Frequently Asked Questions: CRM General

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1 Frequently Asked Questions: CRM General When did development of CRM begin? Why am I hearing about it now? The project officially kicked off in January 2011, at that time we were focused on designing the Fund Development portion. Development of the new service delivery aspect of the CRM (successor to AIM) began in June The project is divided into four phases (define and plan, design, test, delivery and support). The projected completion of the combined system is Summer/Fall of 2013 with a launch scheduled for April Pilot agencies will begin rolling onto the system at that time, a complete roll out plan is in the works and will not be available until Q The introduction of any new software technology can represent a significant amount of change for our network. Part of managing change effectively is to help CRM users easily imagine their current business using this new system. In the development of any new product, it needs to reach a certain critical mass where a user can envision using it for their work. How much will it cost? Big Brothers Big Sisters of America has heard and appreciates the network s concern with affiliation and technology fees. As announced in Summer 2012, the national office, under the leadership of President and CEO Charles Pierson, is reviewing fees paid by agencies to ensure that they are equitable. Pricing for CRM will be announced as soon as possible, most likely late Spring 2013 Frequently Asked Questions: CRM Service Delivery My agency currently uses AIM. How does the April 2014 rollout of the new information management system (currently named CRM) impact how I use AIM and the support that I receive now? Agencies using AIM should continue to use it to support program management. Existing AIM users will continue to receive support through the Agency Resource Center and AIM help features. No further product enhancements are planned for AIM as we plan to migrate to CRM in April Our organizational resources are being invested in future technological tools to support our work Big Brothers Big Sisters of America will continue to fix issues impacting the network wide health of the AIM database through the launch of CRM in April

2 As part of the planning for the implementation of the new tool, Big Brothers Big Sisters of America is working with Blackbaud and other companies to develop a comprehensive data migration process. We expect that agencies will not need to undergo a rigorous AIM to CRM service delivery conversion. Big Brothers Big Sisters of America is committed to providing comprehensive and effective training that will help team members that have used AIM successfully transition to using CRM. My agency does not use AIM, but we were planning to convert in How does the April 2014 rollout of the nation information management system impact my planned conversion to AIM? Big Brothers Big Sisters of America will not convert any new agencies to AIM effective Jan. 1, As part of its overall planning for the implementation of CRM, Big Brothers Big Sisters of America and its vendor partners will develop processes, plans, and tools to assist your agency with a conversion to the new information management tool (CRM) in April Members of our team will contact you beginning in May 2013 to begin developing your migration plan. We will communicate information about the conversion process throughout How does the April 2014 rollout date of CRM impact my agency s compliance with the Standards set to take effect Jan. 1, 2014? As a result of this scheduled launch date of April 30, 2014, Big Brothers Big Sisters of America will need to issue a Standards waiver for affiliates. The following Standards will need to be "waived" for all affiliates: Standard 16 (volunteer enrollment: tracking references; background checks) Standard 20 (match support: contact schedule has changed) The following Standards will need to be waived for non AIM affiliates: Standard 10: (use of AIM) Standard 15: (child enrollment for SBM) Standard 17: (pre match training: recording, evaluating, documenting attendance) Standard 18: (pre matching and matching process: documentation and post match assessment) Standard 19: (Youth Outcomes Development Plan: ability to track completion and annual review) 2

3 Standard 20: (match closure: tracking attempts to contact) Standard 21: (reassessment: tracking what needs to be done in what time period) Standard 25: (quality assurance system: currently optional) The waiver would be effective from January 1, 2014 through May 1, 2014, at which time, all affiliates will have access to the CRM system. Waivers will be issued in summer How will the new information management system (CRM) be better than AIM? Big Brothers Big Sisters new CRM is being designed from the ground up to support the updated Standards of Practice and the enhanced Service Delivery Model. We seek to add greater value for agency use and upgrade each end user s experience with better reporting tools and greater flexibility in functionality. Who is designing the new information management system s program management piece? A core Team of 7 Big Brothers Big Sisters of America staff members are working with Blackbaud to develop the new system. We also have a team of pilot agencies that will provide input and feedback at certain stages as we move through the design and testing process. They are the following agencies: BBBS Atlanta BBBS Butler County (OH) BBBS Central Mass/Metro West BBBS Eastern Missouri BBBS Greater Charlotte BBBS Greater Chesapeake BBBS Greater Cincinnati BBBS Greater Pittsburgh BBBS Greater Richmond & Tri Cities (Services Inc.) BBBS Greater Twin Cities BBBS Kentuckiana 3

4 BBBS Lone Star BBBS Middle Tennessee BBBS New York City BBBS North Bay (CA) BBBS of Kansas (Kansas BBBS) BBBS of the Triangle BBBS Puget Sound BBBS Services, Inc. (Winston Salem) BBBS South Texas (San Antonio) BBBS Southwest Idaho BBBS Southwest Washington BBBS Western North Carolina BBBS Will and Grundy Counties What sort of enhancements in data collection should I expect to see in CRM? Big Brothers Big Sisters of America has listened to the feedback offered by AIM users in surveys and in cases submitted to the Agency Resource Center and, together with the pilot agencies, is using that feedback to ensure that overall themes are thoroughly reviewed and incorporated into the CRM design. For example, based on your feedback the new CRM will provide a more robust system for capturing data on the child s family and living situation, mental and physical health, education, and juvenile justice involvement. Also, a Risk & Protective Inventory is under development for inclusion in the CRM design. This information will allow agencies to gain a much more comprehensive view of the children served and the areas of our communities impacted by our work. Additionally, Big Brothers Big Sisters of America has been working with external researchers and agencies to develop a thorough, validated inventory to capture the kinds of important data you listed. Although the inventory has not been finalized, the list below represents a few high level categories that will be included for agency use. Within each high level category will be sub categories, which will provide a more through view of Big Brothers Big Sisters reach. As the design process continues, the CRM Pilot agencies will work to ensure that the content included in the CRM meets the needs of agencies. 4

5 Development Disabilities Living Situation Exposure to Trauma Family History Medical History Learning Differences Attendance/Grades Frequently Asked Questions: CRM Fund Development Will my agency be required to use the fund development component of the new information management system as part of compliance with updated Standard 10? No. Access to the module will be a part of the new information management system whether you choose to use it or not. Our hope is that all agencies will use the fund development component of CRM so that the Big Brothers Big Sisters network as a whole can better assess its fundraising performance and potential areas of opportunity. Why do we need a network wide fund development solution? The project involves using technology to organize, automate, and synchronize our business processes. A new information management system will help us to find, attract and acquire new donors, nurture and retain those we already have, migrate donors to new giving levels, entice former donors back and reduce the costs of marketing and donor services. Several years ago, Big Brothers Big Sisters of America initiated the development of a common data platform for the enterprise, called Enterprise Constituent Relationship Management (CRM), which will eliminate the need to cobble together a series of unrelated business practices/solutions. Based on feedback that we heard from members of the network, we know it is not uncommon for the records of Bowl for Kids Sake donors to live in one system, while records of offline donors live in another. Records of current and former Bigs, Littles, and families live in AIM, making it difficult to discern the relationships between and among these individuals. The national data and corresponding platform development strategy is based on several fundamental principles: the constituent is the center of the business process; 5

6 centralized constituent data and software capabilities enables efficiencies and data driven business strategies; common business processes across the organization can be optimized to reduce duplication of effort and maximize resources to grow productivity; the network can achieve higher levels of satisfaction among constituents with more integrated and targeted communication/interface, increasing loyalty, retention and organizational resources. The platform and corresponding donor development business model will provide Big Brothers Big Sisters with organizational capability to manage a portfolio or profile of information on constituents (littles, bigs, donors, interested parties), as well as a mechanism by which to effectively coordinate and manage the diverse array of constituent interactions, communications and transactions. This integrated data platform provides a robust infrastructure to support scalable execution of established and proven industry practices across the network Who is designing the fund development module of CRM? Fund Development professionals from the national office, led by input from Chief Development Officers from Big Brothers Big Sisters of Greater Charlotte and Big Brothers Big Sisters of Kentuckiana, formed the core team that worked on the design in Many of the pilot agencies listed above provided input and feedback at certain stages while we moved through the process. The Fund Development Model leverages the leading technology platform provided by Blackbaud. This platform enables a holistic management of Big Brothers Big Sisters constituents, be they individual donors, community partners, foundations, Bigs, or Littles. Frequently Asked Questions: Change Management What is Change Management? Big Brothers Big Sisters of America has embarked on a journey of change to achieve greater impact across the Network and, ultimately, for the children in our communities. We are building a system so that members of the network receive the support that they need to embrace the new ways of doing business. We seek to deliver to key stakeholder groups a combination of information, training, and customer support that will help the Big Brothers Big Sisters network holistically embrace and successfully implement updated Standards, an enhanced Service Delivery Model, and a new information management system (currently named CRM). 6

7 The Change Management Team will outline a cohesive strategy and create a joint tactical plan to move the organization through the changes to SDM, Standards and CRM, and together own the execution of the plan. The goal is for staff to be: More aware of what's changing and the all important why of the change More interested in participating in the change in order to achieve the objectives of the change More knowledgeable about the change More skilled in the new ways of doing the Big Brothers Big Sisters business that the change is bringing More comfortable with the change because they have the support of supervisors who provide positive feedback throughout the change. Our plan to help the network embrace change will focus equally on listening to the network s needs and providing appropriate support as well as introducing new tools and ways of thinking. This is the journey that the national office and the network will undertake together to strengthen our brand, enhance the outcomes that our mentoring delivers to children, and streamline our operations. Will the change management plan account for differences in agency size? Yes. Big Brothers Big Sisters of America recognizes and celebrates that our network is comprised of agencies of all sizes, with varying capacities. We know that embracing and implementing change takes bandwidth and preparation. In addition, agencies serve different communities and vary in their business models. Our goal is to tailor the change journey that we take together toeach agency s context. Big Brothers Big Sisters of America will work with the Nationwide Leadership Council, affinity groups, state associations and other key stakeholders to provide support, expertise, and peer learning to support this change management work. Ultimately successful change will mean that, throughout the network, the new information management system (CRM) is used to its fullest and all new Standards are implemented and fully adopted. Is there anything that I can do now to prepare for the new information management system or other pieces of the change management plan? Yes, as part of the overall change management communication plan, Big Brothers Big Sisters of America will share any specific action steps that will help your team embrace the new tool as quickly and as clearly as possible. Many resources have been released to help your agency prepare for the updated Standards that come into force on Jan We will continue to develop and assemble resources throughout

8 A draft of the enhanced Service Delivery Model manual has been released. More trainings and resources will be released throughout How can I get the latest news about the change management plan so I can be best prepared for these changes? You will learn more about it through every communication tool that we use, including The Latest On, Agency Connection, regional or ad hoc meetings, and this summer s National Conference. Your agency s Program Performance Management (PPM) or Capacity Development Team members are also available to you as resources. We are committed to sharing information with you as quickly and transparently as we can. When we do not know an answer or when we know that a decision has not yet been made, we will say so. 8