MEETUP15

Hub and SpokesMember service centralization with MemberSuite

ACUHO-I Shaun Holloway Josh Slaven Laura VanTress

• IT Strategic Approach• The Member Experience• Custom Development• Creative Module Use• Pains Eliminated• Benefits Realized• What’s Next?

MEETUP15

Agenda

IT Strategic Approach

Connection

Comm

itment

TRANSACTIONAL STRATEGIC

HIGH

LOW

ACTIVE MEMBER CONNECTED MEMBER PARTNER

I belong

I learn

I applyI engage I advocate

IT Strategic ApproachOPERATIONAL

STRATEGIESSYSTEMS AND FRAMEWORKS

THE SHIFTOPERATIONAL BENEFITS

Current State Future State

Engage in Collaborative and Innovative Learning Environments

• LMS• CMS• AMS• Conferencing• Social / Mobile• Community

Inflexible, disparate channels and management consoles

Scalable and self-fulfilling

• Create/support new revenue streams• Raise existing revenue streams • Increased member satisfaction• Enhanced reputation and experience

Establish a Robust and Centralized Infrastructure

• Agile Scrum• Project Management• .NET• SSO, Integrations• Windows, AD• xMS, SAAS

Many systems loosely joined or independent

Few centralized systems connected in the enterprise

• Save money on system support • Improved resource management• Increase throughput/production• Provide foundation for growth

Empower Ownership and Outstanding Customer Service

• Training and Skills• Knowledgebase• Self-service• Governance• Process Management• Accessibility

Service provider Service management • Improve system utilization• Enhance productivity and performance• Save money on support time• Increased confidence

Enhance Knowledge Management and Business Intelligence

• xMS• Data visualization• Advanced Reports• Analytics• KPIs• SAAS

Manual, separate databases and reports

Standardized, mostly automated and integrated data and report analytics

• Enhance data integrity and accessibility• Data-driven decision making• Increased value proposition• Raise customer service efficiencies

Then & NowDivergent and Disconnected

IT Systems

AMS

FMS

CMS

WEB

LMS

LibMS

Then & Now

AMS/FMS

CMS/Comm

LMS/ LibMS

Member Service

Ecosystem

IT System Convergence and Interconnectedness

Divergent and Disconnected IT Systems

AMS

FMS

CMS

WEB

LMS

LibMS

The Member Experience

Integration Map

AMS

Community

Library

LMS

CMSWeb Widgets

Custom Apps

Google APIs

IDP

IDP

AMS is the core.

The Identity Service Provider (IDP) behaves like a shell.

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DNN

AMS

CMS

IDP

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Instructure’s Canvas

AMS

LMS

IDP

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Lucidea’s InMagic

AMS

Library

IDP

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Higher Logic

AMS

Community

IDP

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Content Automation

AMS

Web Widgets

IDP

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ACUHO-I Developed

AMS

Custom Apps

IDP

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Google Maps

AMS

Google API

IDP

Integration Map

AMS

Community

Library

LMS

CMSWeb Widgets

Custom Apps

Google APIs

IDP

IDP

AMS is the core.

The database of record to manage the business.

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Custom Development• Enables AMS to adapt to business

needs and member expectations• Encourages centralization• How can we do it in the AMS?

• ACUHO-I has more than 40• Central to data integrations and decision-making

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Creative Module Use• Expanding a module’s purpose

can creatively serve needs• Think about business process and

the intended outcome• Example: Competitions• Applications and external reviewers

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Pains Eliminated• Many manual processes• Wasted time and errors in data

entry• Wondering about which system

should be used• Shadow databases reduced

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Primary Benefits Realized• Member self-service, i.e. integrations• Enhance brand reputation• Consistent user experience

• Enable automated content, i.e. web• Save time and support

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What’s Next?• Data-driven Decisions• Enhanced reporting, validation, and visualization

• Business Intelligence• Integration of data from various systems• Information accessibility and transparency

• Measure Enterprise Engagement• Track volunteer opportunities

Questions!We know you have them.

ACUHO-I Shaun Holloway Josh Slaven Laura VanTress

MEETUP15