Zero Touch Volunteer Check-ins.

Zero Touch Volunteer Check-ins.

As the shelter-in-place rules are lifted, most nonprofits are beginning to see some volunteer activity start again. But with Covid-19 still raging, all our thoughts are on how to make every process safer for everyone. With that goal in mind, we are very excited to roll out the new “zero-touch” volunteer check-in process in V4S Mobile. With just a quick scan on any iOS or Android phone/tablet, your volunteer check-in data is safely and reliably in Volunteers for Salesforce.

Background

The idea for the zero-touch solution came from requests from several of our nonprofit customers. We had detailed discussions with them on what would make sense for nonprofits and their volunteers. Everyone was concerned with the safety of multiple volunteers checking in a shared Kiosk device. As a stop-gap arrangement, we offered V4S Personal free to all our existing V4S Kiosk customers. While that worked for a few customers, a lot of our nonprofits wanted a central solution that was at their location but could still be used safely.

While we had introduced a scanning mechanism in our V4S Kiosk Events add-on, we had not done that with the volunteer check-ins. For two main reasons:

  • Most of our nonprofits had a lot of walk-in volunteers who had not previously signed up
  • With Events, there was an urgency to check-in people quickly, which wasn’t as much an issue with volunteer check-ins.

Now with COVID-19 rampant, most of our nonprofits had decided to do away with walk-in volunteering. Our discussions revealed that over 60% of nonprofits had decided that there would be no walk-in volunteers for at least the next one (1) year. Several had decided that for the next two (2) years.  And most nonprofits could not have a Volunteer Coordinator available to check-in volunteers on her device. This was especially true for our nonprofits handling pets and animal shelters, where volunteers came in from early in the morning to late at night to feed, clean, and exercise the animals. They were very clear that volunteers would need to check themselves in.

The zero-touch solution for V4S Kiosk.

With this background, we decided to add an automated scanning solution for volunteers. We added a QR Code field to Volunteers for Salesforce’s Vol Hours object. We also added a QR Code field to the Contact object in Salesforce. This way, our nonprofits have the flexibility to either have a unique QR Code based on each Volunteer’s Vol Hours record OR a unique QR Code for each Volunteer’s Contact ID.

Here is a short video that shows what the QR Code looks like on the Vol Hours record in Salesforce.

If you are setting up QR Codes by Vol Hours ID, then you’ll need to make sure that you send out an email with the QR Code it to each Volunteer for every Job/Shift that she has signed up for. You will need to send out such an email for every time that a volunteer has signed up for a Job/Shift.

Here’s a video that shows what such an Email would look like:

If you are using QR Codes on the Contact, then you could send a single email to the Volunteer with their Contact QR Code in it. They could use that same emailed QR Code for checking in every time that they came in for a signed up Job/Shift. Alternatively, you could print a badge for each volunteer with their contact QR Code on it. This way, the volunteer can scan their badge whenever she comes in for Job/Shift.

Automated Check-ins.

We suggest that you put the iOS / Android device that you are using for check-ins in the single app mode so that the device is not accidentally turned off or switched to a different app.  Within V4S Kiosk, we suggest that you select the Scanning to be in Continuous mode. Also, select whether you want the Front or Back Camera to be used. We suggest using the front camera because the volunteer would be able to see confirmation of their check-in on the screen.

Here is a video that shows how a volunteer could hold up their Shift confirmation email and get Checked-in to that Shift.

If instead, you chose to use the QR Code on the Contact ID, then potentially you could send that QR Code to the Volunteer once and she would just scan the same QR Code every time that she came in for a Job/Shift that she was signed up for that day. The V4S Kiosk app looks to check if the Contact with that QR Code has signed up for any Job/Shift on the current day and scans the Volunteer in.

If a Volunteer signs up for more than one Job/Shift per day, then she would necessarily need the QR Code related to the Job/Shift. You would not be able to scan the Volunteer with the QR Code on the Contact. Because in that case, the app would only find one of the multiple Jobs/Shifts signed up for.

As nonprofits start to open up and volunteers come back to help, we urge you all to maintain social distancing. Keep those masks on and stay safe, everyone!

Have you converted Volunteers to Donors?

Have you converted Volunteers to Donors?

Looking to grow your donor base? A fantastic place to start is to convert your Volunteers to Donors. According to Abila’s Donor Loyalty Study, 75% of those who volunteered say they are more likely to donate. That is an overwhelming statistic and one that nonprofits should leverage. Studies also show that volunteers donate 10 times more than non-volunteers.

So how do you convert volunteers to donors for your nonprofit? Here are five best practices to help you convert volunteers to donors.

Acknowledge Volunteers like you do Donors

Treat your volunteers right. They may not make monetary contributions.  But the time that they donate to your nonprofit has a tangible monetary value. According to the Independent Sector, the  value of Volunteer Time in 2019 was $ 25.43 per hour. So a volunteer who spends 10 hours with you, has made a contribution of over $ 250 to your nonprofit.

Are you telling your volunteers how much you appreciate their time and effort? Try and do that at as many opportunities as possible. If you can, try to quantify their activity into how much money or time they’ve saved your organization.

For example, “The supporters that you brought to the Annual Walkathon helped us raise an additional $ 5000 this year. This will help us serve another 100 people. Your time and effort helped make this possible!”

Track all volunteer activity

Do you track all volunteer hours diligently? Do you have reports that tell you how many hours a volunteer spent with you this year vs last year? Can you track volunteer retention rates?

Tracking each volunteer interaction gives you a better understanding of the volunteer’s engagement with your organization. And, if you don’t know how the volunteer helped, how can you appropriately thank them?

Tracking all the volunteer hours spent with your organization provide great statistics for grant requests too.

Acknowledge Volunteer Milestones

Volunteer Awards Report

Volunteer Awards Report

Tracking all volunteer hours lets you keep track of specific volunteer milestones. Set up simple acknowledgements or rewards for when volunteers complete specific hour-based or time-based milestones. For example, a volunteer reaches 50 hours this year or completes 3 years of volunteering with you. Reach out to the volunteer. Make a public gesture. Show them that you are aware of their effort and interest in your cause.

Give your volunteers opportunities to share their experiences

Social media share

Social media share

Give your volunteers easy ways for them to share their experience on social media. Use their experience quotes on your website, in a newsletter. Talk to your volunteers about why they do what they do. They can become great ambassadors for your cause. And that may inspire their friends to become donors to your nonprofit.

Ask your Volunteers

Finally, just get down and ask your volunteers for donations. Communication is key, whether it’s with volunteers or donors. According to the Institute for Fundraising, 8 out of 10 people donate after being asked to do so. Don’t assume that your volunteers know your cause and therefore will donate automatically. Maybe they don’t know that your organization needs the money; they may just know that you need volunteers. They may not even know the best or easiest way to donate.

So a simple , straight forward ask may suffice. Perhaps you could set up a way for volunteers to donate a small amount every month. Think of it as a SIP donation plan for volunteers. They could give you $ 10/20/50 every month. That may be easier for some volunteers.

Have you already converted some volunteers to donors? How did you do it? Do share your stories with us.

Automatic Case Time Tracking in Salesforce

Automatic Case Time Tracking in Salesforce

Assume that your Customer Support gets a Case that comes in late Friday evening. It doesn’t get worked on until Monday morning. While your Support Team spends just 10 minutes working on the Case, the Case Age calculation tells you that it took almost 3 days to close! Throws your Case handling metrics completely out of whack, doesn’t it? So how do you find the actual time spent on the Case?

With the Mobile Time Tracker version 1.52, we’ve introduced a new Lightning Component to automatically track time. You can select the Objects that you want to automatically track time for. Your Salesforce Administrator can set up the Lightning Component for any/all objects that you want automatic time tracking for. In this specific case, your administrator sets up and activates the Track Time component for Cases.

The Track Time Lightning Component

Case Console with automatic timer 

 

 

Automatic Time Tracker component

Now, every time an agent opens the Case View page for a specific Case, the timer automatically tracks time spent viewing the Case. If the agent closes the view page or navigates away to a different page, we automatically update a Time Detail log. Let’s say your agent navigates to a specific Case multiple times, then we create a Time Detail log each time. Assume different agents access the same Case, then each agents’ time is tracked against that Case. And your agents do not need to click on a timer or do anything special. All she does is View the Case that she’s working on. Finally, a simple Salesforce report gives you a summary of all the time that has been spent by one or more agents on that Case.

Increased visibility

Your Case metrics are no longer skewed by night times, weekends, or holidays. You get a clear insight into actual time spent by agents on

Time Detail Case Report 

 

 

Case Time Report

Cases. You no longer need to guess why some Cases take longer than others. The data and statistics are clear and compelling.

Accountability

Your staffing decisions, reports, stats to leadership, and service bills to customers all have solid data to back them up. Respond to questions about time spent with confidence.

Native Salesforce component

The Track Time component integrates seamlessly into your Salesforce Lightning environment. All-time tracking data is safely stored in Salesforce. That makes integration with billing and payroll systems simple and effective. And with Salesforce, it’s easy to create any additional reports you need.

More uses of the Track Time component

Assume that you set up the Track Time component on your Salesforce Accounts object. Law firms can easily use the Track Time component to track time that lawyers and paralegals spend on specific customer accounts. Now you can manage billable time with minimal effort.

Set up the component on Opportunities or Leads.  You get a complete insight into how much time your Salespeople are spending on each Opportunity.

Set up the component on Projects. Now you have a view of the time your operations team spends on Projects.

The possibilities are endless with automatic time tracking.

 Photo by Alex Kotliarskyi on Unsplash  

 

The Power of the Hub!

The Power of the Hub!

It was a cold and stormy night…. Nope, not the start of yet another horror story. In fact this story is the exact opposite. At 2 AM on a chilly Bangalore night, there I was typing responses into an online spreadsheet. And feeling pretty good about it. But let me start at the beginning…..

In the summer earlier this year, TJ Warfield put up a wish-list for an Event check-in tool for nonprofits on the Power of Us Hub (The Hub, as it is sometimes called, is an online community for Salesforce.org customers, certified partners and staff). Caroline Renard, who knew of our work in the mobile app space for nonprofits, brought us into the conversation. Over a lively discussion on the Hub involving multiple people, a detailed list of functionality came up. Looking at that list, it seemed to us as something we could deliver, given that we had so much of the Salesforce and mobile infrastructure already. So we took it upon ourselves to deliver an Event add-on to our V4S Kiosk product over the next couple of months. That started a hectic round of design, development and testing internally, running into September.

Come the end of September and it was Dreamforce time. And time for virtual conversations to become real. At the Amplify breakfast, I met  with TJ and Caroline and spoke about what we had done with the wish list for Events. It was truly exciting for all of us to see how a conversation in the Hub had turned into something concrete.

Back home after Dreamforce in mid-October, we connected across the world, our team in Bangalore with TJ in San Francisco and Caroline in Seattle. And we were back in the virtual world to review the Events add-on. TJ was very happy with what we showed and graciously offered to demo and test the add-on at the Salesforce.org Open Source Community Sprint, held in Portland, OR  (#SFDOsprint) in end-Oct.

We were of course thrilled with the idea, but we were also very aware of the many things that could go wrong. TJ had seen the app near-complete, but the last 10% takes 50% of project time, right? Our team in Bangalore worked pretty much round-the-clock to put together a demo org for the Sprinters to use. We made sure there was a reasonable amount of data, a clear set of instructions and other resources for the Sprinters and a shared Google spreadsheet to collect suggestions and feedback.

The Salesforce.org Community Sprints are amazing events. Participants discuss everything from best practices to general experience to solution requirements. Working in teams, participants go all the way to produce solutions with documentation, code and data models. And everything produced by the teams goes back into the Community, making the whole ecosystem better for everyone. The Portland Sprint had that same terrific energy and enthusiasm. With 130 people at the event covering the Nonprofit and Higher Education sectors, we had a large number of people trying out the Event add-on.

With our mobile app still in beta on the iTunes Store, we did some pretty hairy

Across the world on a mission for nonprofits

Working for a mission

back-and-forth using the iTunes TestFlight platform to get our friendly Sprinters in Portland on board. It was incredible seeing the Sprinters in Portland, our awake-at-midnight team in Bangalore and the Test flight platform (wherever that is hosted :)) all coming together for a good cause. Watching from across the world as multiple Sprinters installed V4S Kiosk via TestFlight was awe-inspiring, to say the least. And as suggestions and feedback came flying into the Feedback sheet from the Sprinters, it truly felt great to be typing in responses at 2 AM :).

Kudos to all the Sprinters who dedicated their own time to test and review the Events add-on, all for the cause of enriching the product range for Nonprofits. Thanks to these hard-working Sprinters, there’s now a terrific set of feedback and suggestions that we will add into the product. A product that nonprofits can use to raise money, manage volunteers and deliver education. Which goes to prove that “All for One and One for All’ is not just the Three Musketeers slogan but a way of life for a lot of people!

Integrating Salesforce addresses with Google Maps on your mobile phone

Integrating Salesforce addresses with Google Maps on your mobile phone

Have you ever futzed around trying to copy addresses from within Salesforce to Google Maps to figure out where you need to be next? It can be incredibly frustrating.

One of the great things about the Salesforce platform is that there are an infinite number of little features that can make life easier for users. Take for example, a little feature called the Compound Address data type and let’s see how you can use it to make life simpler and easier for your road warriors.

Compound fields group together multiple elements of individual data types, such as numbers or strings, to represent complex data types such as a location or an address. Compound fields are an abstraction that can simplify application code that handles the values, leading to more concise and understandable code. Compound fields are accessible as a single, structured field, or as individual component fields. The values contained within the compound field and the values in the individual fields map to the same underlying data in Salesforce.

Standard addresses – addresses built into standard Salesforce objects – are accessible in SOAP and REST APIs as an Address, a structured compound field that combines several address fields. Using API 30.0 and later, you can directly access the Address data type using both SOAP and REST APIs. Geolocation fields are also accessible as Location. Location is another compound field that combines latitude and longitude. You can only access these compound fields using the SOAP or REST APIs.  Also, they are read-only. If you want to edit the field values, use the individual field components.

Any record with an address in Salesforce can be displayed on Google Maps. So in terms of Standard objects, that’s Leads, Accounts, Contacts and Users.

Access the Address data type on a mobile app using SOAP or REST APIs.

Salesforce address on Google maps

Displaying address on Google Maps

Integrate that Address with Google Maps and voila! Suddenly your mobile users can use that address to open up directly in Google Maps from inside the mobile app that they are using. No need for copying and pasting addresses from Salesforce to Google Maps. Your road warriors more productive now. And much safer, without having to juggle between multiple applications on their mobile phones!

That’s exactly what we’ve done in the dftly Time Tracker mobile app. Field Service technicians can view the address of their next assignment within the Time Tracker app on their mobiles. Clicking on the red location icon, opens up the address on Google Maps or on Apple Maps. It’s really that simple!