hub and spokes - member service centralization with membersuite
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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?
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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