1. The One Thing I Have to Share:
Challenges of Implementing ERP, CRM & Portal
Anup Khosla
Financial Adviser, HelpAge India (India)

2. Challenges of
Implementing an
ERP, CRM and
Portal
Anup Khosla
Tech4Good Summit

3. 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

4. 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
Anup Khosla
Tech4Good Summit

5. 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

6. 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
Anup Khosla
Tech4Good Summit

7. 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

8. 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

9. Thank You
www.helpageindia.org
http://www.helpageindiaprogramme.org
http://www.hisave.org/home.aspx
Anup Khosla
Tech4Good Summit