Hub and Spokes - Member Service Centralization with MemberSuite
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Transcript of 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
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• IT Strategic Approach• The Member Experience• Custom Development• Creative Module Use• Pains Eliminated• Benefits Realized• What’s Next?
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Agenda
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IT Strategic Approach
Connection
Comm
itment
TRANSACTIONAL STRATEGIC
HIGH
LOW
ACTIVE MEMBER CONNECTED MEMBER PARTNER
I belong
I learn
I applyI engage I advocate
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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
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Then & NowDivergent and Disconnected
IT Systems
AMS
FMS
CMS
WEB
LMS
LibMS
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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
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The Member Experience
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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
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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
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Questions!We know you have them.
ACUHO-I Shaun Holloway Josh Slaven Laura VanTress
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