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United Way Success Story
“Ideaca helped fix our existing Dynamics Solution and enhanced it to help us manage multiple aspects of our organization including: relationships with our donors and donor organizations, campaigns and campaigns participation, giving, reporting and volunteer projects management.”
- Len Francis
Director IT, United Way Calgary
Business Situation United Way Calgary wanted to utilize Dynamics CRM 4.0 to manage relationships
with constituents, report on constituent activities and donations and manage
volunteer projects for both organizations and volunteers. Unfortunately, the
implementation of Dynamics CRM done by another vendor did not meet
expectations and fulfill required functionality resulting in the following challenges:
• Low user adoption as the CRM data was not trusted
• Existing reports were not designed properly, therefore, slowing down CRM
• Ad hoc reports could not be built by the users due to inadequate training
• Lack of edit functionality in CRM and poor CRM interface usability
Solution United Way Calgary brought in Hitachi Solutions (formerly known as Ideaca) to
repair the existing Dynamics CRM 4.0 implementation as well as integrate eight
tables (2 way) with their legacy ERP software (Sage Rainbow). The specifications
include:
• Using Scribe and SQL to integrate the eight tables
• Added enhancements to the existing implementation such as: SQL reports, creation
of new entities and development of custom portrait tool
• Net programming and JavaScript were used to create data validation rules that
match the ERP and keep the data consistent in both systems
• Custom code was also used to help the business to create multiple opportunities
based on the previous year’s donations
• Other developments include a new email router to support multi-destination email
messages, an entity record synchronization plug-in to copy fields between records,
NON-PROFIT ORGANIZATION IMPROVES CONSTITUENT RELATIONSHIP MANAGEMENT AND INTERNAL USER ADOPTION WITH DYNAMICS CRM
CUSTOMER PROFILE United Way gives individuals and families the opportunity to reach their potential and improve their quality of life. Whether funding programs that teach conflict-
resolution skills to a high-risk family, enable a senior to live
independently, or help a high school student stay in school, United Way’s
impact is local, tangible and meaningful.
INDUSTRY
Non-Profit
LOCATION Calgary, AB
Dynamics CRM
“Ideaca helped fix our existing Dynamics Solution and enhanced it to help us manage multiple aspects of our organization including: relationships with our donors and donor organizations, campaigns and campaigns participation, giving, reporting and volunteer projects management.”
- Len Francis
Director IT, United Way Calgary
and jQuery auto complete to validate and improve the user experience when
updating addresses
Benefits
• Increase number of users and adoption rates with data consistency
• Significant time savings due to better reporting functionality
• Creation of opportunities was reduced by days from previous process
• Simplified Graphical User Interface (GUI) reduced CRM user training time and
increased usability
• Enhanced constituent communications by enabling integrated letter and email merge
of contact information
• Complete view of constituent contact points (voice, home, business, mobile, fax,
email, URL) in CRM