1. What makes OM.Net different from other CRM solutions currently on the market? That is, what would you say to our readers is your unique selling point?

The unique selling point of our solution is our OM.Net Web Tools which are web interfaces for members/customers to self service (that is, maintain their profile, join, renew, book on to events, purchase products, maintain CPD, opt in/out, etc.). Our OM.Net Web Tools allow our customers to go out into the market place and select any CMS system they prefer, safe in the knowledge that the OM.Net on-line self service interfaces will plug into it – portable, flexible, simple.

Underpinning the OM.Net Web Tools is an extensive and secure Web Service which enables our clients web developers (with appropriate security keys and certificates) to create their own on-line experiences drawing information from the OM.Net Application and updating the back-office system real-time.

Also our software can be hosted ("the cloud") or installed on-premise, depending on the clients needs, technical skills and resources.

Our software is also Multi-Business. This allows the client to run multiple businesses in one single system and database. For example the client may run three different membership schemes, all with different grades and rates, nominal codes, different start dates and payment methods – all within the same software. So when the user looks at the member's record(s) they can see the different membership schemes/businesses they belong to. The same principle applies to the Events and the Products modules. Furthermore, OM.Net is also multi-currency and multi-lingual – including the resulting output documents that are sent to the member.

We also provide the software with many features as standard, unlike other providers in the marketplace who may charge for these separately. Therefore, cost of acquisition is typically lower – plus no-one wants to hear "if only you had bought..." once you have the software in place and start using it!

Our Business USP, we feel, is providing a close working relationship with our customers through a team of long serving and experienced colleagues who are with the project from the start and are there in years to come. This is reflected in our approach to the initial sales process where the principals of the business are heavily involved with the demonstrations and working through the client's ITT to ensure that we take an honest and considered approach when responding to their requirements.

2. What are the key features of your CRM solution?

The Core Module (including):

• Contact Management
• Activity Tracking
• Marketing Analysis
• Mailing List Management
• Batch Entry & Financial Transactions
• Invoicing, Crediting, Receipts, etc.
• Data Import/Export
• On-Line & Batch De-Duplication
• Analysis & Reporting
• Mail/Email/SMS Merge

The Membership Module (including):

• Anything that renews – membership, magazines, annual yearly fees for legal assistance etc
• Fees, Grades
• Add-ons/supplements (SIG groups, optional extras)
• Payment methods & frequency
• Renewal processing
• Lapsing processing
• DD/DDI processing
• Multi-company, Multi-currency, Multi-lingual

The Events Module (including):

• Managing training courses, seminars, workshops, conferences and exhibitions
• Spaces
• Delegates
• Special requests (dietary requirements)
• Multiple bookings / packages
• Member rates / early booking rates / late booking rates
• Multi-company, Multi-currency, Multi-lingual
• Labels, badges, email communications

The Product Sales Module (including):

• Managing sales and inventory of products (or virtual products)
• Delivery options (by size, weight, quantity etc)
• Advertising space option
• Images
• Individual nominal coding
• Delivery notes and process
• Member rates
• Multi-company, Multi-currency, Multi-lingual

Web Tools (including):

• The OM.Net suite of WebTools provides internet interfaces to the major modules of OM.Net so that contacts and members can access this information on-line.

3. How does your solution streamline common membership management processes?

Aside from the easy-to-use renewal processes the system has numerous built in features that assist in streamlining processes:

• Auto bill and pay – allowing the user to both create and pay a new membership if they have received both the request and the payment at the same time
• Ad hoc SagePay – allowing the user to take a "payer-not-present" payment directly from within the software without the need of a PDQ machine.
• DDI (AUDDIS) and DD (ADDACS) processes – full paperless direct debit processing that integrates with the client's chosen BACS-IP supplier. Straight forward step by step processes that allows the business to manage all different DD payment frequencies (for example, annually, monthly 10, monthly 12, 3 year, 3 month trails, etc.)
• En-masse processes – this includes renewal, lapsing and reminders. The renewal process is a great example of this. It allows the user to decide which memberships (down to the grade) are to be renewed and does pre-renewal checks to ensure everything is in place. It then allows the user to renew all records in one go. The same applies to the lapsing process, the DD process and the Nominal Extract routine.
• Adhoc features & functions – using our EasiQuery features members/records can be identified for chasing letters or emails, encouraging members to upgrade their membership, reminding members if they have forgotten to update their records or have missing key information.

4. How does your solution simplify the process of online joining?

There are many ways that our online interface simplifies the joining process, including:

• Step-by-step wizards – the pages allow the user to step through each stage of the joining process to ensure they select the membership they want and is right for them (payment method, grade, etc.)
• Paperless DDI – the ability to create DD Instructions online.
• Online payment processing – through the client's preferred online payment provider (OPP) updating the back-office real-time with successful payments.
• Real-time updates (no rekey) – the online service updates real-time to the back office so once a member joins and pays online the back office is updated at the same time. They are now a fully paid up member – no waiting for refreshes, no waiting for overnight processes. The same is true for all updates online, so when a member updates their email address it is reflected immediately in the back office.
• Auto enrolment emails – the web service and web pages provide email 'alerts' of any new members joining, or members renewing or even if a member changes their details – keeping the back office staff informed of what is happening on the web.

5. Does OM.Net have workflow management?

Indeed it does. The Activities module allows the users to define the "daisy-chain" actions to be taken when particular events occur. For example a request to join the membership may be received via email. This can be added to the system, creating an activity and the activities can be pre-determined to define the next action (send membership pack) and therefore all the user has to do is decide who should manage that activity (the membership department or themselves?). This creates a follow up action that can also be set up via the work flow as pre-defined, so the action of sending the membership pack may require a follow up telephone call. I think people understand this quite well.

Therefore the users (who have permission to) can at anytime go to that work flow and add or remove steps as they wish.

We also utilise:

• Database triggers to assist workflows whereby specific customer actions invoke when data updates, and inserts and deletes occur. This is an incredibly flexible method of ensuring the required actions should trigger when certain events occur (e.g. adding a contact with a certain grade of membership should also add that contact to specific committee group).
• The use of Scheduled jobs allows for specific automated (for example daily) routines to happen. Perhaps if a member hasn't paid their outstanding balance within 60 days the system should mark their record as lapsed automatically?
• Inward and outward email monitoring – the system can be configured to look at incoming emails and on finding specific titles, etc. a process is started. For outgoing emails the software can create activities, the historical actions can be records with the ability to provide 'click-through' features.
• The use of ETL (Extract Translate and Load) processes are also methods we utilise to ensure workflow is followed and again, these can be edited to include and exclude steps accordingly.

6. Is there an integrated finance system, allowing users to manage subscriptions, products, events and activities?

Yes, OM.Net has a built-in simple sales ledger. This means the software manages invoices/proformas, credit notes, rejections, refund notices, BACS payments etc. all against each contact and/or organisation record. Cash/Pro-forma Accounting and Invoice Accounting principals are catered for in the system and can be mixed in the system depending on the Business Zone (that is, Membership Scheme, Events, Product Sales, etc.).

OM.Net also provides standard financial reports and queries such as aged debt reports, reminders, documents (invoices, renewal notices, credit notes, etc.), outstanding balances reports, income analysis, reconciliation reports, etc.

Also built-in to the core OM.Net system is a Nominal Ledger extract process that clients run on a regular basis (e.g. once a month) to provide an update to their preferred accounts system. Sage Line 50 is very popular, as are line 100 and 200. We also work with Iris Exchequer, Dynamics, MYOB and Pegasus to name a few. If your accounts solution has a Nominal Ledger Import feature, then we should be able to integrate with it.

7. What level of customisation and configuration is available with your solution?

(Depending on security permissions of course!)

• Field labels – almost every label on the system can be re-labelled by the customer to match their own terminology.
• Drop down/pull down lists – the client can maintain the items listed in the drop downs via the validation screens.
• Control over switching on modules – different groups and /or individuals can have access to different areas of the software. This is all controlled via the security module. The client can decide who has access to which modules (membership, events, etc.).
• Document layouts – the client can use the built in document designer to maintain their layouts.
• Reports – using Easiquery, users can decide on the fields to be output or the criteria to select the data by (step by step process), or by using SSRS Report Builder they can create their own management reports.
• Security – the customer can control the security on the system from object level (that is, per screen) right down to field level (so perhaps you don't want anyone to see the telephone numbers).

8. Can OM.Net integrate with other existing line-of-business software, like Outlook?

Yes it can.

• All the usual Microsoft Office programs: Outlook – email logging (incoming emails into OM.Net), calendar integration (linking up with the activities feature) and even the synchronisation of outlook contact books. Word – word merge, output to printer, PDF, email. Excel – output to CSV, Excel, tab delimited files to allow further analysis of specific data sets
• SMS gateways – to allow the sending of SMS messages
• SMTP relays
• Survey tools – such as Survey Monkey
• Sage/Dynamics/Exchequer – Accountancy software
• Addressing software – such as Postcode Anywhere
• Telephony Integration – CTI with screen popping, etc.
• Bank validation – Online bank validation feature
• CMS – we can integrate with virtually any industry standard platform CMS system

9. What level of integration can be achieved with the web when interacting with members and donors?

Our templated OM.Net Web Tools and secure Web Service provide a full self service experience for the online member including:

• Secure login with checks for active membership if required
• Individual members can maintain their contact details e.g.
  • address(es), telephone number(s), email, mobile number,
  • Twitter address
  • Facebook URL
• CPD Profile – individuals can review and update their CPD information.
• Organisation members to maintain their correspondence details and contacts at the organisation
• Mailing List Management – opt in / opt out of communication channels, interest areas, e-newsletters, etc.
• Media Management – ability for individuals and organisation to upload and catalogue documents, spreadsheets, presentations, videos, images, etc.
• Join as a member
• Renew as a member
• Book onto an event/training courses
• Purchase publications and products
• Maintain Web Directory – empowers the member to maintain what information is shown following an on-line directory search, including preferred contact information, notes and biography, images, videos, products and services offered.
• Search Web Directory - to enable searches based on data stored in OM.Net (for example, products and services offered, specialisms, etc.). The on-line directory can be made available to the public or in a 'members only' area.

All on-line transactions integrate with the clients preferred on-line payment provider (for example, SagePay, WorldPay, Secure Trading, etc.).

All of this is provided in real-time (using a full OM.Net SOAP compliant web service) and as the OM.Net Web Tools are modular, our clients can have just those features that they want to start with and build up to improve member access and to add value to their services. This member empowerment helps with retention as members appreciate being in control and having mechanisms for enhanced participation. It lends competitive advantage and increases back office efficiency by reducing workload, thus increasing revenue.

10. What options are there within your solution for document management?

The Activities feature allows for document management with workflow features. Also the Media Management and Web Directory features are available on-line for members to attach (and upload) documents to their records.

11. Do you have a data migration tool available for clients who want to move from their current CRM system?

Yes, after so many years' experience in the sector, we are sure you can imagine we have a wide range of tools we utilise. These processes are proven using the most appropriate software to manage the project, including SQL SSIS, Access and ETL software.

We have migrated clients from all sorts of platforms, including Access, Excel, SQL, Oracle, Pick, UniData, DS3 and DB3 to name but a few!

12. Are there options for case management?

Yes. Case Management is a standard feature of the core OM.Net application. Cases consist of case folders with related Topics, Sub-Topics and Types. Cases can be managed by Teams/Groups and/or individuals within those Teams/Groups.

The case folder contains a series of "daisy-chain" actions and activities including document, email and other media item attachments.

The Case Management feature is fully secure ensuring that only certain users or teams are allowed access, view, maintain privileges depending on the Case Topic, sub-topic and action type.

Team leaders can manage cases for their colleagues, monitoring workload and assigning/re-assigning cases for action.

13. How long does a typical OM.Net implementation take?

A very good question. It all really depends on what needs doing. If there is little or no data migration the process can be extremely quick. However, those projects are few and far between, as all clients usually have some form of data to migrate.

It is usually the data migration that has the greatest focus in the initial stages of an implementation and takes up the most elapsed time (the adage of 'Data migration is a project within a project' still bears true). This is only to be expected really, as the data is so important to an organisation and is the key to a good system ('garbage in, garbage out', as the saying goes!).

However, whilst data mapping and migration is taking place, the rest of the project team do busy themselves with reviewing reporting requirements, output documents, training plans, etc.

Therefore we have to assess each project on a client by client basis. We provide project plans per client to ensure that all aspects of the project are included to give a realistic and agreeable timeline.

Be assured, we measure our implementation project plans in units of days and weeks, not months and years.

14. What is the primary customer base for OM.Net?

The primary customer base for OM.Net is the Not-for-Profit sector, in particular membership-orientated organisations (e.g. Associations, Institutes, Societies, Unions, Sports, Federations).

The majority of clients have the core CRM, Membership/Subscription and Events modules as part of the initial implementation.

In addition, we do have a number of clients in the private sector that use OM.Net purely as a CRM system.

As OM.Net is owned, authored, developed and supported by 3Si in the UK, we are able to add additional customer specific features when required. Most clients are usually looking for a CRM system with a Membership and/or Events module, but may also be looking for something above this, a special module or feature to manage something they only do. We are able to meet these requirements and provide specific customer features that sit within the standard software.

This is very important, as it allows the customer to upgrade in the future and have the benefit of all the latest features without having to redevelop everything which is usually the case when organisations seek a bespoke solution.

15. Hart Square works solely in the NFP sector, so what is your experience in this sector of the market?

Over 90% of our clients are from the NFP Sector, it is a sector we have been working in since 1993 (so in excess of 19 years) which makes it our primary focus. We have a vast amount of experience of how the sector works, the needs of organisations in the sector and the acquisition processes our clients (both current and potential) have to typically go through (decision by committee is a common feature of this sector). We recognise how important a system acquisition decision is for NFP organisations. They are acutely aware it is their members' money they are spending so they are looking for the best value on their investment.

16. Can you provide us with any references in the NFP sector?

National Farmers Union (NFU)
Trading Standards Association (TSI)
Aerospace Defence Security Group Association (ADS)
British Pest Control Association (BPCA)
Association of Building Engineers (ABE)
British Gliding Association (BGA)
British Mensa
National Farmers Union of Scotland (NFUS)

To name but a few. As you can see just from the above clients, although they are all within the NFP sector, they come from all different areas of the sector - sport, unions, services, etc.

We actively encourage potential clients to speak to our current customers. We usually try and find a couple of clients where the fit is good with the new client in terms of number of users, areas of the system they are going to use and overall plan so that they can ask someone who has been there and done it to gain valuable advice and insight.

If you would like more information on this CRM solution or any other CRM solution available to the NFP sector, contact us at info@hartsquare.co.uk