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Jeff Hendy

Jeff Hendy. UTAC Member SCORE Volunteer Sacramento SCORE. Chapters Used for Input. Atlanta Detroit Houston New York Orange County Seattle Asheville Austin Fort Lauderdale Kansas City Sacramento Tucson Anderson Little Rock Oklahoma City Pasco-Hernandez Santa Cruz.

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Jeff Hendy

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  1. Jeff Hendy UTAC Member SCORE Volunteer Sacramento SCORE

  2. Chapters Used for Input • Atlanta • Detroit • Houston • New York • Orange County • Seattle • Asheville • Austin • Fort Lauderdale • Kansas City • Sacramento • Tucson • Anderson • Little Rock • Oklahoma City • Pasco-Hernandez • Santa Cruz

  3. Review of the Technology Strategy for the SCORE Association Jim Gephart, Vice President of Technology, SCORE National

  4. Ensuring Industry Standards • Take time to test new technology • Manage projects from every angle and consider alternatives • Review the long term use and the needs of the chapter regarding day-to-day usability • Communicate effectively and often • Utilize Drupal code (PHP language) to expand future systems

  5. Overall Technology Strategy • Adapt to your chapter and individual needs  • Provide easy access to accurate and up-to-date client information  • Easily report data you find useful  • Support your relationship with your clients 

  6. Flexible SCORE Systems • We have the capacity to consider, evaluate, and make changes within our systems and websites as deemed necessary.

  7. Flexible SCORE Systems

  8. Moving Forward • Working closely with volunteers on the UTAC group to better understand end-user needs for a valuable CRM to include: • Simplicity in every task • Ease of use for volunteers and clients  • Adequate support for volunteers, leaders, and clients  • Build on your existing knowledge and familiarity our volunteers have with systems • More effective and efficient reporting  and metrics tracking

  9. Moving Forward • Implementation of email mentoring on new SugarCRMsystem is the first priority; doing extensive testing with volunteers to ensure day-to-day usability

  10. Lets Take a Look….

  11. Email mentoring (inbox) area in SugarCRM

  12. Email mentoring (inbox) area in SugarCRM

  13. Email mentoring Clients Screen in SugarCRM

  14. Email mentoring - mentoring requests Screen in SugarCRM

  15. Email mentoring - profile update screen in SugarCRM

  16. Moving Forward • Improvements to Volunteer Center to better facilitate learning, communication and usage through better menu structure, navigation, and search capabilities.

  17. Moving Forward • Roll out of the face-to-face mentoring solution will be done at a speed that works for your chapter– integrating only a few chapters at a time. The total rollout to all chapters will occur over a six month period (not overnight)

  18. Moving Forward • Better communication using support.score.orgsite • Enhanced support staff quality through staff changes, the implementation of IT Best Practices (ITIL), using service-level agreements (SLAs) to manage customer needs

  19. Your Support Team • Amanda Capozio – Webmaster • Tony Cook – Manager of Software Support • Michael Gilman – Software Support Analyst • Stephanie Holmes – Software Support Analyst • Sean Kushner – DBA/BI Support • Antonnete Namai - Software Support Analyst

  20. Moving Forward: Timeline Use ETL toolto sync WebIT with SugarCRM Testing then launch new hosting on Amazon BI Reporting tool implement Email Mentoringscreen design using PHP/SugarCRM Deploy Email Mentoring Feb Mar Apr May Jun Jul Aug Sept Oct Screen development for volunteer data (Avectra) Amazon hostingsetup Screen design of Volunteer Center using PHP/SugarCRM Screen design of Face 2 Face for CRM Test Email Mentoring screens Stop using Salesforce Testing then launch Avectra replacement using SugarCRM Testing then launch Beta Volunteer Center

  21. Important Milestones* • August 2012: Email Mentoring Training Begins • September 2012: Email Mentoring Implemented • April – December 2012: CRM Testing (face to face) • (not including scheduling) • January 2013: CRM Conversion Begins • July 2013: CRM Conversion Complete (WebIT off) • *all deadlines are estimates and may not be met if the systems are not meeting your needs

  22. Questions?

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