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Solving Biz Problems with SugarExchange: Session 9: How to Run Contributor Care for the 5th Largest Website in the World with Two Paid Staff
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Solving Biz Problems with SugarExchange: Session 9: How to Run Contributor Care for the 5th Largest Website in the World with Two Paid Staff

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With more than 480 million unique visitors per month, you'd think Wikipedia’s customer service challenges would be huge. And they are. But Wikipedia uses only two paid staff to address these challenges head-on. We'll discuss the realities of implementation in this type of environment, with practical tips for structuring your Sugar installation.

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  • If Wikipedia were a country, based on its readership, it would be the 3rd largest country in the world.
  • Transcript

    • 1. Solving Biz Problems With SugarExchangeHow To Run Contributor Care for the 5th Largest Website in the World with Two Paid Staff
    • 2. Philippe Beaudette Director, Community Advocacy Wikimedia Foundation, Inc.@philippewiki http://www.wikimediafoundation.org 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 2
    • 3. Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 3
    • 4. Level setting; about Wikimedia Foundation Very small non-profit with a huge missionTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 4
    • 5. Level setting; about Wikimedia Foundation Our flagship site, WikipediaTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 5
    • 6. Wikipedia around the worldTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 6
    • 7. Level setting; about Wikimedia Foundation Annual revenue of $32 million, up 400% in 4 years More than one million individual donors this year, with an average gift of around $20. No government funding. Limited foundation support.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 7
    • 8. Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 8
    • 9. Level setting; about Wikimedia Foundation Fifth most popular web property in the world Almost 500,000,000 unique visitors per month If we were a country with that population… we’d be the third most populous country in the world. Nearly 100,000 active volunteer content contributorsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 9
    • 10. Level setting; about Wikimedia FoundationAnd just to make things more confusing, … we do it in 280 languages. End result? Nearly 700 websites.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 10
    • 11. Level setting; about Wikimedia Foundation And how big is the staff? Total WMF employees and contractors: about 100 More than half work in engineering A small number work in fundraising On the ground teams support India and Brazil A few support legal and business functionsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 11
    • 12. Level setting; about Wikimedia Foundation Total “community support” staff: 2Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 12
    • 13. Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 13
    • 14. When the world is your customer… “CRM” takes on a new meaning.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 14
    • 15. A week in the life Assassination threat against a head of state Suicide threats Discussion of photo credits for a book published by ... wait for it.... someone else. Challenges about the article on daytime running lamps and the standard safety color A banned user causing trouble for a staff member of a local affiliate organization Genericized trademarks Biography subjects Subpoena compliance Trade secrets SOPATweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 15
    • 16. What needs?  Donor management  Community management  Technical bug tracking  Technical community management  External customers  Legal caseload  Subpoena compliance …and on and on.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 16
    • 17. Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 17
    • 18. Complex needs require complex solutions SugarCRM for donor relationships, community management, case management, contact tracking, external customers, legal caseload. Bugzilla for technical management CiviCRM for large scale backend database of contributions (nearly 2 million of them) RT for internal help desk requests (I know, I’m working on it….) A complex network of home-grown tools It turns out… very few people build software to scale to our level.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 18
    • 19. Our caseload Managing this caseload wouldn’t be possible without agile and flexible tools. But we have an obligation. Because Wikipedia is all grown up now, and people depend on us.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 19
    • 20. Why SugarCRM? Like many people, I didn’t set out to use Sugar… I used to work for Siebel Systems (now Oracle) and Genesys Telecommunications Labs (now Alcatel). We have a commitment to open source software. I initially investigated Salesforce and CiviCRM – but I knew there had to be a better interface than Civi, and Salesforce is proprietary. We have limited engineering resources so we need something that I – the least technical person in the company – could administer.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 20
    • 21. Our former CTO, DaneseCooper, suggested Sugar.And she was right.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 21
    • 22. Why SugarCRM? It was important to me that customization be easy, and that I be able to do it. I can’t wait around for engineering resources. It was important that we can do many things “out of the box” – there’s no time for custom building or complex workflow rules. When things come at us, they come fast. It was important that the UI be dead-simple – because I don’t have time to train people.Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 22
    • 23. What modules? Original Module Our Module Contacts Contacts (why mess with the basics?) Accounts Organizations Cases Community Cases Documents Documents Leads Major donor prospectsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 23
    • 24. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback*Prizes for attendees who submit session feedback using the Mobile App 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 24
    • 25. #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 25