Student Success: Yale Constituent Engagement—Events App
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Student Success: Yale Constituent Engagement—Events App

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Hear about the robust, custom event registration and logistics app built on Force.com that supports one of Yale’s largest alumni engagement events. Learn how the Force.com app helped: increase ...

Hear about the robust, custom event registration and logistics app built on Force.com that supports one of Yale’s largest alumni engagement events. Learn how the Force.com app helped: increase collaboration among event planners and staff, simplify the registration experience while reducing customer service follow up, and keep alumni engaged via mobile content. Lessons learned will be shared that are already informing other event planning needs on campus.

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Student Success: Yale Constituent Engagement—Events App Presentation Transcript

  • 1. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Tuesday, June 25, 2013 Wayne State University Detroit, MI Higher Education Summit
  • 2. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. ColleenWhelan Yale University, ITS colleen.whelan@yale.edu Yale College Reunions Events App
  • 3. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Yale University Fun Facts —  Yale University Student Population (2012): 11,906 —  Yale College Student Population (2012): 5,379 —  Yale University LivingAlumni Population: ~160,000 —  Yale College LivingAlumni Population: ~65,000 —  Yale University Mascot:“Handsome Dan”
  • 4. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. 2013 Yale College Reunions Fun Facts —  2Weekends (May 23 – 26 and May 30 – June 2) —  13Yale College Classes (1948 – 2008) —  Over 7,000 attendees (new record) —  386 discreet activities —  299 “Camp Bulldog” campers —  1 “Family Festival” —  110 student workers (aka “Clerks”) —  8Yale College Reunions staff
  • 5. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Custom Force.com App Decision Inputs —  Aging legacy systems (SQL/ASP and MySQL/PHP) —  Duplicate entry —  Limited validation capabilities —  High dependence on IT resources for low complexity tasks —  Time consuming and complex cycle setup —  New alumni records system did not meet robust event management requirements —  Brief “proof-of-technology” project to prove fitness for registration process (vendor =Yellow Brick Systems)
  • 6. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Design/Development Process —  IterativeApproach —  Detailed Requirements >>Thematic Requirements —  HighTime Commitment = High Satisfaction —  Learning during design/development —  Just-In-TimeTraining —  Training = SetupActivities and practical tasks
  • 7. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Increased Collaboration Process Chatter —  Inclusive – key players at all levels were involved —  Both sides [functional and IT] were willing to understand each other —  You learned our lingo —  You helped us understand what the tool was capable of —  You knew the right questions to ask us… we could tell you looked at the old systems —  Discovered when processes and practices needed review/ amendment —  Used Chatter as part of the design/ development process —  PostedAgendas and “Homework” assignments —  Primary support mechanism - @mention & #help —  Crowd-sourced answers and ways to do things
  • 8. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Top 10 Differences 1.  2 Separate and aging “systems” – SQL/ ASP & MySQL/PHP 2.  Duplicate data entry in multiple systems 3.  Static content and selections available 4.  Limited validation capabilities 5.  High dependence on technical resources for full spectrum of changes 6.  Complex setup – Sr. Director shouldered all setup tasks 7.  High volume customer service effort due to lack of conditional content and validation 8.  All “canned” reports, no ad hoc 9.  Individual E-mail notifications sent to daycare provider 10.  Support requests via E-mail/phone 1.  1 Force.com app for event registrations & event logistics 2.  Elimination of duplicate entry 3.  Conditional content and selections based on data already captured 4.  Numerous validation options 5.  Dependence on technical resources for complex changes only 6.  Streamlined setup – Sr. Director + 4 Assistant Directors 7.  Significantly reduced customer service follow up volume 8.  “Canned” as well as ad hoc reports 9.  Periodic reports sent to daycare provider 10.  Support requests via Chatter NowThen
  • 9. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Now that’s Custom… —  4 Force.com Sites —  Registration page (including PayPal integration) —  Drupal integration —  Mobile – JQuery Mobile OptimizedWeb site —  Confirmations processing —  114APEX Classes —  77VisualForce Pages —  57 Custom Objects —  Single Sign On (CAS)
  • 10. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Features Sample – Events/Activities —  Support multi-level Events —  Associate anActivity with multiple Events —  “Clone” Events/Activities —  Indicate whichActivities should be displayed on Registration page to require RSVP and/or preference (e.g., dinner entrée) —  Published and Unpublished Events/Activities status —  Track associated contacts, staff, speakers —  Feed Published Events/Activities to Drupal site (XML)
  • 11. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Screenshot– Activities List
  • 12. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Features Sample – Online Registration —  Multi-page flow showing progress in process —  Display selected sub-events/activities to confirm # and choices —  Support multi-fee structure as well as “a la carte” options —  Apply field validation (e.g., required fields, format) —  Define logic rules to drive display conditional content —  Allow user to indicate contact update toYale’s records —  Auto-generate aWho’s Coming list
  • 13. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Screenshot– Online Registration
  • 14. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Features Sample – Registration Mgmt —  Match/Merge with a Pre-registration record —  Edit/Modify/Cancel existing registration record —  Staff entry of offline (print) registration —  Staff override of select online registration logic —  Custom list of registration types (e.g., Pre-reg, Registered, No Show,Walk-in) —  Edit theWho’s Coming list —  Wait List functionality —  Auto-display ofWait List option once capacity achieved —  Allow staff to manage priority ofWait List
  • 15. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Features Sample – Event Logistics —  Create “Knowledgebase” of on campus building/room details —  Building Contacts —  Room setup options —  Seating capacity —  Keycard access details —  A/V details —  Address information (for Google Maps) —  Notes (e.g., accessibility information) —  Track building/room reservations made offline —  Reservation status —  Room conflicts flag —  Suggest a Room (based on required characteristics) —  Clerks logistics (e.g., hire status, assignment,T-shirt size, etc.) —  Reports
  • 16. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Screenshot– Logistics: Building Detail
  • 17. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Features Sample – Miscellaneous —  Individualized, single use “Promo Codes” —  Personalized discounts (% or fixed $ amount) —  Web pages with customized design to matchAYA Drupal site —  “Message” blocks within online registration pages —  Customizable automatic, E-mail “Receipts” —  Batch Confirmations (paper and E-mail, customizable text) —  Accessible on mobile devices —  Mobile “app” (mobile optimizedWeb site)
  • 18. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. “Unpack Your Adjectives” Process App —  Transparent – we knew what was going on —  Collaborative —  Timely/Responsive —  Enjoyable —  Versatile/Adaptable —  Attentive to Detail – nothing was lost —  Trust – in process and technical team —  Versatile/Adaptable —  Flexible —  Easy to Learn – yet Robust —  Thorough Source: Schoolhouse Rock - DisneyEducation
  • 19. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Key Lessons Learned —  Engage functional and technical resources at all levels —  Time estimates must be accurate;it’s important not to be rushed —  Schedule time well in advance —  Provide agendas with adequate lead time —  Iterative, highly-engaged process helped uncover most “gotchas” well before launch —  COLLABORATION – technical and functional teams must be willing to understand each other —  Technical team needs to understand the “business”and this technical team also had a passion to get it done right —  On-time, iterative delivery builds trust and confidence; high Say/Do —  You explained the capabilities of the platform,which made it possible to have meaningful conversations about process change —  Just-in-time training is more effective than “big bang” —  Training that is designed around practical, real tasks is most effective —  Chatter for support requests worked really well…some of us were skeptical but it saved a lot of time;response time was quicker than anticipated
  • 20. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. What Happens Next? —  Evaluation for use beyondYale College Reunions —  Incremental enhancements
  • 21. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED. Questions?
  • 22. HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.