Duke UniversityDuke University

SAP CRM and Support for SAP CRM and Support for Fundraising and Fundraising and

Alumni/DevelopmentAlumni/DevelopmentAlumni/DevelopmentAlumni/Development

Duke University BackgroundDuke University BackgroundPrivate University located Private University located in Durham, NCin Durham, NC

13,000 students: 50% 13,000 students: 50% undergrad, 50% grad and undergrad, 50% grad and professionalprofessional

Nine schoolsNine schools

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Nine schoolsNine schools

Affiliated Health System Affiliated Health System including three hospitalsincluding three hospitals

Total revenue Total revenue -- $3.8 $3.8 billion (FY08)billion (FY08)

32,000 employees32,000 employees

Endowment Endowment -- $6.1 billion $6.1 billion (FY08)(FY08)

Duke SAP BackgroundDuke SAP Background

Live with SAP since Live with SAP since 1999 1999 –– supports supports University & Health University & Health SystemSystem

Financials Financials –– FI, CO, FI, CO,

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Financials Financials –– FI, CO, FI, CO, FM, PS, AM, IM, BPSFM, PS, AM, IM, BPS

HR/Payroll HR/Payroll –– PA, PD, PA, PD, Payroll, MSS, ESSPayroll, MSS, ESS

Procurement Procurement –– MMMM

Other Other –– BW, Portal, BW, Portal, WorkflowWorkflow

Duke University AdvancementDuke University Advancement

Duke raised $385 million in gifts in FY2008Duke raised $385 million in gifts in FY2008

102,000 donors in FY2008 including 102,000 donors in FY2008 including 41,000 alumni41,000 alumni

128,000 active and addressable alumni128,000 active and addressable alumni

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128,000 active and addressable alumni128,000 active and addressable alumni

550,000 constituents550,000 constituents

Duke employs over 310 people directly Duke employs over 310 people directly involved in fund raising involved in fund raising

University Funding Raising in the U.S.University Funding Raising in the U.S.

U.S. colleges & universities raised $31.6 billion U.S. colleges & universities raised $31.6 billion in fiscal 2008; 6.2% increase over 2007in fiscal 2008; 6.2% increase over 2007

Top U.S. UniversitiesTop U.S. Universities1. Stanford 1. Stanford -- $785 million$785 million

2. Harvard 2. Harvard -- $650 million$650 million

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2. Harvard 2. Harvard -- $650 million$650 million

3. Columbia 3. Columbia -- $495 million$495 million

4. Yale 4. Yale -- $486 million$486 million

5. Univ. of Pennsylvania 5. Univ. of Pennsylvania -- $475 million$475 million

7. Johns Hopkins U. 7. Johns Hopkins U. -- $448 million$448 million

13. Duke University 13. Duke University -- $385 million$385 million

16. MIT 16. MIT -- $311 million$311 million

Current Duke Systems Support Current Duke Systems Support for Advancementfor Advancement

Duke runs BSR AdvanceDuke runs BSR Advance

–– Niche software offering aimed at Advancement Niche software offering aimed at Advancement marketmarket

–– Most used product in large U.S. universitiesMost used product in large U.S. universities

–– Duke is running old version of Advance on mainframeDuke is running old version of Advance on mainframe

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–– Duke is running old version of Advance on mainframeDuke is running old version of Advance on mainframe

Duke has built several custom addDuke has built several custom add--ons to ons to Advance on mainframe and webAdvance on mainframe and web

–– Graphical UIGraphical UI

–– User facing reporting toolUser facing reporting tool

–– Prospect management moduleProspect management module

How Did We End Up with SAP?How Did We End Up with SAP?

Duke has planned to replace Advance for Duke has planned to replace Advance for several yearsseveral years

We looked seriously at newest BSR We looked seriously at newest BSR release but had a number of concernsrelease but had a number of concerns

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release but had a number of concernsrelease but had a number of concerns

SAP CRM discussions with Purdue SAP CRM discussions with Purdue University & University of KentuckyUniversity & University of Kentucky

Duke decided to “go it alone” with SAPDuke decided to “go it alone” with SAP

Functional ScopeFunctional Scope

Constituent Constituent ManagementManagement

Pledge ProcessingPledge Processing

Gift ProcessingGift Processing

Campaign Campaign ManagementManagement

Membership Membership ManagementManagement

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Gift ProcessingGift Processing

Planned GivingPlanned Giving

Challenge Gift/PledgeChallenge Gift/Pledge

Prospect ManagementProspect Management

ManagementManagement

Volunteer TrackingVolunteer Tracking

Event TrackingEvent Tracking

RecognitionRecognition

Duke SAP CRM SolutionDuke SAP CRM Solution

Starts with base CRM productStarts with base CRM product

SAP CDP group has developed custom SAP CDP group has developed custom addadd--ons based on input from Dukeons based on input from Duke

CRM + CDP addCRM + CDP add--ons form the core of ons form the core of

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CRM + CDP addCRM + CDP add--ons form the core of ons form the core of SAP’s Advancement offeringSAP’s Advancement offering

Further DukeFurther Duke--specific enhancements specific enhancements during Duke’s CRM/Advancement during Duke’s CRM/Advancement implementation projectimplementation project

SAP Custom DevelopmentSAP Custom Development

Expanded Relationship ManagementExpanded Relationship Management

Expanded attributes on Business PartnerExpanded attributes on Business Partner

–– Degree informationDegree information SalutationsSalutations

–– Seasonal addressesSeasonal addresses RatingsRatings

–– Custom SearchCustom Search Business AffiliationsBusiness Affiliations

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–– Custom SearchCustom Search Business AffiliationsBusiness Affiliations

Alert/Comment ManagementAlert/Comment Management

Prospect ManagementProspect Management

Planned GivingPlanned Giving

Recognition Recognition –– Soft CreditsSoft Credits

Crosswalk of CRM to Functional Crosswalk of CRM to Functional ScopeScope

FunctionFunction CRM CapabilityCRM Capability

Constituent ManagementConstituent Management Business PartnerBusiness Partner

Pledge ProcessingPledge Processing Sales Contracts/PricingSales Contracts/Pricing

Gift ProcessingGift Processing Sales Orders/PricingSales Orders/Pricing

Planned GivingPlanned Giving Sales Orders/PricingSales Orders/Pricing

Challenge Pledge/GiftChallenge Pledge/Gift Sales Contracts/PricingSales Contracts/Pricing

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Challenge Pledge/GiftChallenge Pledge/Gift Sales Contracts/PricingSales Contracts/Pricing

Prospect ManagementProspect Management Opportunity ManagementOpportunity Management

Campaign ManagementCampaign Management Campaign ManagementCampaign Management

Membership ManagementMembership Management Business Partner/Campaign Business Partner/Campaign ManagementManagement

Volunteer TrackingVolunteer Tracking Activities (Sales)Activities (Sales)

Event TrackingEvent Tracking Activities (Sales)Activities (Sales)

RecognitionRecognition CDP CDP –– Custom DevelopmentCustom Development

Project Status at HERUG 2008Project Status at HERUG 2008

Contract Signed Contract Signed –– June 2007June 2007

Project KickProject Kick--off off –– August 2007August 2007

Functional Design ProcessFunctional Design Process–– Meetings with over 50 Duke functional resources Meetings with over 50 Duke functional resources

involved with Advancementinvolved with Advancement

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involved with Advancementinvolved with Advancement

–– 200+ page Functional Specification document200+ page Functional Specification document

–– Multiple review sessions of Functional Spec Multiple review sessions of Functional Spec documentdocument

Functional Specification Completed Functional Specification Completed –– November November 20072007

Design Completed Design Completed –– February 2008February 2008

What’s Happened Since HERUG 2008What’s Happened Since HERUG 2008

TaskTask DateDate

SAP completed custom CRM SAP completed custom CRM development workdevelopment work

October 2008October 2008

Duke completed acceptance Duke completed acceptance January 2009January 2009

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Duke completed acceptance Duke completed acceptance testing of SAP CDP softwaretesting of SAP CDP software

January 2009January 2009

Duke kicked off implementation Duke kicked off implementation projectproject

February 2009February 2009

Duke completed blueprint phaseDuke completed blueprint phase May 2009May 2009

Duke started realization phaseDuke started realization phase June 2009June 2009

What Happens Next?What Happens Next?

Realization Phase Realization Phase ––

–– ConfigurationConfiguration

–– Additional Additional enhancementsenhancements

–– Web UI adjustmentsWeb UI adjustments

Go Live PrepGo Live Prep

–– Integration TestingIntegration Testing

–– Stress TestingStress Testing

–– End User UI TestingEnd User UI Testing

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–– Web UI adjustmentsWeb UI adjustments

–– ConversionsConversions

–– InterfacesInterfaces

–– Report developmentReport development

–– DocumentationDocumentation

–– Unit testingUnit testing

–– Training Material Training Material DevelopmentDevelopment

–– End User TrainingEnd User Training

–– GO LIVEGO LIVE

Implementation Project ChallengesImplementation Project Challenges

Focus of fund raising community given Focus of fund raising community given challenging giving environmentchallenging giving environment

ReportingReporting–– 775 legacy reports/extracts reduced to 400+ required 775 legacy reports/extracts reduced to 400+ required

from SAPfrom SAP

–– 56 departmental shadow systems for fund raising56 departmental shadow systems for fund raising

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–– 56 departmental shadow systems for fund raising56 departmental shadow systems for fund raising

ConversionsConversions–– Data problems in legacy systemData problems in legacy system

Prospect ManagementProspect Management–– Functional definitionFunctional definition

–– Continued development on legacy systemContinued development on legacy system

Enhanced CRM to FI IntegrationEnhanced CRM to FI Integration

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Basic Constituent DataBasic Constituent Data

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Basic Gift DataBasic Gift Data

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QUESTIONS?QUESTIONS?

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QUESTIONS?QUESTIONS?