Infoworks the cloud facing organisation pr1

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

Org

Membership

Events

Cases

Advice & InfoSales

Volunteers


Organisations today?

• So what has changed?

Fundraising

3rd Sector

Org

Membership

Events

Cases

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

CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

inside

outside

Our changing world


Our changing world

Products

Services

Information

Clients

Physical delivery

CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

Mobile

inside

outside


Our changing world

Products

Services

Information

Clients

Physical delivery

CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

Mobile

inside

outside


The cloud facing organisation

• Contrast this with...

Products

Services

Information

Clients

Physical delivery

CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

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

CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

Mobile





CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

Mobile





CRM

CMS

Social Media

Mobile





CRM

CMS

Social Media

Mobile


Possibilities: CRM – CMS – Social – Mobile

CRM

CMS

Social Media

Mobile


Possibilities: CRM – CMS integration

• CRM services in CMS

• Shared login

• Examples

– Third Sector Design (Salesforce)

– London Council (Dynamics)

– ThankQ

– Infoworks

• Impact

CRM

CMS

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











• 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…

• …

Login

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

Home X Y Z

Login


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

gs

My Renewal

Home


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

CRM

CMS

Social Media

Mobile


Possibilities: CRM – CMS

CRM

CMS

Social Media

Mobile


Possibilities: CRM – CMS – Social

CRM

CMS

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? Twitter


Social Media – must we? Facebook


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

CRM

CMS

Social Media

Mobile


Possibilities: CRM – Mobile

CRM

CMS

Social Media

Mobile


CRM - Mobile opportunities


CRM - Mobile opportunities

• Staff use

• External use

– Why good?

– Good for?


Possibilities: CRM – CMS – Social – Mobile

CRM

CMS

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

s

My Buy

My Booking

s

Home

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

Pay

Enrol/Register

Pay

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

CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

Mobile


Strategies – and we’ve got complexity


Strategies – but when you boil it down

Products

Services

Information

Clients

Physical delivery

CRM:

Contacts Fundraisin


…

CMS:

Brochure

Client login

Social Media:

Facebook

Twitter

LinkedIn

Mobile


Strategies for cloud facing organisations

Organisational Strategy

Constraints:- Technical- Financial- Social- …

Processes

IT Strategy

CRM

CMS

Social Media

Mobile

Watching

Labs


Strategies for cloud facing organisations

Organisational Strategy

Constraints:- Technical- Financial- Social- …

Processes

IT Strategy

CRM

CMS

Social Media

Mobile

Watching

Labs


Thanks to:

• Stony Grunow

• John Bird

• Michael McAndrew

Date post:	14-Jan-2015
Category:	Technology
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Infoworks the cloud facing organisation pr1

Technology