It took Jamie Wilson, Coordinator of Global Operations for Clinical Data Interchange Standards Consortium (CDISC) six months to evaluate all the CRM systems the nonprofit was considering. He looked at Salesforce, Microsoft Dynamics, Siebel from Oracle, and Zoho. His top requirement was a CRM system that could offer tight integration between financials and billing.
Initially Wilson began advocating Microsoft Dynamics because it integrated with Sharepoint and Microsoft offered a decent nonprofit pricing scheme. But when Wilson made his final decision he advocated for Zoho because of its interoperability with other applications through its open API. CDISC uses so many different systems and Wilson discovered that a lot of them integrate with the Zoho API right out of the box.
Choosing a system that fit CDISC’s needs was Wilson’s first technical hurdle. Now he needed to get people to actually use the CRM system which was a major culture shift for the nonprofit. Just because you create the workflow processes it’s not easy to get people to stop inefficient behavior such as sending all communications via email and attaching documents to emails. Ultimately his job required a lot of follow up with members and leads on how to use a workflow to make their life a lot easier.
For any other nonprofit struggling with a similar situation of porting over legacy financial data, Wilson highly recommends you get your financial data in the most standard format possible and get ready for a long cutover period. You’ll have to rely on old Excel spreadsheets for a while until you can start relying on the live CRM data coming in.
For both technology and people, Wilson advised, “Don’t rush the money and be sensitive to people’s attitudes to how they do work.”