Manage deal flow with our CRM for Nonprofit

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hello and welcome to our webinar where we'll be discussing salesforce's non-profit cloud case management product during this session we'll be talking through the features walking through a demo and offering up our thoughts and experiences in implementing this module for our customers before we go any further i want to start by thanking you thank you all for taking the time to watch this recording and we'll be sharing our contact information at the end and we encourage you to send us feedback so we can continue offering content that will help you on your salesforce journey my name is reuben singh and i'll be your presenter today i'm the founder and ceo of one tenth consulting one tenth is a boutique consulting firm that exclusively serves nonprofits we are a registered salesforce.com and salesforce.org partner and work closely with organizations in moving their mission forward through a variety of services including strategic guidance crm implementation training and user adoption i'm personally really excited about sharing this functionality with you today simply because we at one tenth work with a lot of human services organizations and we've seen firsthand how challenging the case manager role is at these organizations and for too long case managers have been using tools not really designed for them so it gives us great pleasure to offer something to our non-profit customers that can help streamline their work reduce manual processes and ultimately help them provide the highest quality care for their clients the organizations that we work with doing case management were either using spreadsheets to manage long-term care or they were using homegrown applications or databases separated from salesforce and those that were using salesforce were using case features and queues through service cloud and while it's understandable uh to use that functionality it's definitely not ideal the functionality that was built for help desk use and ticket management can really only take you so far when you're trying to manage client care for counseling housing and legal advocacy so many of our customers built their own custom processes within salesforce which of course has its pluses and minuses in the last several months the program management module has become an excellent addition to the non-profit cloud suite to support human services it's very good at defining who is in what program at any point in time and measuring your services delivered where it falls short is telling the full story of that client from the time of their first interaction with your organization to how they've progressed in their goals to the specific outcomes once they've left your program it's that long-term story that we're missing and that is where case management comes in and fills the gap with a user experience that is really designed for case managers now with all recent products from salesforce these are all very well documented products so i'm not going to spend a lot of time going into detail with the erds the permission sets uh the configuration steps and so on i'll point you to those resources at the end of the webinar and i'm happy to have a follow-up conversation with anyone to go into more depth on those areas but for this session i want to focus on the kinds of things that you won't find in the documentation specifically our experiences while implementing case management so if you're considering case management there's a few things you want to know up front first and foremost case management is dependent on the program management module so you'll need both and i believe if i remember correctly when you case management program management comes along with it but both products are needed case management is dependent on pmm if you're not familiar with the program management module i encourage you to take a look at the webinar that we have available free on our website on demand and as you may know the program management module does not have any additional license costs but case management does there is a per user annual cost there and i'll be sharing more information about that towards the end of the webinar the other point is as you can guess case management is compatible with npsp but it's not required you can use it on other editions not using npsp and the last point i want to bring out is i know this is something i was a little confused with at the very beginning when i learned about case management it is not really related to the service cloud case functionality so there is a small area where there is overlap where case management does use the standard case functionality that's available in sales cloud and service cloud but think of these as two very different products and you do not need to have service cloud running in order to make case management working here okay so let's go ahead and talk about some of the key features it's these seven features that that are really going to be the focus for our presentation today so first of which is the enhanced home page and this is really designed to give case managers everything they need at their fingertips to manage their day or to quickly take action you'll see in the top right hand corner i can easily look at the program engagements i'm responsible for i can quickly create progress notes or interaction notes i can create a new contact it's all available to me as well as my events my tasks and key incidents that i need to be aware of the other feature is the enhanced search functionality and this allows you to search on clients and i say clients specifically these are only contacts that are flagged as clients and you can search on any text field including last name birth date id which we'll talk about in more detail global search is still available but this is a more enhanced search that is accustomed to how case managers look up clients so this is now available the third feature we're going to talk about is the client snapshot and this is really my favorite feature the contact page has been completely redesigned to know exactly where a contact is at any point what programs they're engaged in any incidents they may have been involved in their case plans assessments and notes which we'll talk about in a little bit more detail but here's also where you'll see any critical alerts so you'll see in this case with sharon i've noted that she's been recently divorced and i've also uh mentioned that she's on the watch list and and that watchless definition is really anything that that you define it at your organization but someone who might just need special attention for a period of time so those critical alerts are something that we can add to this contact layout and another item i wanted to talk about is case notes this is a very flexible way to capture interactions and this is where case managers are going to be spending a lot of their time it's not quite meant to be tasks it's not quite meant to be chatter and i typically see this with the case managers that i work with they refer to this as oh this is where i track my progress notes for each of my clients all right and then we also have case plans and this is where we can set custom goals for each client as they pursue our programs or we can apply a templated set of goals that are pre-built and we're going to walk through those in the demo we also have assessments these are give you the ability to track quantitative performance say on a proficiency test that you're tracking on behalf of the client and last but not least we have incident tracking and this is where we can track whether the client has been involved in any sort of altercation legal issue or anything else that may be relevant to surface for case managers all right so those are the seven areas that we're going to cover in our demo i'm going to jump into the demo now but before i do that i want to take a quick detour and give you a two minute refresher on the program management module functionality without a foundational understanding of pmm it's going to be a little tough to understand where the case management leads to so i thought let's let's start here as you know we you know as a human services organization we offer programs that program could have many services associated with it the moment a contact engages in a particular program they enroll in a particular program a program engagement record is created for them and then the moment when they participate in one of the services that the program offers that's when we create a service delivery record all right so let's walk through a quick example of that and then we'll jump back here to uh our slides and continue the demo all right um so let's give me one second here [Music] okay um and so what i'm gonna do here let's uh start with programs and i'm going to go to the housing program and so this is just basic information about what the housing program offers um and uh for this particular program we have three services we have the uh housing orientation counseling and assistance and the way i engage a individual to this program is i say add contact to program and in this case i'm going to associate haley to this program we're going to say that she is a client we're going to say that she is enrolled in the start date as of today i save that and that is going to create a program engagement record for haley and so that's where i track who is in what program but once haley actually participates in one of the program services so i'm on that particular engagement record and i'm going to say and this is specific to haley for the housing program i'm going to say create new service delivery and i'm going to say that haley participated in the housing orientation today and that was one session one orientation that you participated in i'm going to hit save so that is in in simplest form the way that we create an engagement record and then how we create a service delivery record and now we can measure our results and see who's in what program and how many services have we delivered all right so that's just a very simple overview of the program management module functionality all right let's let's jump back to our slides here for a second okay and so um in case management uh as you saw there this is very very good at capturing who's in what program and what services have we delivered but we need something that's going to track the full process from intake to creating our assessments and case plans so this is what we're ultimately going to measure our success or measure our outcomes uh and then we also have the program engagement and service delivery component that i just showed you and then we can go back to our goals go back to our assessments and see did we accomplish what we set out to for this particular client are they where they need to be right now and if not let's see what we need to tweak in order to get them where they need to be now i kind of made this look somewhat linear but it's not always linear you could potentially go directly from an intake to program engagement um so there is some flexibility in what order that you do things here but just conceptually i wanted you see this idea of of an intake being able to set some uh goals for the client enroll them in programs and then measure our outcomes okay so uh for the purpose of our demo here we're going to assume this uh fictional baltimore based organization uh the it's a refugee service center called be more refugee service center and we offer services for refugees who are um settling in in their new home okay so let's go ahead and go into the system all right okay so when we first log into the system we are taken to this home screen and as i mentioned just a lot of information and a lot of quick ways to create new contacts new notes and view my program engagements but for what i'm going to do here and every organization does this a little differently but at bmore the way we do it is we have a queue of cases of inbound referrals and then our case managers are monitoring and they're looking for to see something that is specific to their area and as long as there's uh people in the queue here uh they'll just pick up one of those items and start working on it so as a case manager i see okay there's sharon kim right here i'm going to go ahead and take a look at this case that has come in from a referring organization and i see that she needs job readiness support okay no problem um so what i'm going to do in in my case here is i'm going to uh first change the status of this to working just so everybody knows that i'm working on this and nobody else should pick this up um but then i'm also going to go ahead and create an intake for sharon so i say create intake here on that top button and you can see that i have the actual inbound case that this was that sharon situation was referred to us with and i see that sharon already exists in the system she has a client id that we generated and you'll see that the client id can either be generated manually here or if you choose to if you have it from a legacy system uh those client ids can be supported as well i have basic demographic contact emergency information about sharing on file i can upload information um and i can track results there's there's so much going on here so what really helps us guide us through this intake process is we can create checklists and this is completely configurable completely customizable and let's say as part of bmor's refugee center process there's different intake processes depending on the scenario so let's say i have general intake for most clients but if it's an asylum case then i have to handle a little differently and there's different steps i need to take in the case of sharon's and she's looking for job readiness support i know that i can follow the general intake checklist and what this is going to do is just give me a series of steps that i can follow to make sure i've accomplished everything i need to as part of this intake process so as part of these are my four sections validating that the inbound referral is in place and everything's closed out there collecting information verifying their documentation and then assessing all the program needs that they might have each of these can be broken down and i have sub steps underneath again completely configurable completely customizable and i can check off as i've completed each one of these throughout this process and i don't need to do it all at once it doesn't even need to be in order and then some of these may not apply but the idea here is that i have this guide that's going to help me make sure i have completed everything i need to move this on to the next step so i'm going to let's say i get to the point where i i update the the inbound referral and i close that out i verify the appropriate information on their file to make sure it is what we need i have verified their documentation and then now i'm at a point where i need to assess their program needs i have conversations with the client see what uh what they what areas we need to focus on and then i want to enroll them in the programs so again the checklist process is going to help me with that and know that an organization cr you can create as many variations of checklists as you need so i get to the process with sharon where we've determined yes she needs to be enrolled in the job readiness program well that's pretty simple all i need to do here is hit new program engagement and that will enroll her into the job readiness program and i'm going to say that she's going to be enrolled as a client and she's currently in an applied state all right and the start date is today and save that record um and you know i could if i wanted to notify um the the program manager but in the case of be more service center the way it works is i'm as a program manager so i'm switching roles for a second here i'm going to be constantly aware of my program engagements and see what's come my way and right here i see that the case manager has essentially assigned this to me sharon kim in a job readiness program in an applied state i'm responsible for job readiness so i'm going to look into this a little further all right so i'm going to essentially click on sharon's record i see that she's applied and now i gotta look into what we need to do to get her enrolled in the program so this might be a good opportunity for me to look at sharon's record this is again her client snapshot and pick up the phone and give sharon a call so this is could be where i enter a new note and say all right i'm going to say initial interaction call with sharon and let's say it wasn't in person i will say it's a phone call okay and i can create tags if i wanted to but i'm gonna just keep this real simple here and say um good call with sharon she has supplied all materials to participate or to enroll in job readiness i'm going to say also need to enroll in esl so she wants to work on language proficiency so that is the way i might handle that okay and um you can check out the documentation there's a lot that that can be shared about this notes feature it's a very powerful function here but you can keep it in draft status if you want but for now i'm going to move this into sort of a publish status i'm kind of done with this note at this point and i've tracked everything i need to there so i'm going to go back to sharon's record and now that i know that there's two programs that i need to enroll her in so um i'm going to uh looks like okay all right we have her uh enrolled into into job readiness and that was a step that we've already done but based on this conversation uh we learned that we need to also actually what i'll do is i will change her status to enrolled but the other thing is she also mentioned esl and that didn't come in during the the intake process so we want to make sure that we enroll her to that program as well all right so i'm going to say add contact to program and we're going to enroll her directly into the language proficiency program okay so now we have sharon's program engagements lined up we know exactly she's looks like she's previously participated in housing she's now enrolled in job readiness and then we also have her enrolled in the language proficiency program all three programs all right so now let's move along and take on some of the next steps here we want to create a case plan for sharon so specifically around job readiness there's certain steps in certain processes and methods that we want to follow to make sure that she's getting the most out of this program so i'm going to say new case plan here and i'm going to say this is going to be her job readiness program and what i can do is i can assign specific goals to uh to sharon and so we can measure those goals as we go along now the thing is we already have by select job readiness here we actually have a templated set of goals that are already available for job readiness so when i hit next it says do you want to look at the the goals and templates that are predefined and here's some of those steps i can look to see here which are the ones that apply to sharon so i'm going to say i do want her to draft a resume i do want her to have some one-on-one practice interview eventually apply to 35 positions finalize her resume and secure that job all right and we're going to hit save here and you're going to see that it will create let me just give this a second to refresh one moment okay it will create this goal for job readiness and here's all the individual action items that we came up with here i can select due dates for each of these assign to if there's going to be different program managers or case managers assigned to it and then track the status of each of these items so you know as i mentioned i could have created new goals from scratch i could apply a template and add new goals to it or edit those goals but but what i showed you before in setting up that template is really to give you a starting point and then you can make edits from there and customize this case plan specifically for sharing all right and then you can of course have multiple uh case plans depending on the different programs that sharon is engaged in all right so that's a little bit about case plans uh and that is uh again a way that we start measuring uh the direction that we need to go with sharon and making sure that she's getting all the services that she needs and is hitting all the goals that we've collaboratively come together for her all right so that is case plans the other point i wanted to show you was assessments so we talked about language proficiency a little while ago so what i can do with assessments is i can start tracking so it looks like we had some assessments for her earlier um so focusing specifically on esl i'm going to hit new right here and this i did create a custom record type and custom layout for esl assessment and so if you have different types of assessments you can create custom record types and layouts and so this one is going to be esl exam scores and let's say what i'm going to do here is just say that on december 1st we had a 70 and 80 here in reading and listening comprehension and i'm going to save that and then that was earlier in the month and then today we have improved scores and so by doing that when i go to assessments here and i refresh this and i'm going to select the appropriate record type here uh you can see that it tracks the scores so we went from 70 here to 90 and then we went from 80 to 100. if i hover over this i'll see that this is associated with listening comprehension and this is associated with reading comprehension so over time i can track the exam scores and analyze this and see where we potentially need to make some tweaks or some improvements in our in our programming and then moving through the rest of the tabs here this is where i can of course upload files that are relevant here the details is essentially a view that you're accustomed to this is essentially the the contact layout where i can update uh demographic contact information address information emergency so on and so forth so this is the common details tab that we're used to seeing and then on the related tab again it's going to see all the the related components that sharon is associated with in the system so i'll see all her intakes all her cases this is where i enter the client alerts as well as all the notes that are associated with sharon and her program engagements and service deliveries all are captured here so these are sort of the related tabs and the details tabs that we're accustomed to seeing in the standard contact layouts so that covers majority of the areas that i wanted to to show you here um the only other things i wanted to point out is um you know in the intake process we went directly from intake into program engagement and and such but there could be situations where within the original intake form uh maybe we couldn't help sharon maybe that she was looking for financial literacy programs or counseling or something that we didn't particularly offer so what we could have done in this intake process is we could have said new outbound referral and just fill out and say hey you know what this is uh probably something that one of our other partner organizations it can handle for us better than we can um and then i can enter whatever you know details i want to say why we're handing this over um needs help with financial literacy and that's a service that we may not offer here and um and it could also be that you do both you create uh an intake and you engage different programs that we do offer but at the same time you might need to refer them out for certain things that they need that we do not offer all right so um that walks through most of the areas that i wanted to cover the only other thing i'd say is uh just reports in general uh we're always accustomed to seeing some reports that are available there are some out-of-the-box reports available for case management if i go into folders you'll see these here and so some of you're probably familiar with the program management ones but these are some reports that are specific to case management in intakes by stage the top goal templates that are used inbound referrals so on and so forth so this is always useful to see you know what have we referred in what have we referred out so on and so forth okay so while there was a lot to cover in this demo i really hope that you got the uh then the main points here uh that we do have an ability now to track the intake process um to set up case plans and assessments so we are measuring our success and working with sharon in a very clear way so we know that we have very set goals we have set parameters that we want to meet uh and um so we can offer the highest quality care to sharon and then we also want to be able to take sharon through the process enroll her in the appropriate programs make sure that she's uh uh getting the services that she needs and then ultimately measuring our outcome to see are we are we doing everything we can for sharon or are there things that we need to treat to tweak in our program um to better serve her all right that covers the demo and we're gonna just close out with a couple more slides and wrap things up all right so what do we like we've implemented this now for a few customers and uh we we've seen sort of the the ups and downs of it and and here's uh what we'd like to share these are the things that we like um it does offer an enhanced user experience and it's not just new functionality back in the old days salesforce would create new functionality and it's basically new objects new fields new related lists and it just clutters things up this is like a completely redesigned experience it's really thinking about the end user the case manager the program manager and so it offers that customized home page it offers the visuals through assessments it offers the client snapshot so it really delivers i know i keep saying it but i think that's the most powerful part of this whole application the enhanced user experience that's designed for human services the second thing is it is its own managed package it is not a variation of service cloud it's not just uh help desk functionality with a few bells and whistles this is its own managed package that is specifically designed for human services the third point here is it is open source and built on top of it so while there are different objects and fields and layouts and and visuals there there's not a whole lot of logic shooting all over the place um you know different triggers going off and different workflows which i like i i you know i think that's where you know organization by organization needs to develop as needed so um you know build on top of it go ahead and add quick actions go ahead and add dynamic uh forms in your lightning pages uh add approval steps add process builders workflows um to to enhance uh and automate some features that you're not seeing right now i also like how it's very flexible and adaptable in particular the goals and the checklists there's not like this set stage that you need to follow or a certain number of steps that need to happen or this linear process that you need to go on it's very flexible very adaptable non-linear and you can create any variation of checklists or goal templates that that apply to your organization or none at all it's not something it's forced upon you either the other point here is case management does leverage some core platform components so you saw we didn't really spend too much time on this today but for the incident tracking it does use the standard core case function and in fact the checklist does use the standard uh core action plan concept so this is a great way where salesforce is leveraging existing components that exist in the core platform and surfacing for these uh specific products and last but not least the starter reports um you know this isn't something that salesforce didn't always do historically but it's getting a lot better at you know just even if it's just six or seven reports here are some key metrics that you're going to want to track and then it allows you to to modify those or give you ideas on what you can build from there so these are all things we really like about case management now some things to consider uh where does the data live as you saw here um you know when i sit down with our customers and start going through their existing data we have to make a lot of decisions so where are we going to map this new data this old data is it going to go to the contact layout or record is it going to go to the intake record is it going to go to the program engagement or service delivery there's lots of different places where data can live so you just really need to be thoughtful as to where that data is going to be mapped so usually the rule of thumb is for me is uh if that data is permanent you know like age or birth date or uh race ethnicity that kind of thing uh that might be information that lives on the contact if it is uh something specific to the enrollment of a program well that probably belongs on program engagement if it's something that is tracked when services are delivered that's on the service delivery and if it's anything else maybe it belongs on the the intake layout you know the place if it's just information you need to know uh when somebody is uh when you're gathering information about an individual for their uh to be accepted into the program that might be something that you track at the intake level so knowing you know what data you have and where it goes because that could get a little complicated i'm gonna i'm gonna come back to the second bullet point because uh that does lead to the third bullet point i have here complex data migrations so if you do have all this data in different places and you have these potentially five six different objects that you have to migrate to it could make your data migration a little complex so rule of thumb is is really step back before you embark on this and say well what data do i really need what data uh how far back do i want to go um is it all just program engagement and that's something that's very common uh you know i show this intake concept and and all the assessments and what most organizations say to me is okay we definitely want to bring over all our clients and we definitely want to bring over um what programs they've been engaged in and when so we're loading essentially to um the the contact object and then we're also loading to um program engagement service delivery but we're not necessarily loading anything to the to the intake object so really uh think about it and and be thoughtful about what data do you need to bring over from your legacy system um and really trying to simplify it clean it you know before where uh before you embark on a full data migration otherwise it can get very complex the other thing is transferring ownership you know this is something that's not always clear throughout the system so i will just jump back over here for one second and show you in the intake it's not always clear on how you uh transition uh ownership from one individual to another so there could be some organizations that i work with where they uh they have one person who manages everything from case intake all the way to programming uh enrollment and then there's others who just take the case hand it to somebody else for intake and then hand it to somebody else for um for program enrollment so um this is where again there's this is not a problem it's just something that you need to think through what is the best way to hand things over does the person taking the intake actually create the new program engagement or is it something where they just change the owner and have the program manager create the program enrollment um one thing i did for one organization was i created a chatter component on this layout so not only you know did they change the ownership but they did also put in the chatter saying hey this is why i transferred sharon over to you please go ahead and enroll her in the appropriate programs so again it's just being thoughtful about um how that transition is going to work there's lots of options you just have to determine which one is the best one for you okay and then the last but not least the pricing as i mentioned earlier on uh the case management uh product is not free as of today of the time of this recording the published price is 360 u.s per user per year built annually um and i would encourage of course uh before you go any further with this to check in with your account executive uh to see if that is the most accurate price or if there's any discounts available so on and so forth so definitely something to consider is the price involved all right overall very happy we're very happy with the the product uh very happy with the features it offers and the level of features it offers and where it leaves off for us to customize on top and um the clients that we have implemented it for are are using it fully using all the features and functions we don't feel it's a it's overly complex or you know functionality that's not needed it's just the right amount and our customers are doing a great job getting acclimated to it all right so a lot of the the recommendations and suggestions um are a little bit more on the implementation side but if you want to learn more about the product itself the configuration of it the setup of it you're welcome to check out these resources here of course there's the salesforce.org case management write-up um if you're on the power of us hub we encourage you to join the cloud non-profit cloud case management group um super helpful especially it's a relatively new product so a lot of you know a lot of good information about what's on the roadmap what's coming out what's been released and also other uh non-profits who are working together um exchanging ideas on how to best leverage it you'll you'll surely see me on there asking questions and causing trouble uh and then the last we have here is trailhead um there's an excellent trailhead as you can see pictured here on the right for human services with nonprofit cloud case management where you can learn about the features it offers it walks you through some great steps on how to set things up as well so it's uh it's some a trail head that i definitely recommend i know um i made all this sound easy oh well you know you just uh set this up this way you create a process for this and so on and so forth but it's not easy for for everyone and you're all doing um such important work out there you don't necessarily have the time to learn all the ins and outs of nonprofit cloud case management so this is where we can help uh we can sit down with you uh go over your case management process we can assess your current crm and we can help you figure out you know if if this is going to work for you or what's going to be involved to get case management up and running in your org we can do a fit gap analysis we can put some recommendations together and offer up a roadmap of what implementation might look like and uh we don't leave it leave it there if you don't need we can surely help you in implementing itself we have implemented uh this feature for several organizations and had a lot of success with it so we can surely be your guide throughout that process and then of course change management there's a lot of new things new features different ways of doing things so we can help with all aspects of change management from process to training to quick reference guides and user videos whatever it helps um get uh everybody acclimated to the system and comfortable with it uh so what i recommend as if is to really give us a call um just have a phone consultation with us and we can talk about your existing system the direction you wanna go um and and we're happy to offer up any guidance answer any questions that you might have from the webinar today or perhaps discuss how we might be able to work together i uh you can give us a call you can send us an email and even if you're not quite ready to have that phone consultation quite yet we do encourage you to follow us on social media we are trying as i mentioned earlier to to put as much content out there to guide you on your journey so please do check out our blog post our webinar recordings uh and other content that we put out there to uh to help you uh and with that i'd like to conclude where i started uh and thank you thank you again for your time i really appreciate it and would happy to answer any questions uh just send it my way via email or phone and we'll talk soon thanks so much bye