SugarNGO: A Partnership of NGOs, SugarCRM and the Sugar Ecosystem | SugarCon 2011
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description
NGOs (Non-governmental Organizations) are non-profit voluntary citizens' groups organized around a core set of goals or principles which they drive toward through action. CRM tools are critical for NGOs and SugarCRM is a natural fit given its open source, collaborative approach to development. NGOs can appreciate the unique customizability of Sugar since traditional sales tools are often necessary for them but need to be re-conceptualized around this unique industry. With this session, we kick off an exciting partnership between the community of NGOs, SugarCRM, and the extended set of partners and customers that comprise the Sugar ecosystem. We discuss some of the unique needs NGOs have for CRM and demonstrate how two specific organizations -- The Robin Hood Foundation and StoryCorps -- have customized versions of Sugar to meet those needs. We demonstrate the business case for a coalition of NGOs driving Sugar development that is focused on the unique needs of NGOs, and provide concrete next steps for the build-out of a robust NGO community for Sugar. Presented at SugarCon 2011 by Heather Johnson, Robin Hood Foundation, Adrian Boerstra, Intricity, Dean Haddock, StoryCorps
Transcript of SugarNGO: A Partnership of NGOs, SugarCRM and the Sugar Ecosystem | SugarCon 2011
A Partnership of
NGOs, SugarCRM and the Sugar Ecosystem
Heather Johnson, The Robin Hood Foundation
Adrian Boerstra, Intricity LLC
Dean Haddock, StoryCorps
Tuesday, April 5th, 2011
©2011 SugarCRM Inc. All rights reserved.
NGOs (or “Non-governmental Organizations”) are “non-profit, voluntary citizens' group[s] which [are] organized on a local, national or international level. Task-oriented and driven by people with a common interest, NGOs perform a variety of service and humanitarian functions, bring citizen concerns to Governments, advocate and monitor policies and encourage political participation through provision of information. Some are organized around specific issues, such as human rights, environment or health.” –from ngo.org (http://www.ngo.org/ngoinfo/define.html, 3/19/2011)
What is an NGO?
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
CRM is important for many of the same reasons it is in sales-oriented organizations (e.g., contacts management, opportunity tracking, and customer relationship management). But in taking a closer look at even these basic functions, we can already begin to see how NGOs’ uses of CRM is unique.
• What is a customer?
• What is the lifecycle of an NGO’s relationship with customers and contacts?
• What are the objectives associated with tracking and managing points of contact between an NGO and its “customers” and between customers themselves?
What is unique about CRM for NGOs?
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
A Common Set of Needs: Implemented in Silos
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Custom Language
Files
Donor Management
Relationship Tracking
External Application Integration
Training & Implement-
ationGrantee &
Grants Management
Gift Accounting & Acknowledg
e-ments
Grant Payments
In-Kind Resource
Management
Management Assistance
Volunteer & Event
Management
Client Tracking
… and more!Custom Language
Files
Donor Management
Relationship Tracking
External Application Integration
Training & Implement-
ationGrantee &
Grants Management
Gift Accounting & Acknowledg
e-ments
Grant Payments
In-Kind Resource
Management
Management Assistance
Volunteer & Event
Management
Client Tracking
A Common Set of Needs: NGOs Don’t Compete!
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
StoryCorps is an independent nonprofit whose mission is to provide Americans of all backgrounds and beliefs with the opportunity to record, share, and preserve the stories of our lives. Since 2003, StoryCorps has collected and archived more than 30,000 interviews from more than 60,000 participants. Each conversation is recorded on a free CD to share, and is preserved at the American Folklife Center at the Library of Congress.
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Custom Language
Files
External Application Integration
Training & Implement-
ation
Dean Haddock
Manager, Information Technology
• Default language definitions in SugarCRM are sales-related.
• NGOs don’t “sell,” we reach out to communities, form partnerships and perform mission-driven services.
• Is there a general or universal lexicon that could better serve the NGO community?
Custom Language Definitions for NGOs
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Original
• Account (module)• Opportunity (module)• Sales Stage (field)
StoryCorps
• Organization• Partnership• Status
Customizing SugarCRM to fit the language used within your organization, is critical to the success of your implementation, and it’s easy to do!
Some of StoryCorps’ Language Customizations
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
• NGOs are uniquely transparent entities. We want to tell everyone about everything we do.
• SugarCRM’s SOAP API is robust and well-documented. It not only adapts to your module and language customizations, but it makes use of logic hooks, too!
• There is a tremendous market opportunity for third party SugarCRM integration, including Google Apps, WordPress, Drupal, Blackbaud, etc.
• There is also a tremendous lack of integration examples and documentation.
Integrating SugarCRM with External Applications
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
• NGOs can be very democratic, so consider a “grass roots” approach when consulting for a project. Eat the elephant one bite at a time.
• Appoint one point person from each department or project. Meet as a group and with each party one-on-one.
• With many hands in one pot, conduct “change control” meetings to invite feedback and prevent conflicting system enhancements.
• How useful would a centralized collection of one-pages, tutorials and other training generic training materials be to the NGO community?
Training and ImplementationConsiderations for NGOs
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Founded in 1988, The Robin Hood Foundation targets poverty in New York City through the unique approach of applying sound investment principles to philanthropy. Robin Hood gives 100% of every donation to New Yorkers in need. It plays an active role in improving the effectiveness of the organizations it funds through Management Assistance programs and uses a Metrics-based approach to measure their success.
The Robin Hood Foundation
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Grantee & Grants
Management
Grant Payments
In-Kind Resource
Management
Management Assistance
Custom Language files for appropriate labeling
A Robin Hood GranteeGrants Management
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Individual Grants Roll Up to A Grantee
A Core Grant Record
Grants Management
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Payments Roll Up to A Core Grant
A Payment Record
Grants Management
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
… and more!
Custom Language
Files
Donor Management
Relationship Tracking
External Application Integration
Training & Implement-
ation
Grantee & Grants
Management
Gift Accounting & Acknowledg
e-ments
Grant Payments
In-Kind Resource
Management
Management Assistance
Volunteer & Event
Management
Client Tracking
A Common Set of Needs: A Unified Voice
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Unifying NGOs for Sugar
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
Our mission is to identify and address the common needs for managing constituent relationships among non-profit, not-for-profit, and non-governmental organizations (NGOs) by establishing a cohesive strategy for product development, and support with alignment between SugarCRM and the NGO community inclusive of new users, and existing commercial/community edition users.
Join the SugarNGO Community! Visit: www.sugarngo.org or leave your business card today
Attend the SugarNGO Summit, hosted by The Robin Hood Foundation in New York City, June 21st
Make your voice heard, starting now!
How your organization can get involved
Thank You!
Heather Johnson Adrian BoerstraDean Haddock
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem
