How To Run Contributor Care for the 5th Largest Website in the World with Two

Paid Staff

Solving Biz Problems With SugarExchange

Philippe Beaudette

Director, Community AdvocacyWikimedia Foundation, Inc.

@philippewiki http://www.wikimediafoundation.org

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Level setting; about Wikimedia Foundation

Very small non-profit with a huge mission

Imagine a world in which every single human being has access to the sum of

human knowledge in their own language. That’s our commitment.

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Level setting; about Wikimedia Foundation

Our flagship site, Wikipedia

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Wikipedia around the world

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Level setting; about Wikimedia Foundation

Annual revenue of $32 million, up 400% in 4 years

More than one million individual donors this year, with an average gift of around $20.

No government funding. Limited foundation support.

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Level setting; about Wikimedia Foundation

Fifth most popular web property in the world Almost 500,000,000 unique visitors per month

If we were a country with that population… we’d be the third most populous country in the world.

Nearly 100,000 active volunteer content contributors

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Level setting; about Wikimedia Foundation

And just to make things more confusing,

… we do it in 280 languages.

End result?Nearly 700 websites.

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Level setting; about Wikimedia Foundation

And how big is the staff?

Total WMF employees and contractors: about 100

More than half work in engineeringA small number work in fundraising

On the ground teams support India and BrazilA few support legal and business functions

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Level setting; about Wikimedia Foundation

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Total “community support” staff:

2

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When the world is your customer…

“CRM” takes on a new meaning.

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A week in the life Assassination threat against a head of state Suicide threats Discussion of photo credits for a book

published by ... wait for it.... someone else. Challenges about the article on daytime

running lamps and the standard safety color A banned user causing trouble for a staff

member of a local affiliate organization Genericized trademarks Biography subjects Subpoena compliance Trade secrets SOPA

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What needs?

Donor management Community management Technical bug tracking Technical community

management External customers Legal caseload Subpoena compliance

…and on and on.

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Complex needs require complex solutions

SugarCRM for donor relationships, community management, case management, contact tracking, external customers, legal caseload.

Bugzilla for technical management CiviCRM for large scale backend database of

contributions (nearly 2 million of them) RT for internal help desk requests (I know, I’m working

on it….) A complex network of home-grown tools

It turns out… very few people build software to scale to our level.

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Our caseload

Managing this caseload wouldn’t be possible without agile and flexible tools.

But we have an obligation. Because Wikipedia is all grown up now, and people depend on us.

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Why SugarCRM? Like many people, I didn’t set out to use

Sugar…

I used to work for Siebel Systems (now Oracle) and Genesys Telecommunications Labs (now Alcatel).We have a commitment to open source software.I initially investigated Salesforce and CiviCRM – but I knew there had to be a better interface than Civi, and Salesforce is proprietary.We have limited engineering resources so we need something that I – the least technical person in the company – could administer.

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Our former CTO, Danese Cooper, suggested Sugar. And she was right.

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Why SugarCRM?

It was important to me that customization be easy, and that I be able to do it. I can’t wait around for engineering resources.

It was important that we can do many things “out of the box” – there’s no time for custom building or complex workflow rules. When things come at us, they come fast.

It was important that the UI be dead-simple – because I don’t have time to train people.

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What modules?

Original Module Our Module

Contacts Contacts (why mess with the basics?)

Accounts Organizations

Cases Community Cases

Documents Documents

Leads Major donor prospects

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