Inside the University of Toledo Foundation’s CRM transformation
By Barbara Fischer, Associate Vice President IT and Data Analytics, The University of Toledo Foundation
At The University of Toledo Foundation, we faced a common tech challenge like many in higher education advancement: an outdated database from the early 1990s.
Our data was scattered across multiple systems, leading to inefficiencies and hindering our engagement with alumni and donors. We needed a new CRM system that could consolidate our data and grow with us.
We chose Salesforce and ascend for their reputation, innovation, and ecosystem of solutions tailored for higher education and for advancement.
Why Salesforce and ascend?
Salesforce is a renowned CRM platform and ascend, built by Kindsight, was built specifically for advancement needs. This combination offered us a forward-thinking, long-term solution.
Why we chose Heller as our implementation partner
For the implementation, we needed help. Heller Consulting listened to our needs and scaled their services to optimize our project team’s time. Heller managed the project, handled product configuration, data migration, testing, training, and change management. Their expertise and support were invaluable.
One of the great aspects of working with Heller is that they took time to understand where we had concerns and then explained to us how they would be handled. We also have a really good relationship with each other—something that’s critically important in a big CRM project like this. They keep us on track and informed. We can be honest and open. If something isn’t working, we can talk through it. Plus, they’re fun to work with (as much as working on a CRM project can be fun!).
Most importantly, we have confidence in them to get the work done. When you’re collaborating on a large project like this, that level of trust needs to be there.
Pathway to advancement CRM success
To ensure the success of our implementation, we focused on these key areas:
- Data cleanup: We wanted to avoid transferring outdated and duplicate information.
- Change management: We maintained realistic timelines, kept stakeholders informed, and encouraged staff collaboration. We even added a countdown clock to remind everyone of the new system launch.
- Engagement: To keep the team motivated, we named our new system with staff input and introduced a “CRM Snack Wagon” for some fun.
- Trusted partner: Heller Consulting guided us through the process, answering questions and helping us stay on track.
We are due to launch our new system in early 2025, expecting these benefits:
- Easier and more accurate communication with alumni and donors.
- A data governance team to document data policies and training, fostering collaboration and knowledge sharing across the organization.
- A single source of truth where information is concise and consistent.
Our new advancement CRM will help us “future-proof” our organization, ensuring we have the technology to grow well into the future.
Barbara Fischer, Associate Vice President IT and Data Analytics, The University of Toledo Foundation
Barbara Fischer is a transformational leader with over 20 years of experience in driving operational excellence and spearheading strategic initiatives within the nonprofit and technology sectors. At The University of Toledo Foundation, she spearheaded the CRM conversion project, aligning it with organizational needs to enhance data availability. She is the Chair of the inaugural Data Governance Committee at the Foundation.
Comments