Automated sales software for Nonprofit

How to create outlook signature

hello and welcome to our webinar on salesforce's program management module my name is ruben singh and i'll be your presenter for this session i am also the founder and ceo of one-tenth consulting one-time consulting is a registered salesforce.com and salesforce.org partner and we work exclusively with nonprofits uh one temp has a variety of services from strategy to implementation and change management and we are very excited to uh discuss this topic with you today sales forces program management module uh while the program management module or the pmm as it's often referred to as a very well marketed and very well documented application we at one tenth wanted to give you a different angle and perspective of the feature as consultants who worked with many organizations that deliver programs before this module was available and also some of our experiences having implemented it over the recent months so we hope this gives you a more practical understanding of the feature set and will definitely offer up some lessons learned from our experience implementing it so as i mentioned before we've worked with several nonprofits over the years that deliver programs and to simply put it the crm systems that have supported them over the years have really fallen short when it comes to program management uh nonprofit crm systems have come a long way with other features you know donor management complex gift processing grant management case management email marketing you name it and some have even extended their scope to volunteer management but when it comes to program management there hasn't really been much so our customers have been using everything from excel spreadsheets to google docs to program to actually project management tools to track their program information and measure their impact and while nonprofits are great with making things work with the tools they have it is definitely less than ideal even if for the simple fact that your program data is now completely disconnected from your constituent and fundraising data and now you need to go to multiple places to get the full view of the constituent furthermore it perpetuates this idea that i often challenge that hey you know my program participants they are my program participants my volunteers and my volunteers my donors or my donors my partner contacts belong in their own place everybody has their own category and ever in their own box that they belong in and at one tenth we believe this approach is very limiting and you end up with losing out on engaging your constituents in different ways in fact your program participants know your work more deeply than anyone else does so why shouldn't they be solicited for volunteer opportunities or donations of course there are exceptions depending on the type of work you do where it may not be appropriate but we often find that by breaking down some of these data silos you'll find ways for your constituents to engage in your work uh in in never before seen ways and for years we've been customizing program management for non-profits so it's very refreshing to see that salesforce has added this program management module to the core platform so to to summarize who is this module for it is really for any nonprofit that is offering programs and services it provides a standard framework uh not only to define those programs and services but also to see who is engaged and what actual services are delivered down to the units and also provides very meaningful output through reports and dashboards it is free in the sense that if you have salesforce licenses whether they are donated through the power of bus program uh they are paid licenses or a combination of both there is no extra charge to download the program management module so you download it from the app exchange make a few configurations and you're good to go and this is important to note because several features recently released from salesforce you know there are some that are paid and some that are not and this is one of those modules that is uh that is a free app so the functionality of the program management module can be broken down into these following components the first of which is programs and services programs are just that you know what uh what programs does your nonprofit offer uh and what are the different services that live underneath each program as you can imagine you could have many programs and you can have different services underneath each and we'll go through examples of each of these but for programs what is it that your organization delivers and what are the different sort of subcategories or services that fall underneath each of those the second is program engagement so a program engagement is where we connect a program to an individual it is essentially the intersection of the two so when someone applies or is enrolled in your program you create a program engagement record and an individual can be tied to one or many program engagements program cohorts now this is something i honestly don't see a lot but perhaps it's more common in certain program areas over others but this is essentially a way of flagging a group of individuals and grouping them together for programmatic purposes let's say that a group of participants are enrolling in a job training program that you offer and it's funded by a government grant well you can call this cohort the 2020 grantees or federal grantee recipients or let's say there's a group of participants who are enrolling in a program due to a campaign that you launched during your annual gala so these could be gala participants so basically if there's any way you want to track impact by a group cohorts can be of use the next area here is service delivery so service delivery is where everything ties together it's where you tie the participant to a service so where counseling for example may be a service of yours attending an actual counseling session would be your service delivery so a service delivery record can be created for each session of counseling each works workshop that you deliver each pound of food or meal that you distribute so when you think of service delivery think of your impact reporting and how you want to measure your work and with bulk service delivery as you can imagine there will be a lot of service deliveries to track especially if you have multiple services and multiple programs so salesforce has thought of this and offered a bulk service delivery tool so think of it like a gift entry manager feature for programs you can enter multiple service deliveries in one place and commit them to the database all in one shot so let's take a little bit of a look under the hood here with our erd as you can see that we have two standard objects here and five custom objects so this module will five custom objects into your salesforce org i'll kind of work from the bottom working up here so we start with a program as you can see a program has many services associated with it and you can have many cohorts tied to that program and as we said the program engagement is where we tie the individual where we can where we tie that constituent to the program and that program can have many service deliveries associated with it so in nutshell this is sort of what the overall data model data architecture looks like all right so we're going to go into a demo here in just a minute but let's let's put together a a use case so here's my fictional human services organization called helping hands and they provide services and support to individuals returning home from incarceration so here we have four different programs jobs housing food security and financial and underneath each of those are the services that we offer interview workshop resume workshop transitional housing so on and so forth so this is the the model that we're going to look at when we take a look at the system and let's do that right now let's jump into our salesforce org all right okay so what we have here is our home page and i like to keep things as out of the box as possible so you can really see what things are going to look like as soon as you as soon as you the package and so you have your home page here which we're going to talk about a little bit in a minute and you have your default app here for program management specifically with the tabs and tools that you need let's first take a look just as an overview at what the programs look like and here are the different examples that i showed you earlier and let's go into jobs so here for the jobs program i can indicate the status is it active is it a former program i can give a high level description when it started so on and so forth i also have this quick snapshot here to see how many people have enrolled in this particular program this month underneath that i can see all the services that are associated to this particular program and then all the engagement so these are all the people who are either enrolled applied what what have you tied to this particular program in this case i do have one program cohort associated with the 2020 scholarship program so from here this is a program let's take a look at what a service looks like so again this is a service that falls underneath a particular program again i can give a description but this is where i indicate the unit of measurement so in this case this workshop is measured in hours but as i mentioned you can have workshops you can have classes you can have pounds of food you can have number of meals delivered so you can really get creative with how you use this uh measurement piece right here and i can see how many units were delivered over the last six months and then the service delivery so again we have our program we have our service and then we have before i go to service delivery let me talk a little bit about program engagement so i'm going to go back here and i look at clint's record and i can see that clint is associated to this program the jobs program through this program engagement record and i could then see all the different sessions that clint participated in in this case workshops that he participated in these are the service deliveries so this is a program engagement record and then for each time that uh he has participated in one of the services that we offer you can have your service delivery uh uh analysis here and one thing i want to call out here is this says this is the service that he participated in it was for one hour and the assumption here is that this is an internal um staff member who's providing the service but in the case where it might be an external service provider or you've referred that person to someone else to someone else you can indicate who that service provider is so that way you can kind of see how many of these service deliveries were referred out so that's just a quick overview again of the four areas that i wanted to show you in terms of the the program the service the program engagement and service delivery let's walk through an example so i'm going to go to sandra's record right here she has a contact in the system as you can see a quick look i have some basic information about sandra and i have an open case that she is associated with and let's say that we get to a point where we decide that sandra's going to be enrolled into one of our programs so you'll see this new button right here called add contact to a program and it's going to give me the programs that we're going to associate with her to her i'm going to say financial and i can say what role she's going to play is she a client volunteer service provider she's going to be a client and let's say i hear my different options but i'm going to say that we're going to go ahead and enroll her at this point i'm not going to associate her with a cohort but i'll give it the start date of today and now she has been enrolled in the program and that is going to create a program engagement so she's now enrolled in the financial uh program and then whenever she attends an actual workshop of ours or class of ours specific to uh financial we can create a new service delivery so here i'm on the program engagement record i'm going to hit create new service delivery and i can indicate that she attended the financial literacy workshop and it was one unit so it was one class that she provided it was done internally so we can leave this blank and i hit save so now on sandra's record if i just jump back to her client record to her contact record there i can see again her information the cases she's associated with i can see the service uh the program engagements that she's associated with and i should be able to see that service delivery and there it is okay and there's the service delivery so i really get a good snapshot of everything that's going on with sandra just by looking at her contact record so as you can imagine if i'm doing service deliveries all day across multiple programs i'm going to need something else a quicker way to enter those rather than going one by one and that's where this bulk service deliveries tool comes in handy um so here is where i can enter a few different people and i'm just going to say that he's going to attend financial one here okay i'm going to add another entry here and i'm going to say that joe is he's already has an engagement for housing so i i need to make sure that the the engagement already exists before i use this tool and so you can see that depending on what i select here it will change the units and there's one voucher okay and then let's add one more service or one more service delivery we have john his engagements we have one here for housing also we'll put him down for one hour transitional housing discussions so here i can put as many of these as i want it's pretty easy to add as many entries i can hit done and it's going to add all three of those service deliveries in one shot so at high level those are some of the things i want to show wanted to show you again it's the program it's the service the program engagements the service delivery and the bulk service delivery uh just the last thing that you know since we're here again the home page is super useful um it provides active program engagements the service delivery summary here you can also use this for just key data integrity data hygiene type of information so i like this example you know show me all my client records with missing phone numbers so think about all those things that make it really tough for you as a as a service delivery organization as a program delivery organization uh especially when it comes to data hygiene and you can call these things out you know give me all my contacts that don't have birth dates give me all my contacts where there's a lead source undefined and start bringing those things to your home page so that you can surface these types of issues as you go along the other thing i wanted to point out the last thing i'll point out is there are some pre-packaged reports that come as part of the part of the program management module so if i go into all folders here i will see embedded reports and i will see this on this unpackaged program management report folder and so these are all excellent reports here pretty much all the ones i would create for a customer you know as part of a small project so these are all available to you out of the box as soon as you the module all right so that is what i wanted to cover in terms of the demo so now let's talk a little bit about um some of the things that we've learned or some of the things that uh you know we've noticed as we have uh implemented this uh this feature so let me jump over back here all right so what do we like what do we like about salesforce's program management module well for starters it has a very simplified clean architecture it's only a handful of objects as you saw and it really doesn't mess with too many of the core objects it's on the periphery of the core data model which is always preferred as opposed to some of the apps that we've worked with that repurpose existing objects or insert objects into places that disturb or disrupt the core model but more so the simplified architecture makes it very easy to scale oftentimes when it comes to programs i've seen organizations say especially when it comes to human services you know sometimes programs change or needs change or funding changes and the organization needs to pivot quickly let's say you're focusing on counseling and then months later you need to add legal case work then a few months after that you need to add immigration work uh then months later you decide maybe we need to pause on counseling for a bit and start doing more advocacy work if you have to create different objects and and disturb your data model each time the program comes on board or is deactivated you're going to create a jumbled mess in your salesforce org and trust me i have seen it so this simple model allows you to onboard and off board if that's a word different programs in a very simple way and it is open source so you do have the ability to configure and customize on top of what's there so you know let's say your out of the box program management module is going to handle 75 of your use cases but say you need to track additional intake information like schooling or income or demographics or family makeup living situations or maybe you need to track something more program specific like your meals on wheels type of organization and you want to track the cost of each meal for each delivery or the type of meal that's delivered or let's say you want to add some automation so you want to notify someone via email every time there's a program engagement of a certain subcategory whatever the case may be this model will allow you to expand through configuration or even build on top uh through custom objects through automations or even apex code if you want to get even fancier as i mentioned we really like the home page in the pre-packaged reports uh in previous it might seem like a small thing but in previous releases this is often very light in the non-profit success pack you know they show this there's great functionality really cool functionality that's been delivered but no real easy way to visualize the output so you're essentially starting from scratch so these reports and home pages are fantastic and they give you a good idea of what is possible and even a good starting point and so most of the orgs i work with they're just gonna essentially clone these existing reports and start creating their own from there also the and config is pretty straightforward you do not need to down you actually all you need to do is download the app from the app exchange and you need to enable my domain outside of that of that it's a pretty simple for admins but i would uh recommend you follow the instructions very carefully because there are a few profile modifications and permission sets that you'll need to configure so everyone in the organization sees all the relevant information for them and of course as i mentioned it is free it is free in the way that you're not paying additional costs and i know anytime i can tell my non-profit clients that they get a cool new functionality that they that they don't need to pay an extra fee for that makes them really really happy um so it makes me happy too uh so thanks to salesforce for that uh and of course it's a living breathing product if you're on the power of us hub there is a group dedicated directly to this module note that there are there's two groups there's a program management group and a program management module group both are good i would recommend joining both but the program management module one pmm is the one that's specific to this product so be sure to to join that group stay aware of enhancements um because they are having frequent updates and releases um and be sure to offer up your feedback for improvements so those are the things that we like but here are some other things that you're going to want to consider before you implement this solution one is there is no clear way to do program intake and we played around with it differently for different organizations based on what their need was but we found that when it comes to intake so you're taking on a new client for the first time some of the information might be more case specific like it's more point in time some of it might be more contact specific some of it might be more program specific specifics excuse me so there's three different sets of data and you need to figure out what makes sense to put what at what play in in which place so for example if it's high level information that precedes enrolling in a program well maybe that belongs on a case record you know so and so called for this reason but if it's info that does not change frequently like their birth date their race their schooling that might belong on the contact um and then anything else that's more program specific belongs on the program engagement layout so you could potentially have up to two to three places to enter information um when you are in taking a new client so again it's just a matter of thinking it through ahead of time designing it ingly and and um making sure perhaps you build the necessary automations to simplify it the other component of this is you only have one program engagement layout to work with out of the box it does not change depending on the program it's still the same layout so even though you might have vastly different programs the layout for program engagement is the same for each program so for my organizations that i work with this was actually not too much of a problem they actually preferred to have one long layout with all their intake fields and then break it up in sections basically based on the program area that they were um the different program areas that they had so it's more scrolling but it really had the fewest amount of clicks so that was their preferred way to do it other than that there's no real easy way to use record types because as you saw when i said add contact to a program it just brings up one form you can't insert or intercept that by giving you a record type solution a record type option there so if you don't like the you know one program engagement layout and um the the one long form then you might need to look into other options like a um adding a lightning dynamic page uh or excuse me the dynamic lightning pages functionality uh where based on you know certain criteria it will give a different layout so these are solvable problems but just you know want to give you some ideas of things that you might want to think about so yes there is uh one layout out of the box for the program engagement and it doesn't necessarily vary by programs unless you're willing to do some more configuration and customization there the second thing is uh the program management module is disconnected with the standard case functionality available in the sales cloud so i mentioned cases a couple times case management is not required to use for program management but most of the orgs that i work with need some element of it um and there's no real connection between the two pieces of functionality so um again when i'm referring to case management i'm talking about the basic case management that comes with sales cloud so uh if you're using it there's no seamless way to hand things off between the case side of things and the program management functionality so many of the orgs that i'm working with are using chatter as a way to facilitate that handoff but if you do want to make that relationship tighter uh you might want to create some lookup fields maybe on the case record for the program so you can see you know what they were referred to or on the program record itself have a look up back to the original case so you can see where it originated from of course you can get fancier and create some automations or workflows where you can create program engagements from the case itself but just know that there's a little bit of a disconnect there in case you're using the standard case functionality and then facilitating handoffs i think i pretty much covered this there is that disconnect there so um you know if you have an engagement team and delivery team a case management team you'll have to figure out how best to communicate with one another if there is no auto automation and for the most part what i've seen is you know a real discipline use of chatter is a good way to do that there's also this potential overlap with the new non-profit cloud case management functionality so as you may know salesforce did release its non-profit cloud case management functionality earlier this year and while the program management module doesn't require it per se it was designed to work in tandem with the pmm so especially for human service use cases uh the new functionality the two the two features work together in that you can take the participant through the entire life cycle from case to intake to tracking any incidents to full program management so it's designed to address some of the gaps that i've mentioned uh in these earlier bullet points um but you should know there is a fee for the nonprofit case cloud functionality and uh may potentially require a service cloud license that part's been a little ambiguous to me looking at the documentation but there's definitely a fee for the case management functionality so most of my clients have have gone with the standard case functionality in sales cloud and using the pmm module because they just simply could not afford or justify the cost for the new cloud case management feature but my recommendation is before you build out the pmm before you build out the program management module at least take a look at what the nonprofit cloud case management functionality offers you because maybe it's not something you implement now but it's something you grow into over time and it's important you don't want to build something that might create an overlap in functionality or duplicative functionality later so if there's some and surely if i know this might sound a little complex so if you need someone to help walk you through these decisions and you know help put together a roadmap for you we're happy to do so another thing and i'm actually going to just jump right in the system here it might be a little easier to show this another thing is we noticed for at least many of the organizations that we work with it's very important to list out familial relationships so let's say the the spouse's name the children's name you know who's living in a house with you so on and so forth and there really wasn't any place to capture that so you can surely create custom fields for all that or what we did is we just added the relationships uh functionality here and this is of course just adding the related list to the layout and we use relationships as a way to track all those familial relationships but that was just one thing that we we saw that was missing that we quickly added and the the last point i have here is there's no formal referral module this is something we were hoping would be built out a little bit but maybe this is something that might come later but there's no real functionality for referrals uh there's just a field you know that we saw their service provider that allows you to indicate you know who may have delivered the service if it was external um but i'd recommend building this out a little bit more maybe you know not just use a service provider field for contact maybe you want to add one for organization maybe have its own heading and sections there that you can run some reports eventually so you can get some good insight there on how many organizations or individuals you referred out so i would recommend building out that referral functionality a little bit more so all criticism aside we are very happy with this product and we are very happy to see it uh part of the core model and um all the organizations that we've worked with um we've been able to implement it for without any any real issues and uh they've been able to use it right off the bat and move off a lot of their excel spreadsheets and templates so all these things that um oh and just so you have it um there's plenty of resources available uh you can track down this document right here this is just a non-profit program management right up and here i can just show you what it would look like and so this gives you a great snapshot of what's available what the feature story is how other organizations have used it and then links of course to other documentation and demos i would also recommend uh and i just went through this recently the program management trailhead it gives you just like all other trailhead tools it just really gives you a great overview of the functionality but it also has some good links to resources both documentation as well as videos so you can get a really good handle on what the functionality offers i also mentioned the pmm or program management module power of us hub group so definitely uh log into that join that group so you can uh stay aware of all upcoming developments with the product and then of course a great place for information is the app exchange listing itself and this is where you would actually download things and again it does have links to demos as well as documentation on the features so i know i made all this sound like oh it's really simple to do and really simple to implement but you know it's not always simple so so one-tenth consulting can help um what we can do for you is many things we can review your current program delivery model understand how your business works help you map it out and really figure out is this the right solution for you is the salesforce program management module the right solution for you and if so how can we bring it into your org we can perform a fit gap analysis uh and put together a roadmap for you chart out a roadmap on how you can bring this feature into your system as well as bring over any data that might be living in other places and get that up and running for you so you can have a dashboard on all your programs in no time we can assess your current crm sometimes we we walk in and say ah we can easily implement the pmm module uh and other times we say oh this is like a 10 year old system maybe we need to re-look at uh you know maybe starting fresh if you're ready for for a fresh look at npsp we can help you assess your current cm and we have products available like our fresh start program our jumpstart program to help you get up and running on a fresh instance of salesforce uh in a matter of weeks of course we can help with the implementation itself um and also after implementation you know what are the change management elements that are needed whether it's training whether it's governance you know whether it's user adoption we can help you with all aspects of this so i do encourage you as you're thinking through this to please give us a call every organization we work with has their own unique situation own unique circumstances so the best thing to do is give us a call a no pressure phone consultation and we'll be happy to discuss with you your situation what your thoughts are on program management or any of the salesforce features and how we can uh help you in in meeting your goals and help moving your mission forward uh so i do encourage you um to reach out to us and and surely follow us on social media uh even if you're not necessarily ready to make a move at in the near term we are frequently posting uh information on our blog and our social media channels about things to consider for your non-profit and for your nonprofit tech strategy so uh definitely follow us and keep in touch with us and with that i would like to thank you so much for your time and have a great rest of your day