In advancement services, gift and records management is at the heart of everything we do. When we are efficient and accurate, the donor continuum runs smoothly. A single mistake can severely damage our team’s reputation. We are human, we make mistakes, and we do not want to be unfairly judged! We also want to limit errors and delays as much as possible. Using a case study from the Gift Services team at the University of Wisconsin Foundation, we’ll examine how SLAs and metrics can be developed to tell the Real Story of the value our teams bring to our organizations. You'll learn how to separate the “nice-to-know” numbers from the ones that give you the insights you need to improve your processes and make smarter decisions.