building great communities webinar with justgiving
TRANSCRIPT
Building a great customer community Webinar with JustGiving and Salesforce Community Cloud
Niall Murphy Communities Specialist Salesforce.com @nialljpmurphy
Richard Atkins Chief Information Officer JustGiving
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Today’s Speakers
Niall Murphy
Communities Specialist Salesforce.com
Richard Atkinson
CIO JustGiving
Businesses Must Engage a Broad Ecosystem
But Today’s Technology Falls Short
Branded and open
BUT…
Not personalized or interactive
Connected to business data
BUT…
Not mobile or personalized
Websites
Interactive discussion
BUT…
Not connected to business
processes
Social Communities Portals
How can your company connect customers, partners and employees
to drive true business results?
Why Community Cloud? Reimagine customer, partner and employee engagement
Personalized Relevant content recommended to each user.
Connected Drive action right from the community.
Mobile Rich, branded experience from any mobile device.
Connect with customers, partners and employees in a whole new way
Introducing Salesforce Community Cloud
Salesforce1 Platform Reliability
Security
Scalability
Business Context Business Data - cases,
accounts, contacts…
Workflow
Analytics Branded Templates
Responsive Design
Salesforce1 Lightning
Personalized Topics
Recommendations
Expertise
Reputation
Social Feed-First
Leverage User Content
(Q&A, Ideas)
Reimagine Customer, Partner & Employee Engagement
Connect
Faster
Connect
Smarter
Connect to
Business
Drive Business Results From the Community
Access, update and create Salesforce records
and objects
Support any workflow
Marketing Fund Requests
Lead Distribution
Access to Experts
Onboarding, Certification and Training
Shared Reports & Dashboards
Business Integration
Put Files In the Context Of Business
Make SharePoint files mobile and social with
Salesforce Files Connect
Manage official content in Libraries
Sync files across any device using Files Sync
Files
Customize The Community To Fit Any Brand
Build an interactive extension of the core brand
Customize every aspect of the community
using Visualforce
Make the site accessible with custom domains
Customization/ Branding
Create A Community Quickly With Pre-Built Templates
Choose a template specific to each use case
Customize any template with a point and a
click using the Lighting Community Builder
Mobile-first design makes templates
accessible on any device
Templates
Community Insights
Analyze community usage with pre-built
reports and dashboards
Moderate discussions and files
Easily create and manage topics
Manager Console
Access the Community Anywhere, From Any Device
Connect employees to the community with
Salesforce1 App
Build mobile communities with the Salesforce
Mobile SDK
Templates are fully device-responsive
Mobile
Richard Atkinson CIO, JustGiving
World’s largest fundraising
platform
22 million users
$3.3 billion raised
$1.6 million a day in 2014
No good cause should go
unfunded
Connecting people who care with
good causes
Globally trusted social giving
platform
GiveGraph
How?
How- donation processing
We invest in donation performance such that for each £1
processed on the biggest free platform, JG passes on 36p
more to the charity
Quadruple digit growth in charities outside UK
Low engagement
The old sign-up process was manual and
lengthy and took up to 28 days
Charity Self Signup Salesforce Communities
How- matching
Turn supporters into advocates. For each supporter
introduced to JG, we find another supporter.
On average, each fundraising page is published 3,000
times in Facebook feeds
JustGiving Insights Know your Impact
How - GiveGraph Power
Create movements of support for good causes.
Highlights so far
- Sign up process improvements 90% of sign ups used to be within 28 days
90% of sign ups now in handful of days
- Global sign up and engagement
- Comms click-throughs up three fold
JustGiving Campaigns
Allowing charities to engage with the GiveGraph
Coming soon…
Approach & Issues
Account/Contact records
• Keep or bin?
• Segmentation model
Synchronise with Production Environment
• Bulk API performance
• Outlier datasets
• Logging
Comms
• Small bugs look huge
• Data quality
Sign Up Process
• SSL certificate authorities
• Federated user authentication
• Unhappy paths
Performance data
• Separation of concerns
What does it all add up to…
Reach more
Inspire more
Raise more
Richard Atkinson @ClickRich
Have you been to the the Salesforce Success Community?
Access from help and training in any Salesforce instance.
http://success.salesforce.com :
• Best practice example of a large
scale community
• Navigate to the communities Implementation group or the
communities product group which have lots of great resources and
Q&A and Further Information http://success.salesforce.com :
Want to find out more?
• If you are already a Salesforce customer, then please speak
to your AE with any queries or to follow up
• Webinar recording and slides to follow next week by email
• View previous webinar recordings and sign up for upcoming
sessions: http://www.salesforce.com/uk/events/webinars/
Thank you