Today’s supporters want to be part of the solution. Nourish that desire through internal and external communities that tap the expertise of your entire ecosystem and amplify your impact. Learn how you can enable your supporters to collaborate in real time to create alignment, find and share information, and streamline resolutions. When you effectively engage your supporters you can build communities of interest, purpose and action, so your entire ecosystem can work together to drive social change. Join us on to learn how the AARP Foundation is using Salesforce to engage their supporters through communities. Who Should Attend: Leaders in membership, marketing, engagement, program and volunteer management, outreach and event planning professionals Anyone interested in connecting with their community and delivering more impact

1. Engage and Strengthen
Communities
Become a Connected Nonprofit

2. Today’s Presenters
Dave
Austin
Salesforce
Foundation
Eddie
Nino
AARP
Foundation
Lori
Freeman
Salesforce
Foundation
Tompkins
Spann
KELL
Partners
Emily
Allen
AARP
Foundation

3. Salesforce.com Safe Harbor
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4. 1%
Product
Equity
Time
620K+
Hours
Service
$65M+
Grants
22K+
Nonprofit +
Education
Organizations
1-1-1
Model
Adopted
by

5. Proven Success Across the Nonprofit Sector
%
84
Improved Ability to Achieve Mission
%
%
86
Improved Overall Efficiency
%

6. Marketing
Communications
Fundraising
• Multi-Channel Marketing
• Email Marketing
• Marketing Automation
• Social Engagement
• Donor Management
• Events Management
• Volunteer Management
• Grants Management
Become a Connected Nonprofit with
Community
Engagement
• Social Intranet
• Member Community
• Affiliate/Chapter
Community
• Partner Community
Program
Management
• Case Management
• Call Centers/Hotlines
• Advocacy/Policy
Tracking
• Grant Portfolios

7. 56% of nonprofits will partner with
others in 2014 to meet increased
demand—up from 49% in 2013.
—Nonprofit Finance Fund Survey
In Need of Answers—Not Emails

8. Are You Unleashing Mass
Collaboration?
• Surface the best ideas
• Deepen member engagement through
branded, private communities
• Build alignment, share information, and
elevate best practices
• Connect with your partners and
volunteers

10. Supporter –Pencils of Promise
CHRISTINE HAGAN
“My family helped
build school #76. I
would love to share
my experiences to
help fuel the
movement to
educate more
children. We're all in
this together!"

11. Eddie Nino
Technology Project Manager,AARP Foundation
Emily Allen
Vice President, Impact Programs-IncomeAARP Foundation

12. Our Mission
Tackling hunger
Proactively
Paving the way to
stable income
Improving access
to safe housing
Rebuilding
connections
Strengthening laws
and policies

13. Working with Local Communities
• AARP Foundation is also working side-by-side with hardworking, trusted organizations in
communities across the nation.
• These organizations are doing a heroic job of helping strugglingAmericans, but with the
numbers of people in crisis growing every day, it’s a challenge to reach everyone and
ensure that those who need support know where to find it.

14. Before
• There was no before – each program ran independently and
keep track of basic participant data on their own with
traditional non-CRM tools.
• Same for Community Partners

15. Before
John
Smith
John
Smith
Programs Data
John
Smith
John
Smith
John
Smith
John
Smith

16. Needs
• Track all participants and be able see all Foundation interactions
• Run our social programs and provide specific access to our
community partners that helps us run these programs
• Easily expandable and flexible
• Easy to use - multiple users (volunteers, staff, call centers,
partners, self-service) across multiple programs and geographies
• Long-term solution

17. Platform for Semi-Custom Solution
• Capture participant data as leads and only when they enrolled in a program
we create a contact and program record
• Use workflow to streamline programs process and generate notifications
• Integrate Google maps to determine distance between participants and our
programs and services
• Provide Community Partners role based access to specific programs and
participant records they are assisting with, and update these records as they
move through the program
• Built an application that can be used by our volunteers, partners and non-
program staff to easily assess client needs, provide immediate assistance
and streamline the program enrollment process
Low
Development
Configuration
High
Development
Configuration

18. Solution – Participant Focus
Events
Call Center
Local Office
John
Smith

19. Solution – Community Focus
Foundation
Headquarters
Local Community
Partners
Foundation Local
Offices
John
Smith

20. Solution - Geographic
FOUNDATION IMPACT
SYSTEM
• Single
data
collec-on
point
for
all
programs
• Opportunity
for
cross-­‐service
• Centralized
real-­‐-me
repor-ng
• Program
Managers
have
visibility
on
the
programs
across
geographical
loca-ons
• HQ
have
visibility
and
repor-ng
across
all
programs.

21. Impact
• Ability to quantify programs’ social impact with tangible client success
• Ability to cross-service participants with two or more programs in different impact areas
• Able to be increasingly predictive of interventions that have the most impact on individuals
and communities

22. Opportunities
• Data analysis provides insight on programs and helps determine what is proving most
successfully and what doesn’t work as well as we thought
• Data helps Programs Managers make programs adjustments before moving into a new
market
• Real time program feedback from community Partners
• Targeted marketing – ability to see which marketing efforts are reaching the most audience
in our demographics

23. Takeaways
• Community Partners now have a tool – the same tool
• The platform now supports 7 unique focus areas of the
Foundation
• First deployment – December 2012 and made 6 more
deployments of new programs in 12 months
• Speak the same language
• Establishes data platform for greater analytics and predictive
modeling in the future

24. Tompkins Spann
KELL Partners

25. Before You Get Technical
Create persona profiles of
your community members
– Who is this community
for?
– Who should NOT be
included?
– What are their needs?
– What are their goals?
Volunteers
Board
Members
Donors

26. Before You Get Technical
Document the
experience(s) you want
them to have within the
Community
– What specifically do you
want them to do within
the Community?
Modify
Profile
Register
for Shifts
Engage
Peers

27. Before You Get Technical
Determine Your Internal
Community Champions
– Who from your team will
be monitoring,
encouraging, coaching
and engaging the
Community members?

28. The Technical “To Do’s”
Architect Salesforce to
capture and deliver the
information you need
• Objects, fields, data
relationships, page
layouts

29. The Technical “To Do’s”
Develop the Community
pages to match the
profiles
• Community page
layouts
• Custom visualforce (if
needed)

30. The Technical “To Do’s”
Create the Reports and
Dashboards to Monitor
Progress
• Monitor logins,
interactions, topics,
chatter posts and
engagement

31. Ideas
Build
Test
Launch
Learn
Your launch is a
milestone, not a
destination

32. Your salesforce.com Success Resources
• Webinar Tuesday August 12th “Launching Salesforce
Communities: Flipping the switch and making them work”
• Get help from the Power of Us HUB online community
powerofus.force.com
• Join your local User Group at usergroups.salesforce.com
• Contact your Account Executive
• Find more help at www.salesforcefoundation.org/help/