Categories
General

Blackbaud – The Journey

As a consultant, I talk about Journeys a lot! There’s a curve that I describe during a CRM journey that users go through, it’s proper name is an inverse bell curve. Users are really excited once they buy a system, then they have the challenges of talking through their existing data and their enthusiasm drops a bit. They then enter testing and it drops a bit more, but then they see the potential of the new system and begin to get excited again and finally go live day happens and they are nearly as excited to get started as they were when they purchased a system, well at least, that’s how I hope my projects go when I do them.

Now onto the Blackbaud journey, before I go any further, I should state that I have worked with Blackbaud Europe over my time as a consultant and I’ve used Raiser’s Edge since even before I started in the sector in 2005. I am definitely not in the inner circle of what’s happening at Blackbaud so this post is probably not going to tell you anything that you don’t already know if you are on the inside.

Blackbaud have done some things since “The data leak” that I’ve found very disheartening to customers. First there was the charges for using gifts, whilst this was a modest charge, I didn’t understand why if you stored financial information in a system you had to pay extra. Then they announced and will soon remove the Crystal Reports functionality. This is an external tool that Blackbaud provided that allowed you to create your own custom reports and surface that within your Blackbaud product. Finally, there is the removal of the Microsoft Office integration with Raiser’s Edge, I’m not sure if this affects their plethora of other products but this is a massive change for charities. The announcement for this change was just before Christmas, some of the busiest times in the sector across the world not just here in the UK.

Blackbaud are citing a security risk, which again, bearing in mind “The data leak” I can understand that they need to do something, but removing what I think is key functionality of a CRM – normally one of the top 5 requirements of any CRM is being able to write to a supporter, with no replacement other than using microsoft word outside of the system feels short sighted.

Bill Connors, one of the god fathers of Raiser’s Edge, wrote what I thought was a very measured post and more importantly really helpful: https://billconnors.com/msinhosting/ about the challenge that this provides to their clients, it’s definitely worth a read if you’re not sure what you need to do and with just a month left, I’d try and start planning and doing now!

As I look to the future, I’m one of those people who is still deeply frustrated with Blackbaud’s Raiser’s Edge product, there’s still key things missing from the web view like Volunteering and Membership, some of the stuff in web view is challenging to add or amend eg: Organisation Type (Org2) and as mentioned there are beginning to be some gaps in what users need or expect from a CRM system so it’s getting harder to promote the virtues of RE.

That said, they do have an API which may help in some of these limitations and their strategic business partnership with Microsoft is not going anywhere soon as far as I can tell. So we invested time looking at the API for creating a suite of reports using Power BI and the RE API.

The other thing that they will allow you to do is download a full SQL backup of your data once a month for free. Again this is useful and we’ve used The full backup for training and a deeper reporting suite

More about the reporting suites that we’ve been building in a future post

So finally, as I move forward with CRM systems, all I can suggest is like, Bill Connors has said, don’t throw the baby out with the bath water, the Microsoft thing might be the straw that breaks the camel’s back, It was definitely something that I was annoyed by for a while! Take a strategic long term view of what’s best for your organisation and more importantly what’s best for your supporters.

A new CRM system is not a cheap process to go through and not just in terms of costs. If you do decide that now is the right time, there are other posts on this blog that I’ve written that may help you along your journey.

Categories
Fundraising Databases

An Excel spreadsheet is not a database

For some time, I’ve been giving Charities guidance on procuring new CRM database systems, mainly in the fundraising area. I’m sure if you’re reading this, you have an idea of what a database is but just to be clear. Databases are a central repository for structured data. Normally they would have some type of validation (checking) on the data that you put into it. This is one of the main reasons why Excel spreadsheets are not databases! Excel can be used to collect data or maintain lists of data but very rarely do you see Excel spreadsheets that make sure that the right type of data is in the right cell or have special forms that let you enter data in a structured way.

So why do you need a database, you could just use a spreadsheet. For everything that is in this post there are of course exceptions or ways around what I’m suggesting.

Here are my 5 main reasons why I think every charity should have a database:

1.Collaboration

When I mention collaboration it can scare lots of people about who has access to “their” data. First thing that I suggest is that the data is the asset of the organisation, not your personal data, that’s something completely different and you having your own set of data means that a supporter is probably not getting the best from your organisation. Always put yourself in the position of the supporter/beneficiary – they have a relationship with the organisation and probably with you as an employee, but you should only ever use one voice when you speak to them. This is only possible when all data is in one place. The organisation has one version of the truth, this can never be a bad thing. Yes there will be some data that the supporter may not want you to share across the organisation, but sharing is caring. A database lets multiple users access it at once, something that is much harder in Excel and almost impossible beyond 2 users. 

2.Legislation

From a legislative process, having your data in one centralised accessible place is a good thing. First of all if your supporters are multi-faceted, you’ll know. Otherwise you’ll have to look through paper files / Excel spreadsheets or other places that you have data as both paper and electronic data are governed by the Data Protection Act. The other thing to think about here is that legislation is not just about the Data Protection Act, there’s also your requirements around PCI-DSS Compliancy, Gift Aid and privacy and electronic communications (PECR).

3. Consistency

Now here’s some stuff that you can do in an Excel spreadsheet but can be easier when you’re using a database. Think of things like titles in an Excel spreadsheet. Some people would put Mr or Mr. or leave it blank or put something else. Database consistency should help with things like drop down lists and options. Like I said this can be done with data validation in Excel but this won’t do formatting validation as easily. Some examples:

  • what do postcodes look like?
  • historically Towns were required to be in Uppercase by Royal Mail (now it isn’t required to be upper case)
  • Telephone numbers, if you’re using a system that recognises telephone numbers does it needs to have its international dialling codes how does it cope with spaces.

These things are things that should be picked up by a decent CRM system. In a perfect world there would be an internal description field set up for things like drop down lists so you know what type of data values you’re expecting in here for example Marathon Runners and their estimated completion times what would this look like in your database 3h 45, 03:45 hours, 225minutes

Obviously thought needs to go into how to structure your profiles/attributes when you set up your CRM system.

4. Efficiency

Why do users like Excel spreadsheets – because they are easy, we’re all comfortable with them. Most people can copy and paste from or to them. We know how to find and filter the data and get what we want from it. An Excel spreadsheet works with Microsoft Word so sending letters or printing labels is easy.

All of this ease has to migrate to CRM systems. Data collection shouldn’t be tedious, forms should be simple and easily understood, ideally self-populating where possible e.g. My gender is most likely male as my title is completed as Mr, this doesn’t mean it can’t be changed but it should be capable of working out the default which could be overwritten if needed. The same when processing income, I know that the last thing that you received was this appeal therefore when I process income, I should be able to guess that you’re responding to this. I shouldn’t have to retype all of the information again if it’s already in the system.

The one thing that is my biggest bug bear is users who are re-keying electronic data because import processes are too laborious or complicated. Importing data of any kind shouldn’t be difficult it should be as simple as a copy and paste into a template that does all the heavy lifting for you.

5. Measurement

Finally, there’s no point capturing data if you can’t report on it and count your successes. Yes of course you can do reporting in Excel but you’d have to create your own reports. Most of the CRM systems come with a number of reports as standard like income reports, new donors’ reports. Some of the new CRM systems are doing more intelligent reporting with things like letting you know that you’ve not been in touch with key supporters, reminders around when to get in touch with a supporter for their birthday, the anniversary of their gift, their potential change in taxpayer status. All of which help you craft your message at the right time to the right people.

So these are my 5 top reasons about why choose a database over a spreadsheet. What are your reasons for using a database?

Lastly, please don’t think that a database is out of your reach, there are solutions to fit all budgets, teams, processes. The key with all of it is keep it simple to get started and build on that once you’re up and running.

Actually Data can help you with embarking on a project like this, if you’d like to talk through how we can help, let’s grab a coffee.

Categories
Fundraising Databases Training

Why CRM systems fail!!

Following on from my previous post about how to healthcheck a CRM system, I wanted to share with you why I think people either love or hate their CRM systems. In most cases its not because one system is better than the other, though there are some systems that don’t fit the not for profit market, it is because users have either bought into the system and can see the benefits or they can’t.

I tell this story a lot but it is one of my most vivid memories of when I started working in the sector. I remember a member of staff, who in the run up to the London Marathon was struggling under the burden of paper that was printed out and then manually entered into the CRM system. It was taking about 3 out of the 5 days in the week to process this data. Now, this wasn’t because the CRM system was rubbish or even that the person didn’t know better, but more because the person who was spending their day wrapped up in paper wasn’t aware of the different things that their CRM system could do.

It was a lack of training.

Categories
Fundraising Databases General

How to review your CRM System

Now you are back in the swing of things, the January blues have faded and you are looking forward to your new goals for 2015, it is the perfect time to think about checking that your CRM system is in good shape to help you achieve your targets.

CRM systems need love, care and attention, if you are going to get the best from them and keep them accurate. This is essential to make it easy for all your staff to use, update and understand the data.

databasecartoonWhen I visit charities as part of my consultancy work I often find that their CRM systems are organic beasts.  With changes in staff or business processes or sometimes both, over time, what used to be a lean and relevant system with clear procedures has become increasingly a long winded process that doesn’t easily meet the needs of the organisation’s current objectives.

Categories
Fundraising Databases JustGiving

Blackbaud and JustGiving Integration

Blackbaud have launched their new Integration suite which starts with integration with the online giving platform JustGiving.

The integration sees Blackbaud venture into working in partnership with other providers and developing solutions to help charities with their back office processes.