Jeff Hendy
description
Transcript of Jeff Hendy
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Jeff HendyUTAC Member
SCORE VolunteerSacramento SCORE
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Chapters Used for InputAtlantaDetroitHoustonNew YorkOrange CountySeattle
AshevilleAustinFort LauderdaleKansas CitySacramentoTucson
AndersonLittle RockOklahoma CityPasco-HernandezSanta Cruz
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2012 SCORE
Leadership Conference
Jim Gephart, Vice President of Technology, SCORE National
Review of the Technology Strategy for the SCORE Association
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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
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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
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Flexible SCORE Systems
We have the capacity to consider, evaluate, and make changes within our systems and
websites as deemed necessary.
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Flexible SCORE Systems
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Moving ForwardWorking 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
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Moving Forward
Implementation of email mentoring on new SugarCRM system is the first priority; doing extensive testing with volunteers to ensure day-to-day usability
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Lets Take a Look….
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Email mentoring (inbox) area in SugarCRM
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Email mentoring (inbox) area in SugarCRM
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Email mentoring Clients Screen in SugarCRM
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Email mentoring - mentoring requests Screen in SugarCRM
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Email mentoring - profile update screen in SugarCRM
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Moving Forward
Improvements to Volunteer Center to better facilitate learning, communication and usage through better menu structure, navigation, and search capabilities.
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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)
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Moving Forward
Better communication using support.score.org site
Enhanced support staff quality through staff changes, the implementation of IT Best Practices (ITIL), using service-level agreements (SLAs) to manage customer needs
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Your Support TeamAmanda 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
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Moving Forward: Timeline
Feb Mar Apr May Jun Jul
Email Mentoringscreen design
using PHP/SugarCRM
Use ETL toolto sync WebIT with SugarCRM
Testing then launch Avectra replacement
using SugarCRM
Screen development for volunteer data
(Avectra)
Screen design of Volunteer Center
using PHP/SugarCRM
Testing then launch Beta
Volunteer Center
Amazon hosting
setup
Test Email Mentoring
screens
Screen design of Face 2 Face for
CRM
Deploy Email Mentoring
Aug Sept Oct
Testing then launch new hosting on
Amazon
BI Reporting tool
implement
Stop using Salesforce
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Important Milestones*
August 2012: Email Mentoring Training BeginsSeptember 2012: Email Mentoring ImplementedApril – December 2012: CRM Testing (face to face)
(not including scheduling)January 2013: CRM Conversion BeginsJuly 2013: CRM Conversion Complete (WebIT off)
*all deadlines are estimates and may not be met if the systems are not meeting your needs
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Questions?