Infoworks the cloud facing organisation pr1

transcript

The cloud facing organisation- Infoworks

- Change & “Cloud facing”

- Possibilities: CRM – CMS – Social – Mobile

- Strategies

Stuart Lunn

The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn

Infoworks

• Databases & CRM

– PaperBuilding & software generation

– Big, beautiful, browser-based information systems

• Why ‘the cloud facing organisation’?

– Infoworks’ labs

• Jargon

– CRM, CMS, API / web services, i-frames

Organisations 20 years ago?

Fundraising

3rd Sector

Membership

Events

Advice & InfoSales

Volunteers

Organisations today?

• So what has changed?

Fundraising

3rd Sector

Membership

Events

Advice & InfoSales

Volunteers

The world around us 20 years ago

Products

Services

Information

Clients

Physical delivery

inside

outside

Our changing world

Products

Services

Information

Clients

Physical delivery

Databases:

Contacts Fundraisin

gMembers EventsCases

inside

outside

Our changing world

Products

Services

Information

Clients

Physical delivery

Databases:

Contacts Fundraisin

Websites:

Brochure

Client login

inside

outside

Products

Services

Information

Clients

Physical delivery

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

inside

outside

Our changing world

Products

Services

Information

Clients

Physical delivery

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

Mobile

inside

outside

Our changing world

Products

Services

Information

Clients

Physical delivery

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

Mobile

inside

outside

The cloud facing organisation

• Contrast this with...

Products

Services

Information

Clients

Physical delivery

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

Mobile

The way we were

Products

Services

Information

Clients

Physical delivery

inside

outside

• Far more complex

• Far more possibilities…

Products

Services

Information

Clients

Physical delivery

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

Mobile

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

Mobile

Social Media

Mobile

Social Media

Mobile

Possibilities: CRM – CMS – Social – Mobile

Social Media

Mobile

Possibilities: CRM – CMS integration

• CRM services in CMS

• Shared login

• Examples

– Third Sector Design (Salesforce)

– London Council (Dynamics)

– ThankQ

– Infoworks

• Impact

Social Media

Mobile

Possibilities: CRM – CMS... Third Sector IT

• Salesforce

• “Web to lead” / “Web to case” object

• Build it

• Drop into web page

• Posts data into the CRM

• Salesforce

• “Web to lead” / “Web to case” object

• Build it

• Drop into web page

• Posts data into the CRM

– One-way integration very quick & easy

– If email can be tied in we have instant linkage to existing records

– Two-way integration

• i-frames

Possibilities: CRM – CMS… Dynamics

• Local Government Services example

• Very comprehensive & Quick to setup

– Dynamics exposes data objects through simple API / web services

– Supports 2-way integration

– Lends itself to friendly web self-services

Possibilities: CRM – CMS… ThankQ

• Everyone wanted, didn’t know why

• Now portal standard

• 50% share login with CMS

• Behind the login…

• …

General newsThis is what we’re doing about XThis is what we’re doing about Y…

Home X Y Z

Possibilities: CRM – CMS… ThankQ

• Everyone wanted, didn’t know why

• Now portal standard

• 50% share login with CMS

• Behind the login…

• …Hom

e X Y Z

LoginClient

Portal

Headline just for Fred What should we do about X?Have your say about Y…Comments-“Y is a major contribution!” said Fred 6/6/2012

My Donations

My Buy

By Bookin

My Renewal

Possibilities: CRM – CMS… Infoworks labs

• Internal CRM

• External CMS

– No Client Portal

– Login

– See the Client Portal

– See the exposed, cut-down, client specific CRM

Possibilities: CRM – CMS… Internal - CRM

Possibilities: CRM – CMS… CMS not logged in

Possibilities: CRM – CMS… Logging in

Possibilities: CRM – CMS… see the Client Portal

Possibilities: CRM – CMS… see the External-CRM

Possibilities: CRM – CMS… Internal vs External

Possibilities: CRM – CMS

• CRM services in CMS

• Shared login

• Examples

– Third Sector Design (Salesforce)

– London Council (Dynamics)

– ThankQ

– Infoworks

• Impact

– Internal / External boundaries reduced

– Efficiency, better & quicker service

– Closer to service users

– Still the biggest deal

Social Media

Mobile

Possibilities: CRM – CMS

Social Media

Mobile

Possibilities: CRM – CMS – Social

Social Media

Mobile

Social Media – must we?

• Your audiences

• Your competitors

• Web/Facebook - come to me/to you

• We must

– Engage …

Social Media – must we? Twitter

Social Media – must we? Facebook

Social Media – must we?

• Your audiences

• Your competitors

• Web/Facebook - come to me/to you

• We must

– Engage

• We can

– Integrate …

Social Media Integration Types

• Facebook / Twitter data capture

– CMS login with Facebook

– Direct personal

– Monitoring

• Facebook apps

• CRM posting

CMS login with Facebook

• Alumni for UK State schools

– Login using Facebook

– Grab personal, educ, jobs data

– Bingo

– Uses CiviCRM

– New

Michael McAndrew

• Alumni for UK State schools

– Login using Facebook

– Grab personal, educ, jobs data

– Bingo

– Uses CiviCRM

– New

• Why Facebook?

– “kids don't use email any more”

– “Facebook logins change less”

– “sending them messages soon as from inside Facebook“

Michael McAndrew

Direct personal

Facebook Twitter [LinkedIn]

Considerations:

• Facebook: data protection, update, API, new!

• Twitter: fundraising

• LinkedIn: storage restrictions

1 •Find us on Facebook

2 •BIG disclaimer

3 •Capture to CRM

4 •Write on Wall

1 •Search Twitter data for name/term/tag

2 •Select

3 •De-dupe

4 •Import to CRM

3 •Nurture

… •Store LinkedIn ID

1 •Browsing prospects in CRM

2 •Click LinkedIn tab

Monitoring

• “It’s not all about people - listen.”

– Events / appeals etc monitor conversations for better management

– Complaints => Caring -> CRM

• manual/auto

• CRM supported conversation

– Direct personal

– Monitoring

• Facebook apps

• CRM posting

Facebook apps – serve & capture

• Sign up here to be the first to hear about …

• Donate

• Volunteer

• Log a case

• Book a course

– Capture data to CRM

– Use CRM functionality to provide self-services

– Re-use of client portal functionality eg Oxfam…

• Facebook

– Note the scrollbars

• Website

Same underlying functionality?

– Direct personal

– Monitoring

• Facebook apps

• CRM posting -> Social Media - workflow initiated

– Thanks for your donation

– 1st brick laid

– First child…

– First graduation…

Social Media Integration – is it worth it?

• Engagement

• Prospecting

• Self service

• Data capture

– far easier for them

– personal, issues and metrics

• Self update

• New!

Possibilities: CRM – CMS – Social

Social Media

Mobile

Possibilities: CRM – Mobile

Social Media

Mobile

CRM - Mobile opportunities

• Staff use

• External use

– Why good?

– Good for?

Possibilities: CRM – CMS – Social – Mobile

Social Media

Mobile

Possibilities – how we might look

So many possibilities,

how to decide what to do?

Home X Y Z

Login with Facebook

Client Portal

Headline just for Fred What should we do about X?Have your say about Y…Comments-“Y is a major contribution!” said Fred 6/6/2012

Contacts Donations Membership Cases Events Logout

Forename SurnameAddress

PostcodeWebFacebookTwitter

My Donation

My Buy

My Booking

Volunteer here, now

Facebook SC Find Friends Home

Compelling

Engaging

Content

Mobile Event Organiser

Tuesday ClubAttendee Role Confirm

Joey Wash up

Ellie Chair

Mack Car park

Frank ?

Strategies

• Processes

• seeing the opportunities

• Strategy formulation

Facebook

Mobile

Processes - seeing the opportunities at Stu College

Enrol/Register

Website

Search

Course Info

[Login]

Google Search

Add to BasketFacebook

Mobile App

2003Which SC course shall I do?

1990The usual please

2005London evening courses…

2012Jan likes Novel writing for girls(!) at SC

Go 1st Class

Strategies –we’ve come a long way

Products

Services

Information

Clients

Physical delivery

inside

outside

Strategies – and we’ve got complexity

Products

Services

Information

Clients

Physical delivery

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

Mobile

Strategies – and we’ve got complexity

Strategies – but when you boil it down

Products

Services

Information

Clients

Physical delivery

Contacts Fundraisin

Brochure

Client login

Social Media:

Facebook

Twitter

Mobile

Strategies for cloud facing organisations

Organisational Strategy

Constraints:- Technical- Financial- Social- …

Processes

IT Strategy

Social Media

Mobile

Watching

Strategies for cloud facing organisations

Organisational Strategy

Constraints:- Technical- Financial- Social- …

Processes

IT Strategy

Social Media

Mobile

Watching

Thanks to:

• Stony Grunow

• John Bird

• Michael McAndrew

Infoworks the cloud facing organisation pr1

Technology