The One Thing I Have to Share:Challenges of Implementing ERP, CRM & Portal

Anup Khosla

Financial Adviser, HelpAge India (India)

Anup KhoslaTech4Good Summit

Challenges of

Implementing an

ERP, CRM and

Portal

Anup Khosla Tech4Good Summit

About us

HelpAge India is a national

level charity with the Mission:

“To work for the cause and

care of disadvantaged older persons

and to improve their quality of life”.

� Offices across the Country.

� Strength of around 800 employees / Volunteers and Consultants.

Around 100 of them are fundraisers.

Stakeholders - Donors, Partners ,Volunteers, Employees and Board members.

Anup Khosla Tech4Good Summit

Why was the implementation required• Improved Transparency

• Future Proofing

• Lack of integrated MIS

– Geographically dispersed locations

– No centralized database

– Standalone legacy / package systems

• Tracking Potential Supporters – Web / Walk-in / Projects /

Telephones

• Limited Institutional Memory

• Donor Servicing

– Missing 360 Degree View of Donors

Challenges faced

• Requirement Gathering

– Confused / unclear processes

• Implementing Partner’s lack of understanding of

Voluntary Sector

• Change management – the biggest and continuing

challenge

• Budget

• Non IT Savvy Users

• Training large number of users across the Country

Anup Khosla Tech4Good Summit

Anup Khosla Tech4Good Summit

Impact

• IT Savvy Users – well almost!

• Improved effectiveness

– Progress reports submitted online

– Operational MIS becoming available in real time

– Faster Employee travel approvals and reimbursements ☺☺☺☺

– Centralized purchasing with complete transparency enabled

• Better Communication

• Improved Operational Controls

• Reduced Complexity and potentially Cost

• Information for all and increased Transparency

• Improved Donor Interface and Servicing

– Donor Page

Microsoft Support Enables

• Significant saving in setting up infrastructure

– Microsoft Exchange, Windows Servers, SQL

Servers etc.

– Microsoft SharePoint enables Intranet

– Microsoft Lync just introduced and expected

to:

• Improve internal communications

• Save on travel costs

• Effective servicing of internal customers

Anup Khosla Tech4Good Summit

Impact of Microsoft’s Support

• Beneficiary records and data captured in database– Disease pattern gives potentially rich data for

research to improve health care for senior citizens.

• Volunteers information captured which in turn helps the beneficiary

• Basic IT trainings to beneficiaries

• Online registration and proposal submission for beneficiary program

Anup Khosla Tech4Good Summit

Anup Khosla Tech4Good Summit

Thank You

www.helpageindia.org

http://www.helpageindiaprogramme.org

http://www.hisave.org/home.aspx