The Andar/360 CRM strategy positions your constituents at the center of
your organization. Andar's integrated database consolidates, into a
single profile, all information about your constituents' involvement in
your community and with your organization. Andar provides a holistic
view of your constituents and offers indispensable tools for building
strong relationships.
Introduction
The key to a successful CRM strategy is
an organization's ability to collaborate across departments in building
relationships with constituents. Collaboration is facilitated when
business silos are eliminated and departments share a common database.
Everyone must work together, on the same platform, at gathering
information in order to build a complete picture of the constituent.
Andar/360 provides a strong transaction processing engine, and gathers
knowledge from all constituent interactions—including donations,
designations, event participation, communications, direct mail,
volunteerism, relationships, interests, demographics, preferences,
online activities, etc.—into one fully integrated database. Having all
of this information accessible in your CRM system is absolutely critical
to building strong relationships. Andar/360 is the logical choice
for your CRM solution.
Executive Support
Stay on top of your organization's
key performance indicators. Andar/360 provides executive dashboards that
summarize information essential for steering the organization. The
Executive Plus module creates custom dashboard items that inform
executives and senior managers of strategic and tactical trends and
opportunities. Executives can choose from a long list of predefined
items including staff management functions, resource development
progress summaries, campaign status information, workflow summaries, and
other business measurement tools. Extensive drill-down functions are
available for executives to delve deeper into information as needed.
Marketing
Create targeted and personalized campaigns
that get results using the extensive knowledge base already in
Andar/360. Andar segments your constituent base using customizable
algorithms to deliver a highly personalized experience through print or
electronic media. Furthermore, the results of your marketing campaigns
can be automatically tracked live, directly in Andar. These results can
be analyzed, used in subsequent campaigns, and applied to your donor
acquisition strategy. Andar has the tools necessary for a coordinated
multi-channel marketing strategy. Andar's highly personalized content
management system (CMS) supports transpromotional
documents, e-mail and snail-mail campaigns, as well as a full featured
web site CMS. Personalized URLs (PURLs) can be used to link your paper
and electronic communications and to track responses online. Andar also
extends your reach by providing highly targeted banner ads, stories, and
personalized text that can be e-mailed or printed on documents such as
thank-you letters, statements, and tax receipts. Similarly, Andar's
Executive Plus module creates live custom charts and data tables that
can be included in these various communications.
Communication
Relationships are built through a
consistent and coordinated communication strategy. Andar/360 provides
the essential tools to communicate with constituents and track the
results of these communications. The most basic of communications, the
telephone call or letter, can be documented in Andar and linked to all
constituents involved, including any individuals or organizations that
may have been the topic of discussion in these conversations. All
communications involving a profile, whether individual or organization,
are viewable from their respective account profiles. In support of this
strategy, Andar's MSOutlook Connector module automatically uploads
directly into Andar e-mails sent or received, and automatically links
them to the account profiles involved. Andar's communication logs also
have automated pop-up reminders that can be assigned to other staff
members for follow-up. Andar's e-Community Suite integrates, into one
system, the marketing engine necessary for a coordinated communication
strategy, with a web site content management system (CMS) that delivers
a personalized online experience.
Andar's CMS provides live tracking of constituents' interests and
behaviors as they interact with e-mails, e-newsletters, your web site,
or through personalized urls (PURLs) provided on printed materials. This
accumulated knowledge can be used to further personalize subsequent
communications. Andar's easy-to-use authoring tool delivers prompt and
current information to your web site with just a few clicks. Andar also
includes a powerful survey tool to collect valuable information about
your community and/or specific constituents. The results of surveys are
stored directly in the Andar database and linked to the constituent
profile. This information can be data mined and used in various
communication campaigns.
Profiles
Constituents are not all the same, and your
relationship with each one is very unique. Therefore, your staff members
need to view information relevant to each type of constituent and their
unique relationship. That's why Andar/360 offers highly customizable
profile dashboards where each staff member selects the constituent
information to display. Furthermore, dashboards can be customized based
on your constituent's relationship with your organization. Similarly,
because corporate partners have a different relationship with your
organization than partner agencies do, Andar provides different
dashboards to display each type of partner organization.
The Process
"Process" plays a critical role in CRM.
Much of what goes on within an organization can be represented as a
flowchart of tasks. A typical CRM implementation involves refining and
documenting the organization's processes in order to improve
efficiencies, customer service, and relationship building efforts. With
Andar/360, each task is documented and then organized into flowcharts,
known as workflows in Andar, with task interdependencies and decision
points. These workflows can then be assigned to one or more constituents
and managed (or carried out) by specific staff members. Milestones and
reminders ensure that the right people are kept informed of real-time
progress. The fundraising process must be adaptable to changes that
arise in the relationship with the constituent. Andar prospect codes
define the relationship development stages and apply a rating system to
quantify linkage, ability, interest, and touch-points, and therefore
measure the relationship building process. Andar provides to-do lists,
sales funnels, and prospect metrics that can be added to the account
manager's dashboard to facilitate the development process. Similarly,
senior executives can oversee organization-wide development activities
through their own dashboards to ensure your organization's strategy
remains in focus.
Implementation
Andar/360 tears down the silos that
prevent a successful CRM strategy. Andar provides business intelligence
and fosters stronger relationships by building on the wealth of
information accumulated through its transaction engine, marketing
results, and various online communications. Andar implements CRM through
the following modules:
MIG: Provides relationship building tools, support for workflows,
moves management, segmentation, wealth profiling, advanced dashboard
features, and much more. Read
more
MSOutlook Connector: Provides integration with Microsoft Outlook.
e-Mails sent and received in Outlook are automatically uploaded and
linked to all relevant profiles in Andar. Similarly, tasks and contact
information are exchanged seamlessly between Andar and Outlook. Read
more
e-Community Suite Base: Provides e-CRM capabilities including an
extensive, integrated approach to e-mail marketing, targeted web site
content with interest tracking, and constituent surveys. Additionally,
e-Community engages constituents through a uniformly branded and
personalized web site. Read
more
Executive Plus: Provides custom dashboard items in table form or
graphically as thermometers and pie charts, as well as point, line, and
bar graphs with point-and-click drill-down. Read
more
Data Policy Manager: Provides reinforcements to the CRM process
and supports staff in ensuring data quality. Read
more
