jeff hendy

Jeff HendyUTAC Member

SCORE VolunteerSacramento SCORE

Chapters Used for InputAtlantaDetroitHoustonNew YorkOrange CountySeattle

AshevilleAustinFort LauderdaleKansas CitySacramentoTucson

AndersonLittle RockOklahoma CityPasco-HernandezSanta Cruz

2012 SCORE

Leadership Conference

Jim Gephart, Vice President of Technology, SCORE National

Review of the Technology Strategy for the SCORE Association

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

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 

Flexible SCORE Systems

We have the capacity to consider, evaluate, and make changes within our systems and

websites as deemed necessary.

Flexible SCORE Systems

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

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

Lets Take a Look….

Email mentoring (inbox) area in SugarCRM

Email mentoring (inbox) area in SugarCRM

Email mentoring Clients Screen in SugarCRM

Email mentoring - mentoring requests Screen in SugarCRM

Email mentoring - profile update screen in SugarCRM

Moving Forward

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

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)

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

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

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

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

Questions?