relationships

CLIENT RELATIONSHIP MANAGEMENT

Relationships are fundamental to charities and therefore CRM systems should be at the heart of a client service.

In comparison to traditional databases they are easy to configure and customise to particular organisational needs.

When these systems are delivered online (or in the ‘cloud’), they can take away the need for servers, backup systems, support staff and allow your information to be stored at the highest certified level of security.

OUR CRM OFFERINGS & SUPPORT

salesforce
The Power of Us programme run by the Salesforce.com Foundation enables charities to avail of 10 donated Enterprise Edition licenses that are valued at over €18,000 per year. The Salesforce CRM apps and platform can be connected to Microsoft Office and Windows.
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dynamics
Dynamics can be configured to support a range of management processes that are typical of charities, such as clients, membership, fundraising, communications, campaigns, projects and HR functions. Microsoft offers the product through the ENCLUDEit Technology Donations Programme.
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crm
There are several benefits to becoming a member of ENCLUDE’s CRM Programme.  It allows charities to receive face-to-face training, access dedicated systems support, make minor system amendments as their operational requirements change and future planning.
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FINANCIAL MANAGEMENT

Charity legislation requires all charities to generate robust management information. Due to this, charities will benefit from systems that allow for easy, and SORP compliant, reporting of key data to the charity regulator, their funders, supporters, relevant statutory bodies and other stakeholders.

Independent research was conducted by ENCLUDE into a range of accountancy packages and it was discovered that the best product was designed by an Irish company. We contacted Visor, the company that developed accountsIQ and worked with them to develop a version that was appropriate to the charity sector and available for approximately a third of the price of standard versions. ENCLUDE believes that presenting your auditor with SORP ready accounts, such as those that accountsIQ delivers should significantly reduce your audit costs.

For more information on accountsIQ for registered charities email: sylvester.murphy@enclude.ie or click here.

Communication & Collaboration

Office 365 uses Cloud Computing to build on desktop technology to enable staff to access emails, share contacts and documents from anywhere in the world, on a range of devices including smartphones, iPads, android tablets and PCs.

Components can be managed and configured through an online portal. Usually this removes the need to have traditional on premises servers and your data will be protected in the cloud. Office 365 is compliant with industry standards including HIPAA, FISMA, BAA, and others.

Office 365 builds on the word processing, data analysis, communication, and productivity features of the Office suite that your charity is already familiar with.

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diagram

INTEGRATED SOLUTION

The ideal information system is a single shared secure information system.  Large organisations pay hundreds of thousands to get such solutions custom built.

For charities, on more limited budgets, it is possible to create a virtual single shared solution by integrating a small number of applications together.

SEE CASE STUDIES

crm

CRM

The client relationship management [database].  This is the centre
of a shared information system. It contains all client data, all donors, all
stakeholders, all referrals, assessments, care plans and actions.

accounting

Financial accounting solution

A key criteria for selecting an accounting system is one that integrates with other systems
electronically. An example of a financial accounting system with intetgrates
well with CRM systems, while providing charities with what they need to meet
their best practice in reporting requirements is AccountsIQ.

computer

Website

Often, the Contact Us page of a website only
sends an email to a staff person.  It is much more logical for the Contact
Us form to send the person’s details into the CRM, add the person’s record to
the CRM if they do not already exist and then send an email to the relevant
staff with a link to the record in the CRM.  Even better, if someone makes
a donation on the website, the person, donation information and payment
confirmation are sent to the CRM, the person added and the donation recorded
against that person and  an automatic thank you email sent.  Then,
the magic happens, the transaction is passed from the CRM into the financial
accounting system ready for bank reconciliation. All without a staff person
lifting a finger.

communication

Communication [email, social media and SMS] tools with
the CRM

We have got used to sending email from a separate email client, e.g. MS
Outlook or Gmail, and receiving the emails into an Inbox.  It is much more
logical that all communication records be associated with the person on the
CRM.  Therefore any staff who communicates with a client, by any means, is
recorded on the client record.

These separate systems can talk to each other using an API. Application Programming Interface.  This is a library of languages and two
applications e.g. Salesforce CRM and AccountsIQ – both with APIs – agree a
common language, share a security key and pass data from one to another in
agreed format.

An integrated system puts the people charities
engage with at the centre. It is client centric, and supports both much better
relationships with all client and donors as well as much easier reporting.
Client-centric information was the way we organised before PC – a single file
for each client with all information in that file.  An integrated system recovers this logical way to
organise our information