Manage Campaign Responses

Learning Objectives

After completing this unit, you’ll be able to:

  • Track campaign responses using campaign member records.
  • Describe how fundraising campaigns interact with opportunities.
  • Know where to go to analyze campaigns.

Now that Michael has campaigns set up for the upcoming advocacy training workshops at No More Homelessness (NMH) and added invitees as campaign members, the team is ready to run the first campaign. 

The majority of what happens when you run a campaign takes place outside of Salesforce. Perhaps you plan on sending bulk direct mail using a mail house or, maybe like NMH, you’ll use a third-party app from the AppExchange that integrates with Salesforce and send email to campaign members. No matter the type of campaign, you’re ready to start the fun once your campaigns, campaign member statuses, and campaign members are all set up in Nonprofit Success Pack (NPSP). 

And what happens after you manage the mailing, sending, and announcing for the actual campaign? Why, you can log back in to Salesforce (right away, if you want) for the magic of tracking campaign responses. 

Track Campaign Responses

Responses start coming in almost immediately after Michael sends the invitation email for the first advocacy training workshop at NMH. He needs to keep track of all of these responses before more come in, so he wants to make sure that the status for each campaign member is accurate and matches their RSVP. Right now, all campaign members have the status Sent, meaning NMH knows that everyone has been sent the invitation, but the situation has changed already! 

To update a campaign member’s status:

  1. From the navigation bar, click Campaigns and find the campaign you want to edit. Michael is working with the June 2019 - Advocacy Training Day campaign.
  2. Click Related.
  3. In the Campaign Member section, click View All.
  4. Find a campaign member whose status you need to update. Click the checkbox to select. You can select one or multiple campaign members. 
  5. Click Update Status.

    The Update Status button in Campaign Members list view.

  6. Select a Member Status.
  7. Click Save.

The Update Member Status window with a Member Status of RSVP Yes selected.

And like that, Michael updates the status from Sent to RSVP Yes for the campaign members that already responded and said they could attend. Gorav, NMH’s awesome Salesforce admin, even created a custom roll-up summary field so that Michael’s team can see at a glance the total number of people planning on attending.

Total RSVPs and Responses in Campaign roll-up fields on the Campaign record.

More Ways Than One

Although Michael updated the campaign member status manually in NPSP, there are other ways to do it. The Salesforce admin at your organization can configure NPSP or use a third-party vendor (including a payment processor) that can automatically create or update a contact, campaign, or opportunity record when someone makes a donation or registers for an event online. Check with your Salesforce admin to see if this option works for your organization.

If you have a lot of campaign members to update at the same time, you can also use a tool such as Data Loader for bulk data import and updates. You could, for example, export campaign member records, change their status in a spreadsheet, and upload the records with new statuses. Check out the link in the Resources section for more information.

There’s almost always more than one way to do anything in Salesforce, including updating campaign member statuses. Your preferred method will likely change depending on the number of members you need to update or other tools or apps you’re using. 

Campaigns for Fundraising

Sophia, on the NMH development team, heard about the fast and positive responses Michael is getting to the email campaign for the upcoming training event. She’s always working on a new appeal and managing the responses is often a headache. Maybe Sophia could use campaigns in NPSP for managing her next mailing? Of course, she can! And so can you. 

For many nonprofits, the development team might get the most use out of campaigns in NPSP. Everything that Michael did for an event—establish a naming convention, create a campaign hierarchy, set up individual campaigns, assign campaign members from contacts and leads, and then track their responses—can be done for all fundraising appeals.

And there are some bonuses if you’re using campaigns for solicitations. The opportunity object in NPSP tracks donations, and it’s connected to the campaign object. This means that you can track money given in response to a specific campaign, and roll up the totals to see overall success. NPSP can even be set up to automatically update campaign member statuses based on any donations they make. For more information on using campaigns for fundraising, visit the additional resources linked below.

Analyzing Campaign Data

After setting up a campaign hierarchy, campaigns, campaign members, campaign member statuses, and doing all the work of running a campaign in the real world, you can take a break (and a breath!) before you come back to Salesforce and NPSP. But when you’re well rested, your next step is to analyze your campaign data with reports and dashboards. 

Salesforce reports let you compare, evaluate, and categorize data so you and your team can make more informed decisions. You can track response rates, analyze which campaigns were most effective in soliciting donations or sign-ups for an event, and report on the ROI of your campaigns. Once you set up a report or two (or more), you can add them together into a dashboard, giving team members (with the right access) a visual way to keep an eye on more than one report at a time. And on that note of you’ve heard us say before, Salesforce is highly customizable. You can control who sees your reports and dashboards based on the permissions you have.

We’re barely dipping a toe in the proverbial reporting waters right now, so if you’re ready to dive in, check out the links below for resources that will help you learn more about reports and dashboards. Whether you’re analyzing grants or cases, using reports and dashboards is a near universal function in Salesforce, but there is a special consideration when analyzing campaigns. 

To help you set up and get the information you need quickly, Salesforce has something called report types, which simplify the task of deciding what data you need. A report type is like a template that determines which fields and records are available for a report. Not all the data you might need to understand your campaigns will be in every report type. For example, the Campaigns report type gives you options just for reporting on campaigns, but the Campaigns with Campaign Members report type lets you report on all the fields in the campaigns object plus any fields from campaign member records that are related to the campaigns you’re reporting on. 

The No More Homelessness team works together to set up and launch campaigns.

As you learn more about reports and dashboards (and we definitely recommend doing so), keep your eye on the report type when it comes to evaluating your campaigns. Now that you know how to set up and manage your campaigns using NPSP, learning how to evaluate your engagement efforts will make you a lean, mean marketing machine. Or a well-informed, skilled, caring, nonprofit outreach professional. You pick.