Through this Constituent Relationship Manager (CRM) we hope to help and empower you and your STC to serve better your volunteers, donors, partners and, specially, your city.
This Handbook will make your approach to STC Salesforce smooth and easy.
This CRM configuration developed by RaiseN’GO to meet the needs of the Serve the City Community has 3 levels of integrated tools. It is important to understand the development sources of the main features so that you can access the support documentation more easily. Thus, next we present a table with the identification of the authors and sources of support for the main features.
STC Salesforce configuration
[accordion title=”” open1st=”0″ openAll=”1″ style=””][accordion_item title=”LEVEL 1 – SALESFORCE CRM”]
The Salesforce CRM is the basis to the whole solution. We are talking about one of the most advanced cloud technology used worldwide.
Salesforce CRM ensures features such as:
- Data base
- Access and security
- Data import
- Gmail/ Outlook integration
- Reports and Dashboards
- Mobile App (Salesforce 1)
- Chatter (social network)
- Workflows and automation
- Transaction emails (donation acknowledgement and other)
- Digital marketing tools integration (Marketing Cloud, Mailchimp, iContact and other)
- Appexchange (the app store where you can find many integrations and additional tools).
All Salesforce CRM features are extensively documented and you can browse its handbook through the “?” (question mark) always visible on the upper right corner on the Salesforce page (or simply by doing a Google search).
Besides Salesforce handbook we highly recommend you to take the “Trailhead” free tutorials: https://trailhead.salesforce.com/en
[accordion title=”” open1st=”0″ openAll=”1″ style=””][accordion_item title=”LEVEL 2 – NON PROFIT SUCCESS PACK (NPSP)”]
As we all know, managing NGOs’ data it is not the same as managing “usual” business data. There’s the need to work both in a B2B perspective (organisations and companies integration) as well as B2C (donors, volunteers and other stakeholders) as well as responding to a set of diverse processes and constant change.
This is why the Salesforce Foundation offers NGOs a specialized configuration: “Non Profit Success Pack” (NPSP).
The main features of NPSP are:
- Data architecture (Account models)
- Donations management
- Recurring donations
- Affiliations and Relationships
- NPSP Settings
You can access NPSP documentation here:
We also invite you to join the Power of Us Hub community, where each day people who serve NGOs such as you raise questions, share resources and find support:
Last but not least we advise you to take the NPSP Trailhead to make you more at ease on your first contact with NPSP:
NOTE: NPSP also includes a Volunteer Module that we will not use in this project because it is too complex for STC specific needs.[/accordion_item][/accordion]
[accordion title=”” open1st=”0″ openAll=”1″ style=””][accordion_item title=”LEVEL 3 – RAISEN’GO”]
To meet Fundraising and Volunteer management specific needs, RaiseN’GO provided its Fundraising and Volunteer Apps personalized to STC International. Therefore, STC has permission to install these Apps in all Serve the City groups.
The following contents in this handbook will be exploring these Fundraising and Volunteer features.[/accordion_item][/accordion]
In order to successfully use the advanced solutions developed for STC you should start by filling in the “STC Setup” page. This is where Integration with payment methods data is determined, organization logo and theme are personalized as well as address information is inserted.
You can find “STC Setup” on the right side menu, clicking the “Go to Setup” button.
[alert style=”warning”]If you can’t see this “Go to Setup” button on the right section of the STC Volunteers or STC Fundraising homepage, please change you homepage to “STC Homepage”. See more details about how to change the homepage here[/alert]
The password data of the payment methods are automatically encrypted in Salesforce, what assures data security.[accordion title=”” open1st=”0″ openAll=”1″ style=””][accordion_item title=”CONFIGURE DATA AUTHORIZATION ON FORMS”]
You have 2 ways to give information about your data privacy and protection policy on the webforms created through the STC Apps:
- Insert a summary text – you need to feel the “Data Authorization” field.
- Link the button to an external privacy and protection policy page on your website – you need to feel the “Data Authorization URL” field.
The following contents in this handbook will be exploring these Fundraising and Volunteer features.
To facilitate volunteer management, we prepared two types of integrated forms with CRM Salesforce (Spontaneous Application and Event Registration), to set a bulk email that enables the invitation of volunteers for each event, as well as to develop a set of automated procedures associated to the automatic confirmation emails and sum-up of volunteer hours.
4.1.Volunteer Application Form
Some people will hear about STC and will want to express their interest on participating in a first volunteer activity. Having this need in mind, we developed the Spontaneous Application form.
CREATING AN APPLICATION FORM
In the next video, we will show you how you can create a spontaneous volunteer application. In addition to the form, during this process we will also determine the content of the confirmation email that will be sent after the submission.
The future volunteer can submit the form in just two simple steps:
- Volunteering information – your interests and availability;
- Personal data – your personal data.
- (Confirmation – thank you message and registration confirmation)
Next we present a table with the fields that can be included at each step of the Form. We make a distinction between the “always-mandatory” questions (essential to all forms) and optional questions (you can decide if these fields should or not be visible, as well as if they are mandatory or not).
|Always mandatory questions||
After submitting the form, the applicant will receive a confirmation email with the STC logo (uploaded to STC Setup) and with the message inserted in the “Email Message” field of the Form. Optionally the volunteer coordinator can also receive a copy of this email in order to follow up new applications. To do this, you just need to insert the coordinator’s email in the “Email – Support” field on the Form.
In order to add efficiency and control to volunteering events management, we propose the following steps:[accordion title=”” open1st=”0″ openAll=”0″ style=””][accordion_item title=”1. CREATE YOUR VOLUNTEERING EVENT AND PUBLISH A WEB FORM”]
When we create a volunteering event in Salesforce, we are also preparing the corresponding application form for volunteers to sign up. This form will be available online if the mandatory fields are filled in on Salesforce and the “Online” field is active. Each event must match to one volunteering activity.
Below you will find a short tutorial on how to create a volunteering event.
After submitting the form, the volunteer will receive an email with a confirmation message (established at event creation). Optionally the volunteers’ coordinator can also receive a copy of this email in order to follow up new registrations. To do so, simply enter the coordinator email in the “Email – Support” field of the event.
In the registration confirmation email sent to the volunteer there is a button / link through which volunteers can cancel their registration (with the option to add any comments). By submitting this cancellation reply, you will update the volunteer registration to “Cancelled” stage.
To prevent volunteers from recurring absences, it is only possible for volunteers to register in a new event if they have less than three absences (an error message will be displayed informing they should contact the organization for reaching the maximum limit of absences). Each time a volunteer is absent, the application “Stage” must be updated to “Missing”. Each of these absences is summed up in the “Number of Absences” field. If you wish to reassign permission to register to a specific volunteer, simply delete the “Number of Absences” on his/ her Contact.
[accordion title=”” open1st=”0″ openAll=”0″ style=””][accordion_item title=”2. INVITE YOUR VOLUNTEERS TO PARTICIPATE “] On the following video we will tell you how you can create and send an invitation email to the right volunteers through the Salesforce native mass email function. Alternatively, integrated third-party mass email applications (such as Mailchimp, Vertical Response, iContact or others on the Appexchange) may be used.
[accordion title=”” open1st=”0″ openAll=”0″ style=””][accordion_item title=”3. SEND AN EMAIL WITH SPECIFIC INFORMATION BEFORE THE EVENT – OPTIONAL”] Before the event you can send an email with additional information to all volunteers with an active registrations in a very simple way. To do this you need to:
- Fill in the “Email – Reminder” field with the message that you want to send on the email.
- Also in Event, check the “Email Reminder” button in the upper right corner.
This email is only sent once to avoid duplication. You can verify if it was successfully sent in the “Notification – Email reminder” field on the subscription.[/accordion_item][/accordion]
[accordion title=”” open1st=”0″ openAll=”0″ style=””][accordion_item title=”4. REGISTER WHO CHECKED-IN”]
There are some advantages to being able to record the volunteers’ check-in at each event:
- We know who actually showed up
- We know when the volunteer arrived and how many hours he/ she donated – this time is added up in the “Volunteering Hours” field in Contact.
To make this process simpler, the confirmation email sent will contain a “QR Code” which when read at the arrival to the event will automatically update the “Presence” field to “Present” in the volunteer’s registration in Salesforce. Watch the next video to better understand the process of automatic check-in with a QR code.
Alternatively the update of this “Presence” field can be done manually.
CHECK-IN – AUTOMATIC EMAILS
Based on the check-in, that is, in the “Presence” field content, one of two emails will be sent automatically:
- Acknowledgement Email
Sent 12 hours after check-in. The acknowledgment/ thank you text can be customized in the “Email – Acknowledgment” field in Event.
- “Missed you” Email
Automatically sent when a subscription has “Presence” field = “Missing”. The text can be customized in the “Email – Missing” field in the event.
In order to properly target, communicate and assess volunteers, it is important to understand how the characterization fields work, namely in Contacts:
- Volunteering applicants – filled in at the submission of a spontaneous application form.
- Project Preferences
- Volunteering Hours (Total) – Sum up of the volunteering hours from each event. This will be based on the arrival time and the closing of the event if the check in was registered on the volunteering event form submitted.
- Number of Volunteering Events – Sum up of the events to which the volunteer submitted a form.
- Number of Absences – Event absences sum up from this volunteer.
- Volunteer Application Date – date of the last application from this volunteer.
- First Volunteering Event Date
- Last Volunteering Event Date
To make first analysis on volunteer management easier we have created a set of reports that you can find in the folder “STC Volunteers”.
For training about edit or create new reports, please check this Trailhead:
STC VOLUNTEER REPORTS (TEMPLATES)
“Events & Subscriptions”
Check the subscriptions and contact details for each volunteer event form.
To segment subscription for a specific event please add the filter “Event Name”.
“Events & Subscriptions management”
Follow and manage the subscription status for each volunteer event.
“Forms & Volunteer applications”
Manage the applications received from the spontaneous volunteer application form.
We have prepared a set of tools for your organization that can be a big help in managing data and processes related to fundraising:
- Donation forms
- Integrated payment methods (Paypal + Stripe)
- SEPA Direct Debits
- Receipts management
- Essential evaluation reports
These tailor-made additional tools were designed to work sinergically with the Non-Profit Success Pack configuration offered by the Salesforce Foundation.
To start with, we recommend you select “STC Fundraising” (on App Launcher) in order to find the features we are going to talk about next more easily:
- Click on the App Launcher icon on the upper left corner on any page
- Select “STC Fundraising”
In the “Fundraising Form” you will be able to create and follow information on accomplished financial contributions by your organization’s supporters.
Let’s create your first fundraising form!
After clicking the “New” button you will have to choose one of three Form options:
- Donation – general solution to one-off or recurring donations;
- Membership – specifically thought for members
- Donation campaign – with goals and results regarding values raised through a specific campaign
Next, we will create a form with “Donation” record type. However, we will also have some side notes to understand some features of “Membership” and “Donation campaign” types, when relevant.
DONATION FORM (FRONT-END)
Donors will be able to submit a donation form and complete the related payment through 4 basic steps:
- Donation – choose your donation amount and payment method
- Donor information – insert your personal/ enterprise information
- Payment gateway – information needed to accomplish the payment process
- Confirmation – thank you message for the donation received.
Next we present a chart with the fields that can appear in each step of the form. We make a distinction between “always mandatory questions” (essential to the submission of all forms) and “optional questions” (where you can establish if a specific field is visible and mandatory or not).
|Always mandatory questions||
CAMPAIGN DONATION (FRONT-END)
Visually the “Campaign donation” type Forms have the distinctive feature of showing real time fundraising results through a chart in the first page of the Form.
To activate this dynamic chart, besides selecting the “Campaign donation” Form type you will need to fill in the field “Campaign” after its configuration.
For further information on how to create a campaign on Salesforce, please check the following links:
- Salesforce Documentation: https://help.salesforce.com/articleView?id=campaigns_def.htm&type=0
- NPSP documentation: https://powerofus.force.com/articles/Resource/NPSP-Documentation#!#campaigns
HOW TO CREATE A FORM ON SALESFORCE?
Salesforce is prepared to create your organisation’s first (and second, third…) donation form! Besides the form in this process we will determine also the content of the thank you email that will be automatically sent to the donor after the payment of his/ her donation.
Through the following video we will show you how to create a fundraising form.
A FORM WAS SUBMITTED: WHERE CAN I FIND THE DATA?
The easiest way to access the data submitted through a donation form is through the “Donation form options” object. You can find this in the Related lists of the form, as shown in the image below.
The form record gathers information that will be recorded in 3 different objects:
- Form record – creation
- Contact – created or updated (based on the email field)
- Account – created/ updated in case of donations from companies (based on the Tax Identification Number field).
- Recurring Donation – Created in case of a recurring donation.
- Opportunity – Created in case of a one-off donation
Below we present a chart with the fields that go from the form into the several objects from Salesforce.
|ID Card Number||
|Where did you find us?||
After submitting the form, the donor will receive a confirmation email with the STC logo (uploaded to STC Setup) and with the message inserted in the “Confirmation Message (email)” field of the Form.
If you find it relevant someone in your STC can also receive a copy of this email in order to follow up new donations. To do this, you just need to insert the “Email Support” field in the Form.
NOTE: You should activate NPSP workflows related with Preferred email for a better experience with email notifications.
5.2.Integrated Payment Methods
In order to increase closing efficiency of online donations as well as saving (a lot of) time with information registration procedures, RaiseN’GO has developed the integration between Forms and the payment providers “Paypal” e “Stripe”.
This integration will allow us to
- Integrate the payment provider terminal in the same flux of the form filling-in, without the need for the donor to repeat the inserted information.
- Payment confirmation updated on Salesforce in real time
- In case of recurring donations, automatically create information on the revenue payment on CRM as soon as the billing is completed by Paypal.
For Donation forms to work properly your organisation should first of all create an account in one or both of the online payment providers.
After, you should insert the accounts information in the STC Setup.
Although the integration was developed to perform synchronization between payment providers and Salesforce, we recommend a periodical comparison of the amounts paid in both platforms in order to validate the information accuracy.
NOTE: NPSP provides a personalized object named “Payments”, besides the standard Opportunity object. Aiming to simplify data management all revenue management processes developed by RaiseN’GO use exclusively the Opportunity standard object.
5.3.SEPA Direct Debits
One of the most efficient billing methods for recurring payments in Europe are SEPA Direct Debits. At present, there are 28 countries that use this method some of them with different currency other than Euro (see SEPA countries).
Some advantages of SEPA Direct Debits:
- To ease the donation process: after donors have given their permission it is on the organisation’s side and responsibility to bill the amounts according to the established frequency.
- Low cost solution to the NGO, once there is no need to have an intermediate provider between the organisation and the bank
- No costs to donors
- Security for the donor: he/she can cancel the direct debit authorization at any time and even request the return of the withdrawn money in case it didn’t comply with the established billing orders.
- Make billing easy between European countries
Although this method has been thought to work the same way throughout the European area, the truth is that there are some differences in the way billing is managed amongst banks and amongst countries.
The solution we present here lies in the successful experience with SEPA Direct Debits by dozens of NGOs in Portugal. If you have a problem in the billing process with your bank in your country, please contact STC International
WHAT DO YOU NEED TO USE SEPA DIRECT DEBITS?
In order for your organisation to start receiving payments through SEPA Direct Debits, essentially you need to follow two procedures:
- Ask for billing authorization to your bank (option C2B files)
Billing commissions can vary significantly between banks, so we recommend you to take some time in market research to find the best solution for your organization. After signing the contract with the bank, you just need to fill in the fields in “SEPA Direct Debits” section on STC Setup
- Collect a signed authorization from donors in which the following elements are clearly stated: donor identification as well as donation amount, frequency, authorization date and terms of conditions that your organization will oversee over the billing process.
In case of online subscription some NGOs prefer not to wait for the authorization document to start the billing process. However, it is important to point out that your bank can require this document of proof in a short period of time (please confirm this with your bank)
After taking care of the legal matters, it is time to start inserting Direct Debits billing data in Salesforce and start receiving donations and information related to this payment method.
HOW ARE SEPA PROCESSES MANAGED IN SALESFORCE?
The billing process developed by RaiseN’GO gathers a partially automated method that prevents the need to insert CRM existing data in other software namely the ones available from bank institutions – this allows you to save a lot of office work hours and reinforce a 360º vision of your donors in just one platform.
To a successful billing process and data updating in the CRM, your NGO will be responsible for the following tasks:[accordion title=”” open1st=”0″ openAll=”0″ style=””][accordion_item title=”1. PREPARE THE DATA ON CRM”] In Salesforce relevant information regarding debit billing and management is partially recorded in 3 different objects:
- Recurring Donations – the object where information regarding billing conditions are recorded: amount; frequency; authorization date and IBAN. In fact, this object corresponds to a digital version of the donor’s commitment made when filing in the paper form or the online form.
- Opportunities – the opportunities (billing actions) with the determined dates are automatically created based on the conditions recorded in Recurring Donations. The billing orders to a specific date sent to the bank are based on this information recorded in Opportunities.
- Contact/ Account – each Recurring Donation needs to be associated to an Individual Contact or to an Organisation Account for the donor’s proper identification. Besides this identification the object Contact/ Account is essential because it encloses a unique Direct Debit Code to each donor (needed to the billing process).
For the creation of the SEPA file we need to have the name of the bank and the SWIFT of each IBAN that is inserted. IBAN formats differ from country to country, but they all contain the country code and the bank code. With this pair, we can create a table of SWIFT codes, but we need to insert them manually. Every time a donation is inserted with an IBAN that we do not have the SWIFT stored on Salesforce, you will receive an email with the link to the object containing the bank info, where you need to fill the missing fields. To get the missing info, you will need to copy the inserted IBAN and validate it in this website https://www.iban.com/. It will give you a table with the BIC (SWIFT), the bank name, and other information about the bank. All you need to do is copy the info into the object. This instructions will also be in the email.
In the following video you can see how to register a SEPA Direct Debit Authorization in Salesforce.
Please take note of the necessary criteria for an Opportunity to create a Direct Debit billing.
- Payment Method = “SEPA Direct Debit”
- Stage = Open (regardless of the stage name)
- Recurring Donation = (filled in)
- Stage = “Active”
- Payment Method = “SEPA Direct Debits”
- IBAN= (filled in)
- BIC/ SWIFT = (filled in)
- Bank Entity = (filled in)
- Authorization date = (filled in)
- First Payment = true (first billing)
- Contact = (filled in – in case of an Individual donor)
- Account = (filled in – in case of an Organisation donor)
- SEPA Code = (filled in – this code will be automatically assigned by Salesforce after the Contact/ Account creation).
When a donor submits a Form with the SEPA Direct Debit option through fundraising forms, the fields presented above are properly filled in; it is only necessary to:
- Establish a “Next Billing Date” in the Recurring Donation.
- Change Recurring Donation stage to “Active” (and afterwards confirm the corresponding Opportunities were created)
Before creating the billing data file we recommend you make a general review of the data through the comparison of two Salesforce reports:
- SEPA – Pledges Current Month.
A report with all the necessary conditions for the billing creation (those mentioned before) for the time period in which we want to execute the billing (e.g. this month).
- SEPA – Pledges Validation.
A report with all the Opportunities related to Recurring Donations, in all other stages than “Cancelled”.
Comparing the number of records and the sum of the amounts of the pledges in these two reports we can easily have a preview of the expected total amount of billings as well as dismiss any faults on data insert or update processes.
NOTE: In case there is a new Direct Debit Authorisation, namely due to a IBAN change you must perform the following actions:
- Fill in again the field in “First Billing Date” in the Recurring Donation
- Assign a new “New SEPA Code” in the donor’s file (button at the top).
- Export the Salesforce billing file
- Import the return file (from the bank) into Salesforce
See how to perform these actions in the following video
In addition to facilitate the billing process at a lower cost for the Organization, there is another reason for this data management effort in CRM: knowing the reasons for failure in context with the donor’s history, we are able to correct any data problem and progressively reduce failure rate in the billing process.
It is possible to make an analysis of failure reasons because in the return file that we retrieve from our net banking and insert into Salesforce we can find information on failure reasons, which are standard with SEPA processes.[/accordion_item][/accordion]
For a more personalized support in billing processes please contact us.
Aiming to simplify administrative processes and improve communication with donors, RaiseN’GO has developed a solution within Salesforce that allows you to create and communicate donation and membership receipts in a simple and automated way.
For the purpose of receipt (that is, to make proof of payment) of donations and memberships these PDF created by Salesforce are valid (at least in countries). However, bear in mind that Salesforce is not a certified accountability program to issue sales invoices for products or services. If your organization needs this kind of document, the next step will be to develop the integration between Salesforce and an accounting software (we can give you some help with this, please contact us).
OPPORTUNITIES AND RECEIPTS
In this solution lies in a close relationship between Opportunities and Receipts. Receipts are no more than screenshots of the data recorded in Opportunities when they go from “Open” to “Close” won stage. This means that at that moment, in an automated way, the receipt was created (independent record) which records the data inserted in the following fields:
- Contact and/ or Account
- Fiscal ID e Address
- Amount (number and written in full)
- Payment Method
- Close Date
- Payment Date
- Receipt Description
- Receipt ID (sequential attribution after the last receipt number)
Keeping the receipt record independent assures the preservation of data even if there is some change later in the Opportunity.
When a receipt is created a set of blue buttons appears at the top of the Opportunity details section, as shown in the image below.
RECEIPTS: DOCUMENT DATA
To better understand the origin of the data presented on Receipts we prepared a visual scheme based in the following image.
- Section 1 – STC Setup
- Section 2 – Opportunity/ Receipt
- Section 3 – Related Contact/ Account (the “Donor Type” field in the Opportunity determines if the revenue should be assigned to a related Contact or Account).
- Section 4 – Opportunity/ Receipt (if you intend to add some additional information you should fill in the “Receipt Description” field on the Opportunity).
- Section 5 – STC Setup
SENDING RECEIPTS BY EMAIL
We have prepared Salesforce to automatically send donors an email attached with the receipt. We have two ways to make this happen:[accordion title=”” open1st=”0″ openAll=”0″ style=””][accordion_item title=”1. AUTOMATICALLY SENT WHEN AN OPPORTUNITY IS WON”]
For this to happen, the following criteria must be checked:
- The “Primary Contact” field must be filled in with a Contact that has an email address.
- This Contact must have the “Receipt by Email” field checked (selected option by default).
- In STC Setup the “Send Receipts by Email” field must be checked.
[accordion title=”” open1st=”0″ openAll=”0″ style=””][accordion_item title=”2. SINGLE EMAIL ON OPPORTUNITY”]
If you understand that sending receipts automatically is not the best option for your organisation or you need to send a single receipt for a second time you can use the “Send by Email” button on Opportunity. After sending it, the record of this action will be on the activity history of that Opportunity.
PRINTING RECEIPTS IN BULK
In addition to individual receipt printing (through the “See Receipt” button), you can also print in bulk a set of receipts issued over a determined period of time. Furthermore, you can choose whether you want to select all types of revenues (by selecting all record types) or just a few. For this option, please select the “Print Receipts” menu option.
RECEIPT NUMBERING CONTROL
The automatic numbering of Receipts is composed by a sequential number, followed by the current year (e.g. “100/2017”). At the turn of the year or whenever necessary, we can control the numbering of the last receipt through the “Receipt Last Number” field on STC Setup. “Credit Notes” (generated when a receipt is replaced) have an independent numbering which can also be controlled through STC Setup, on the “Credit Note Last Number” field.
First, access your Contacts and choose to view “All Contacts” in the search dropdown.
From this point, you select the contacts you want to interact and on the top right corner you click to see other options and choose to either:
- Print the Contact(s) Annual Declarations.
- Send Annual Declarations by Email to the Contact(s) you selected.
To make fundraising management first analysis easier, we have created a set of
reports that you can find in the folder “Fundraising”.
How do we change the Data Protection link in the forms?
You should click on “Go to Setup” in home page. There you will find the “Data Authorization” section that works in that way: If you define a URL on “Data Authorization URL” the volunteer will be redirected to that page. If this field is blank, you can indicate your GDPR text on “Data Authorization” field.