboards that are really going to help across the constituent journey through many different users.

I will jump back into my constituent care role just briefly and really just do one more thing, and then we’ll go take a look at what this means from a Major Gifts officer perspective. One of the things you can do, I mentioned it earlier, is to have a tickler, and there’s one tickler on here. It’s already been assigned, but I’ll just show you this. One of the things that’s a number of our clients have done is they’ll look at their overall Major Gifts portfolio and assign a tickler when any data changes within that constituent. So extremely powerful way of saying, “Hey, something’s happened. This is our most important donor group. Whoever owns this account might want to know that this change has been made really to anything or any specific activity,” and so you can assign really a global tickler or ticklers to individual user roles as well.

That’s one way to do it. We can also sort of automate the ability to serve this individual constituent to any user or any user group through custom scripting. I think, finally, on this constituent record, we have a full audit trail. This is super important. Full audit trail of any change that ever been made to this record across the history of this record, not just dive in. I’ve made a number of these changes as you can see here, but we highlighted both the change date, what’s changed within that record, a user stamp and timestamp. So you really have a historical record of those changes within that group.

For Major Gift Officers

One of the things I would do if was in constituent care is send a system alert to prospect research. Let’s jump out of this account, and we’ll go look at what this looks like for a Major Gifts officer. What we’ve done here is assign this prospect to one of our Major Gifts officers, her name is Ray Ando. I’m actually going to jump in… I’ve been in Chrome. I’m going to actually jump into Edge and log into the data base as Ray Ando, a High-touch Major Gifts officer. Bear with me a second as I remember Ray Ando’s password.

This is our High-touch platform. Immediately, whilst in the same application and you can see our search screen, you’ll notice that really there are different number of tabs up at that top. We’ve slimmed down the view of the application based on her user role. Really, with High-touch officers, Major Gift officer is playing giving officer, they’re great at going out to lunch jumping on the phone, really closing gifts. They’re not probably the best at adopting new technology, so what we’ve done is really slim down this application and take in a very visual approach to looking at the moves management process and also really focusing on things that need to be accomplished in order to get them closer and closer to solicitude and hopefully select successfully soliciting of gift.

So at the top of this dashboard, you can see really a summary of how Ray Ando as a Major Gift officer has performed on her portfolio over these discrete period of time. So in the last week, month, quarter and year today, so she’s been responsible for raising over $11 million this year.

On the right hand side, you can see a number of activities that she’s completed across, again, those discrete time periods. Down below, you can actually look at the portfolio as it falls into each of these moves management categories from qualification all the way up through solicitation and stewardship.

If I hover over any one of these individuals that are in this position in their plan, I can actually jump into the record and see how long they’ve been in the plan, how successful I’ve been at my job as far as getting to that next activity and eventually making that solicitation.

As I see on the left here, there is Cynthia. There’s an alert in that record. I’m going to actually jump through that. We’re going to go into her record, again, from the Major Gift officer’s view. We’ll see right here I have that tickler. I can jump to that tickler screen, assign a Major Gifts plan to Cynthia. She’s interested in the local initiative which we just showed, and based on her giving and wealth engine profile, right… so where Gina showed some of our partners. Wealth engine is one of them and sort of embedded into our application, so you can do some prospect research there. Anyway, estimated at a $500,000 ask for that individual.

If I jump into cultivation plans, I can actually assign right from here a cultivation plan for this Major Gifts prospect. I’m going to select a plan. I’m going to put in a projected ask of 500,000. The plan starts today. It’ll take a little while to cultivate that individual and secure the gift.

What basically I’ve done now is created that plan and really the timetable in which I want to accomplish that based on a template that’s been associated with this Major Gifts to solicit a Major Gifts for the organization. If I dive down into that Major Gifts… I’ve already created a number of templatized contacts. I can delete or edit anyone of these contacts, but really how I’m going to get through to contact and solicit, get to know Cynthia and hopefully close that $500,000 gift. However, while this is a template, that might not be reality for this individual, and I happen to know that Cynthia is going on an extended world tour in the month of March, and so I can drop in some pauses within that in that period, and maybe, say it’s for a month, and move out those scheduled activities for the month of March moving them into April.

I think you can get an idea of that, how we’re really sort of rethinking the way that users do their job every day and really designing our application to accommodate those needs and also help them in the moves management process particular with High-touch fund raising.

I know we’re sort of good for time, but wanted to see if we wanted to take some questions.

Gina: It doesn’t look like there are any yet up on the screen?

Jason: Okay.

Gina: No. I think you’re good.

Jason: Great. One of the things I can do directly from this dashboard view as well as look at a number of recent accounts that we’ve looked at, or look at all activities, or really dive into that portfolio. I’m actually looking at Ray Ando’s full portfolio, but I could further drill down into any of the moves management stages and look at some of the data that lives behind these individual prospects and focus, maybe, on some of the asks that we’ve made for those individuals.

Questions & Answers

Gina: We do have one quick question.

Jason: One question. Sure.

Gina: Someone asked if it is possible for the manager of the Major Gifts officer to see the progress of their team?

Jason: There is. In fact, Ray Ando is both a Major Gifts officer and a manager. We’ve embedded a number of manger reports to look across an entire team or individual solicitors on that team. So we can look at Charles Vendees as a solicitor as well a Major Gifts officer, and we can look at all the plan and dive into the individual activities associated with those plans to make sure that as a manager we know that Charles is doing what he should be doing to close it. I hope that answer that question.

Gina: One additional question, can you show us how gift processing would work?

Jason: Sure.

Gina: Gift entry?

Jason: Yes. What I’m going to do is dive back into this account which has in our tool section under transactions… we can do a batch. Gifts come into Revolution Online a number of ways. A number of our clients work with and cashiering vendors. We have a number of upload templates, and I’ll just show that just briefly, that are built into our system where you can upload a number of different types of files, one, of course, been transactions or securer transactions if they’re credit cards. We’ve templatized those, so there’s a number of scripts built in that look at those types of uploads and bring that data and matches it appropriately and put it in. Or manually, we could do a batch input process. I can just create a new batch real quick here, and I’ll add a new batch. There’s some information that you have to put that is mandatory that you have to put in there, but if we wanted to, let’s just say, we’ll create a fake batch name, and we’re going to say we have one gift for $100, and then we can jump into our batch. We’re going to look for a donor ID. I remember Cynthia’s. I think, it’s 913, but let’s just verify that. We require you to look up that record particularly with the new record. We will try to look it up before you can add a new record to the system. It was 913. I was correct.

We’ll apply a source to that, and so we can look for a source. Again, we can use while cards in there. I’ll quickly find a source. Let’s say, this gift was a $100. We’ll say it was a check. Immediately, you’ll see some information pop up, right? This record has an active sustainer pledge. It’s asking if I want to apply to pledge. I’m not going to, but there are controls in place so that you can make sure that you’re putting a gift towards the right pledge or really to the right activity.

One of the other automated processes here; I chose a source code that wasn’t in this individual’s contact history, so the system is telling me, “Hey, maybe, you should … you look at that source code a little more closely.” Everything, right.

Once I saved that, that will be a new batch. That batch, because we’re sort of rigorous in our controls around finance, should be reviewed by someone else and locked before it’ll be apply to the record. But let’s pretend I was another user who is looking at that information. I could lock that batch and then immediately dive back into that record, and that would be updated on Cynthia’s record as a new gift.

Other questions?

Gina: Yes. Couple other questions that have come in about duplicates. What happens in the system in terms of doing duplicate checks? Couple of things, both when you’re doing a search on the search screen… we actually don’t let you add a record until you do a search. When Jason was doing the search from the search screen, you’ll notice that the “Add new” records didn’t show up until he performed the search. That’s one, certainly, one good way to eliminate dupes in the system.

We have a number of tools in the system to allow you to locate if you do have duplicates in the system, and they’re online. Suspect dupes that you can just go in here and click on them, and they’re running by first X… what you got here, possible dupe on last name, three characters of the first and seven of the street, and you can see there are a number of them below that. That’s going out and looking to see if any of those match on that. If so, you can click on it and combine the dupes. Or if you have a situation where, in fact, they’re not dupes, Bob Smith and Bob Smith, father and son at the same address and you know they’re in fact not dupes, you can mark them as “Not dupes.” Or you can combine them into a household. You got a lot of flexibility.

What a number of our clients have asked us to do and take advantage of is an automatic deduping of the system on a periodic basis. I’m a big fan, “If you can articulate it, we can program it.” Every client is sort of different in terms of their tolerance of duplicates, but we have a number of algorithms that will go out and actually find exact matches based upon a client’s business roles and go ahead and combine those or create households or what have you.

That same thing happens, not just in a manual way when you’re interacting with the system, but it does that same check for duplicates on uploads. If you’re doing an upload from another system or if you’re doing a sync from another system and ECRM, etc., the process by which we take a dupe, the data in, we’ll check to see if there’s dupes based upon a client’s business rule. If it is a dupe or a match, we’ll append the information as opposed to creating a new record.

Someone also asked if we have done any integrations with e-mail … other e-mail platforms such as MailChimp, Constant Contact, a few others, and the answer is yes. Out of the box, we do have a number of integrations that we have built for clients, like with Engaging Networks, Luminate, etc. We’ve have a number of organizations that have used other products like Constant Contact, MailChimp, and we have done integrations with those as well.

I think that is it for questions that I’m seeing online. We’ll just take one quick look here. Yep, that is it for questions. Obviously, we could show you a whole bunch of other things. I don’t know, Jason, if you showed the reports. We’ve got… oh, I don’t know, 300 and some reports that come with the system. Oftentimes people ask about, “Do you have report for X, Y, Z?” Of course, the short answer is, “Probably,” because there’s about 320 reports that we’ve developed over the years that come with the system.

Oftentimes when we start to work with the new client, or over time, they might have changes to reports that we can certainly add or make modifications to the online report. Cool part about the report is you can run them interactively because it is a web application; they have to run very fast through the system. You can also schedule them to run on an automated basis. You’ll see a lot of our clients just picking a report that they like, customizing it, getting the schedule button, and it lands in in their inbox on a Monday, Tuesday, etc., automatically.

Obviously, there’s a lot more we could show you over this system here, but only have a limited amount of time. We really appreciate everybody’s interest in joining online. If you are interested, certainly, you can get in contact with Jason or myself, and we’re happy to give certainly more in-depth demos as necessary or as people desire. I think…

Keely: Great. Thank you so much, Gina and Jason. I think we’re just about out of time. Thank everybody for your questions. If you have additional questions, you can please send them to us with the e-mail link in your webinar invitation. We appreciate everybody’s presence. Thank you for joining us today, and the recording will be sent to everyone by the end of the week. Thanks again, and we will–

Jason: Thank you very much.

Keely: See everyone virtually soon. Have a great end of your week and weekend.

Gina: Awesome. Thanks everybody.

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Team Heller

Heller Consulting has been helping nonprofits establish and improve their communications, fundraising and mission management systems for 18 years. Our distinctive methodology comes from our hands-on experience with the technology AND strategies utilized by today’s successful nonprofits to build rewarding constituent relationships.

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