Microsoft Dynamics 365 CRM for Charities

Preact recommends Microsoft Dynamics 365 as the best CRM solution to manage the diverse requirements of organisations working in the Third Sector.

When implemented effectively, Dynamics 365 adds simplicity and efficiency to control costs and increase engagement. This includes:

  • Managing members, donors and beneficiaries using a single interface
  • Improving performance through connected processes
  • Unifying data in a secure cloud platform
  • Increasing fundraising and commercial activities through personalised messaging
  • Transforming reporting through data-driven insights

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Dynamics 365 for Charities

Demonstrating Dynamics 365 Charity Hub

Demonstrating examples of the entities, relationships and processes that can be managed in Microsoft Dynamics 365.

Video Transcript

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Hi everybody, thanks for listening Martin from Preact and I'm just going to take you through a charity hub for Dynamics …

Hi everybody, thanks for listening Martin from Preact and I'm just going to take you through a charity hub for Dynamics 365 that we've set up just with some entities that we we typically find that are used quite commonly across the charity sector.

We find regardless of whether you're working with individuals volunteers donors that

sort of thing or actual organizations themselves it's quite key that you want to see a few reports you want to log some of your day-to-day communications, emails, phone calls things like that you might want.

Then track donations, sponsorships and we might want to look at what events potentially some individuals have attended so we've sort of added all of those into this model driven app here on the left-hand side you can see we've just there enabled dashboards.

Again, you can see this is just a way of seeing some views and some charts of where your data might be coming from. We've got activities on the left hand side so this will show you your list of dues. You know if you're if you've said you're gonna give somebody a call back and things like that we can add all those in here as well we can store a list of all of our organizations that we might be working with. This would be this signpost and organizations that we're referring external people to or people that referred in to us and then obviously we've got our contacts table so within here we can see a list of all of our contacts or if we want it to categorize these into say people that have just given us donations or ones that want to actually volunteer we can categorize those as well in here.

Now the four main areas of this and then what we've actually added in here is just the donations table, sponsorships if you're working with programs and small projects we can have those in here as well if we need to. If you want to look at where referrals have come from or referred out and you want to have an entity table for that you can have that as well list of events and event contacts in here so good starting point.

Over here if I just go to my outlook, once you get Dynamics we can fully enable the integration between Dynamics and Outlook. Over here I've got an email from say Penny over here on the right hand side you get the dynamics 365 tab here so if you are in your Outlook you want to have this little window into your database you can pin this over here on the right hand side so you can then see at any one time you wanted to look at all your donations you can quite easily go in here and look at your donations in one place, if you want it to look at your sponsorships, or if want it to create a new donation or a new sponsorship you can do all of that from within here as well.

Typically though once you've got the little window in over here you can see something like this we've got Helen she's saying she's come across her website she's interested what we do as a charity she wants to know there's any available positions for a new volunteer.

You can see down here we then have Helen so she's perfect she's obviously come across and it's automatically found her email address that's telling us that she is most likely to be a volunteer that's in the database. If I wanted to see that I could quite as you click on here you're in Dynamics and that would take me straight to her contact record.

Equally Penny over here, again she might be a volunteer or somebody from an external agency you know finding out information from us. I’ve clicked on her email here she doesn't exist. It's not found her contact in the database so it’s saying she is an unknown recipient so at this point we could quite easily come down here and we can add her as an individual contact. We're going to add account information in as well we can do that from here we just do add as a contact. We then get presented with this sort of quick create contact form it will automatically pull in first name, last name and email address from her senders record over here. But then from here we can say okay well what is this type of inquiry?

So we just say for now that she wants to be a volunteer we could segment that and say volunteer here we know her organisation details we can create that in here as well if we've got her mobile number which we have then we can capture additional information over here if we need to just like that.

Again, if we had address information we can do that as well we can rip we can customize this form over here to be what you want it to be basically. So just to show you now if I click Save and close what this will now go and do it will now go where and create this record you can see here if I click view record you can now see it show me there's a contact in the database again I could go like that click viewing Dynamics that will show me the record.

What we've actually done you can now see from Outlook it's same track to Dynamics so automatically now grab this email address and it's saying track to Dynamics.

If we come back across here to the database and we go over here into contacts you can see I can search for then Penny. There she is, and that Penny and is now in here so I've searched her there's her email address. Equally if I went into here and I went to volunteers, then active volunteers, because we said that she was a volunteer and then I just clicked down here look we should now see also active volunteers, there's Penny as well.

So, she's actually gone into this volunteers table section in here because she wants to be a volunteer when we click into her individual record we can see all the details that we filled out, the email address any other details in here we'd have obviously added in her you know, date of birth and anything else that we might have captured, let's just put something in here like.

If you wanted to calculate the age based off the birthday we can do that as well, again any other details we would have captured in here we could have quite easily filled in before I hit the database, it's entirely up to you how you want to do this really.

But what you can then see over here is we now have this email so on this timeline we can see this is a list of all of the day-to-day communications. Now, anybody else looking in the database, not specifically in my email will see that we've had this email come across this email now sits in here. Anyone looking at this will see there's a new email new activity in here.

This is obviously just one type of form over here I can quite easily change to have a different style of form. Which I'm going to do. So, you can see you can have different layouts and things like that you can have different fields in here. You can now see look the birthday field that I filled in now isn't here, down here birth month and age fields are and any other field you want to capture in here. We can make this really quite bespoke but there you go you can see again there's that email in there.

If I wanted to set a follow-up phone call, if I wanted to give Penny a call back I can quite easily come in here to add a phone call or add an appointment if it's a face-to-face meeting.

I could put becoming volunteer something like that just put the new volunteer in here. I'm gonna then set a due date so I'm gonna say okay this is going to happen say tomorrow and I'm gonna say ten o'clock perfect I can do that I can. Just click Save and close now anybody else looking at Penny's record will physically see there's the original email that we had.

I can now see that Chris, who I'm logged in as, over here has a follow-up phone call tomorrow with this individual person so we can start building up a bit of a picture we can do. The same thing in here with tasks and appointments phone calls you know anything else you want to add in here all of this will seamlessly sync across to Outlook so we put an appointment in here will end up in your Outlook, vice versa if we are in Outlook we track that it can end up in your Dynamics.

Over here on the activities pane, this is a list of all my to do’s, you can see again look that's up tomorrow at 10 o'clock it's now in my activity list it goes in here. So even then we see it on the individuals record we also see over here on how to do list of my activities.

You can have other views in here so if we wanted to look at every single activity, or you wanted to break that down into individual types then you can as well. You can look at anything happening the next few days and things like that. You can apply all these different types of filters. You might want to just look at your team's activities if you work in a select group you know just within the organization only you and your team members can then see those activities in here but essentially you know that as of tomorrow, when we come into this view here you can go into this and we can say, yeah I've now gone and done that and then I can fill out all my additional details.

Once I'm on the end of the phone I can then click complete up here so it comes off of my to-do list. You can see I can now work to my next one in the view. Obviously if I come over here and look at my closed activities, this has been actioned so you can see all of my action

things go in here from here I can quite easily click into Penny here and again you can then see this is now I completed phone call there's the additional details in the middle there. So, everybody with the right permissions can see this can see the details of what's happening.

Let's just say down the line Penny phones us up and she wants to then donate some money to us. Two ways of doing this again I could come over here to donations and I could say look there's a list of all my donations. I can click here and click ‘new’ and then I could fill out Penny's details.

Equally, it's better just to come from over here like I click on Penny go back to my recent viewed items it's easier to do it over here on the right hand side because then it pre-fills Penny. We can say, okay first thing that happened she's on the end of the phone we click up here in the universal search we search for her name, her phone number, you know address information, whatever you want to search for you can search up here for key information.

We can then say okay that's what she's given us, that's the person, we find her record, we can see all the other details happening in here, and then over here we can say ‘new donation’. This will then load up a quick create form over here so we can then say, what is the amount?

So £500 she's pledging to us. How is she paying us? So she might just be paying us with a card over the phone. We could say okay we're typing in the card details over here. It is today so we can just pick today's date is they give GiftAid, yes or no and then obviously you can put the GiftAid claim date in here.

Any other details and any other field you want to add in here, again we just put a few values in here so we can quickly see this. Save and close this. You can see because it was automatically linked and we did it from Penny's record so it will now automatically appear on her record. There's all the details in here when we go over here to our donations tab you can see we've now got a new pledge amount in there for £500 for Penny by card with GiftAid.

The good thing about this is obviously when you look at your donations and you start adding these in where there's an integration with your website or we're doing it manually like this, or if we're doing a mass import from a spreadsheet there's different ways of doing this.

But what's quite useful when we're looking at these views I could easily just apply a filter in here to say all of these donations in this time period that we've set against this, show me all the ones that have paid by a card for example. So, I could quite easily apply a filter here now have all those donations these three obviously paid by cards so again these filters we applied here are very similar Excel works. Again I'll just apply that, and that shows me everything. I can export to Excel if I need to so once I've got the data in here I can quickly do a nice report in Excel so that's my preference, we can still do that as well. We can export here quite quick and easy.

What's useful though is when we are in these views if we look over here when we look at these charts. So out of all of these I've just got a chart over here saying okay how much have we taken in donations by month. In December I can see there was £7000 donated whereas January £550, in February that went up again to £6000 and then again in May it was down to f£500, April this month currently we've only got that one again.

You can see here if I click into just that value from the chart it will filter out the ones that we're seeing over here. If I want to see what made up those February donations I click in here and actually I can see it was Carolina who pledged £6000, thats one donation now they could have been made up of ten individual donations but it isn't it's just one value for that amount.

You could have top 10 donors in here as well based on the amounts they've they've donated and things like that if you need to.

Loads of options in here and you know these donations and these sponsorship tables down here.

We can capture that as well you know individually on the record so there's donations I might say okay now Penny wants to sponsor our next event as well so we can do the similar sort of scenario over here we can add a new sponsorship and again the fields that go into this sponsorship.

What is the type, yes a sponsored walk let's just save that and then you can see over here then we can add any new donations against this so she's doing a sponsored walk for us. Over here if I add a new donation against this sponsored walk we go again. Let's just say she's then said that she's made £300, she's paid us in cash this time and it was fine there you go, add that in there so the donation goes against this sponsored walk that we've got. And then obviously over here now we can recalculate this, so you can see we've got one in here this might have been a total amount this might have said £300 and then she might give us £300 today for this sponsored walk, and then next week she gives us some more money as well so she's giving us in drip payments.

We could quite easily go through here and add another one in then that would calculate over here as well whether it's individual lines or total amounts you know it's opened discussion in there as well.

So a couple of things that we can do in there against sponsorships you see there's that sponsorship, we can add a value or whatever you need to do.

Equally you might see what events Penny's going to attend. So over here we could quite easy add in an. Over here you can see we've got a list of all these events so we've got this Birmingham tradeshow coming up, if we click into that we can see the start time and the end time of the event how much it's costing us, what we're actually going to be doing at the event and things like that. Oh and these are the people that have told us they might be interested in coming. If I go on to the event here I could quite easily add in add new contacts over here who is it? There you go, it's Penny again and at this point maybe she's only just been invited so we do that click save and close. Again, now we can look at this and you can have roll up figures on here to see how many people might be attending this event.

If we click back into here for Penny get over here you're building up a bit of a picture so we can see this as she's been invited to this event, we can then see that on her record over here.

On the event itself on that time and day when we actually get there, you might have an app on your stand and then you come into this and we can just explore this to excel and update this in mass, or we can just say okay as and when you turn up we scan a QR code, or we go into this individual record, here we can then change your status from here to say you've actually attended this we can add more details. In here dietary requirements any other details we need to send you, course information or with driving instructions.

Again, we could have done this quite quick and easy just by saying yes and then maybe we send you an email out when we added you as is invited. Lots of options we've got in here. The fact that we've now changed this to be attended, what was your role, you might be the speaker, you might just be a delegate, for example in this scenario.

All rolls up in here we can now see this was the event that you attended and then again you might have some nice reports on all events that happened this week and how many attendees we had at those events and sponsorships. How many donations and all of this rolls into nice dashboards that you might have over here.

Hopefully that shown you enough and in terms of how we can get the information in here to contacts. Multiple ways you saw me take an email and push that in from my from my mailbox if that might be a group mailbox and we do that automatically without having to click and add the new contact. That's all doable.

You might also have a nice form on your website something like this which somebody goes in and fills out one of their volunteers details or an application type process.

Now what you're volunteering for, a public speaking, what are your interests, certain volunteers can only do certain days of the week and things like that so yeah, they might fill in some details like this, any dietary requirements, do you have a valid driving license. Sometimes you might need to drive to places things like that.

You get them to fill out form at least and submit it that can then also feed straight into your volunteers section within the database. What do you then do with that again you might have that customized in here you know contacts based on different things, this one's based on gender so actually the split here of my 3420, 1778 of those are males. Again you might have ages, ethnicity, ones that drive, ones that don't drives. As soon as you've got a requirement for finding somebody that actually drives or doesn’t, then again you can just quickly apply a filter in here like this and then you find those people. You can drill down to that even further. You can see here I've clicked on this value here. This is female I can then say I can go in to see them further and I want to then say split that out by type so female you can see on here is volunteer within two clicks. We've gone from 3400 to 116, in this view. This is all volunteers who are females.

Thanks for listening guys. This is just a base solution for most the charity organizations. We can add a lot of custom tables over and above this but hopefully you can see how this can this can align to your Outlook. How we can quickly push information in. How you can see everything in one place against that individual. That is the central point of seeing all phone calls, all emails, all events, donations, sponsorships and anything else you need to capture ill in one place.

Any questions please get in touch and we'll be more than happy to help.

Dynamics 365 CRM for Charities Guide

Discover how our CRM solutions help charities to increase revenues and drive down costs.

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​Case Management

Empower staff and volunteers to deliver the best possible experience with case management tools. Manage enquiries, applications, complaints, DBS checks and other processes to make each journey as smooth as possible.

Guide agents to successful outcomes with prescriptive on-screen advice that reflects your rules and methodology. With access to complete relationship detail and integrated knowledge, everyone can provide a personalised service and resolve issues faster.

​Single View of Each Supporter

Capture all interactions and communications with your donors, sponsors and members in one place for a coherent view of each supporter. Record any detail relevant to these relationships in one place. This can include membership status, donation history, purchases, service case history and communication preferences.

Integrate Microsoft Dynamics 365 with your website and e-commerce platform to build a complete profile that reflects each type of supporter income including donations, subscriptions and merchandise.

Increase ​Fundraising Revenue

With unified data in Dynamics, segment supporters to send personalised fundraising communications for urgent appeals or legacy gift campaigns.

Keep donors updated about your activities and what they are contributing towards. Use Dynamics 365 to increase supporter loyalty with timely personalised messages that resonate.

​Marketing Automation

Connect marketing automation solutions to increase awareness of your work. Send email newsletters that share details of your recent activities and upcoming events, and develop personalised nurture campaigns that send a sequence of message that promote engagement.

​Event Management

Dynamics 365 handles event management processes including attendee registrations, joining instructions, venues, payment information and other activities. Manage all active and completed events including training days, workshops, webcasts, customer events and many other events that involve contact lists.

​Managing Your Bespoke Processes

Dynamics 365 has the flexibility to manage each bespoke process and relationship that matters to your organisation. For example, Preact has developed solutions using native functions that include:

  • Helping Mencap and Children’s Food Trust manage their contract agreements
  • Enabling BEN – The Motor & Allied Trades Benevolent Fund to manage the grants they distribute
  • Empowering agents of The Matthew Project to complete enrolment processes
  • Deploying web portals that enable British Gymnastics Foundation to process paperless applications
  • Implementing processes that enable Hearing Dogs for Deaf People to track detailed information about their hearing dogs and puppies including medical history and training plans

Our CRM Services for Charities

Preact is a leading Microsoft Gold Partner helping charities and non-profit organisations transform processes through Dynamics 365 and the Power Platform. Our services cover each step of your CRM journey including:

  • Requirements scoping
  • Providing accurate and affordable charity pricing and licensing
  • Consultancy to configure and customise Dynamics 365 for charitable organisations
  • User training so everyone can gain maximum value from the application
  • Phone support to answer user questions and minimise downtime
  • Technical expertise to action user-requested changes

​Our Clients Include:

Dynamics 365 for Charities FAQs

How much is Dynamics 365 for Charities?

Microsoft offers a reduced rate for organisations that qualify for its charitable licensing. The current pricing includes Dynamics 365 Sales Enterprise or Customer Service Enterprise licences @ £17.90, D365 Customer Service Professional @ £9.40 and D365 Sales Professional @ £12.30. All prices quoted are per user / month, excluding VAT. Information about Microsoft's charity eligibility criteria and process is shown here.

What are the main benefits of Dynamics 365 for Charities?

Using Microsoft Dynamics 365, charitable organisations are better able to connect data and modernise processes that improve operational efficiency and reporting. Through data-driven insights, Dynamics 365 provides charities with a scalable platform that helps them be more agile and responsive to the needs of their beneficiaries. By unifying membership data, the system helps teams segment supporters to increase the personalisation of messages to announce events, promote fundraising activities and provide updates.

How does Preact support charities using Dynamics 365?

To deploy, or extend an existing Dynamics 365 system, Preact helps charities implement a range of solutions. Frequent examples include: self-service web portals, feedback surveys, case management, application processes, marketing automation, reporting, membership renewal processes, event management and volunteer management. Continuing support is provided through our managed service.

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