In This Article
Q. What is SCORE Engage?
SCORE Engage is our brand-new customer relationship management (CRM) system based on Salesforce that will be fully implemented by the end of 2021 in all SCORE chapters. SCORE Engage will support chapters in managing all relationships and interactions with clients and volunteers. It replaces the legacy, custom-built system called CORE.
Q. What made SCORE decide on Salesforce? What other solutions did you look at?
Salesforce has many features and functions out of the box that meet SCORE's needs without too much customization. Based on the requirements we had—we, along with strategic nonprofit technology consulting firm Build Consulting—looked at a number of different solutions. The only system that met all of our needs was Salesforce.
CORE is a custom-built system based on outdated technology and is no longer a sustainable option for SCORE. Moving to Salesforce places SCORE back within the technology mainstream—and represents a stronger and significantly less risky option for an organization like SCORE.
Q. What about the last time Salesforce was implemented then immediately rolled back (2011)?
Salesforce was never the problem. We made errors in execution and in rushing its implementation. We've learned from our mistakes in the past and have a great team in place for this project—and we will not rush timelines in ways that jeopardizes the viability of SCORE Engage.
Q. What does “MVP1” stand for?
In the context of building SCORE Engage, “MVP” stands for “Minimum viable product”—a product with just enough features to satisfy early customers and to provide feedback for future product development. The initial build of SCORE Engage is referred to as “MVP1.”
Q. What is included in MVP1? Can we see the specifications and requirements?
A side-by-side feature comparison between CORE and SCORE Engage is currently being developed and will be available soon at help.score.org.
Q. What areas of business process are supported by SCORE Engage, and what are these “journeys” I hear about Engage supporting?
SCORE Engage is designed to support three major constituent journeys identified in 2016 when the Technology Task Force defined requirements (leveraging detailed input from over 100 volunteers) for a future CRM. These journeys, including their major process areas, are:
- Volunteer Journey
o Application submission and evaluation
o Volunteer onboarding, training and recertification
o Profile management
o Session entry
- Client Mentoring Journey
o Client/mentor matching
o Mentoring request management
o Session scheduling
o Client feedback survey
- Event Journey
o Event set up
o Score.org website integration
o Participant feedback survey
Q. To what extent has Engage been tested in real chapters?
By the time broad roll-out to the field begins in February 2020, we will have thoroughly tested all functionality: internally at SCORE HQ, with Early Adopter leaders (representing 10 chapters from various regions and of various sizes), and with all chapter members from Early Adopter chapters.
Q. What are the Early Adopters (EAs) and how were they selected?
The Early Adopters are a group of 10 chapters that have helped refine requirements for SCORE Engage and reviewed/tested the system functionality as it was being designed and developed. These chapters will also be the first to receive SCORE Engage (starting in October 2019) and will provide critical feedback to inform the Engage product and the roll-out process.
The EA group was created in this fashion: Steve Records (VP of Field Operations) reached out to regional vice presidents (RVPs) and district directors (DDs) asking if they had anyone in their respective chapters they thought might be interested in participating. From this list, the Change Management Task Force (CMTF) created an EA group representing all regions, all chapter sizes, and a variety of different roles/positions within the chapters—to ensure a comprehensive view of all different users and experiences within the system. This group also represents varying levels of experience with technology (they are not all “super users.”)
Q. Can the work processes be altered after Engage launches in order to imitate our Chapter processes?
SCORE Engage is a vital part of our One SCORE strategic initiative, which seeks to standardize field operations processes according to SBA requirements, best practices from across the industry, and best practices employed by SCORE’s most successful chapters. Therefore, while Engage provides some flexibility for chapters to operate according to their own preferences, the system will not be adjusted to meet individual chapter needs.
However, we strongly encourage you to submit feature requests using the support request form at help.score.org. Where broad consensus emerges around a particular need, new features may be developed for future versions of Engage.
Q. Once our chapter rolls on to SCORE Engage, do we lose access to CORE entirely?
Yes. All members of your chapter will lose the ability to log into CORE. But you will retain access to BIRT reports and to historic client data via SCORE Engage.
Q. What is CORE?
CORE is the client management system that is being replaced by SCORE Engage.
Q. How did SCORE come up with the SCORE Engage name/logo?
The CORE Replacement Task Force, along with the Early Adopters group (experienced volunteers from across a selection of 11 chapters), spent a lot of time discussing what it wanted the brand and message of this system to convey, and settled on the theme of better, deeper engagement with volunteers, clients, and event participants. Read more about the benefits and features of SCORE Engage that inspired this brand choice.
Q. What about _________ (insert FAQ/complaint about CORE)?
Everything that was identified as a bug or serious process problem within CORE has been fixed within SCORE Engage. For example, SCORE Engage is designed so that duplicate mentor requests will be flagged and reconciled in the system as one mentoring request. (Instead chapters having to manage two or more system-generated duplicates, as happens in CORE.)
Q. Will SCORE Engage be mobile friendly (tablets, smartphones, etc.)?
Yes, the system is designed to be fully responsive for modern mobile devices (may not work well with very outdated mobile browsers).
Q. Why are SCORE’s business processes changing?
There are many reasons for change. These include standardization, Small Business Administration (SBA) requirements, and improved efficiency. Ultimately, we want SCORE Engage to help you help clients and volunteers. We have involved the Early Adopter group to make sure the decisions make sense for the good of the organization and making sure SCORE can serve the needs of our clients in the future.
The Client Mentoring Journey
Q. Will there be a way to flag clients that repeatedly are session no-shows or same day cancellations?
Yes, you can mark this in Engage and there will be reports that you can run to view this information.
Q. Will we be able to upload mentors’ schedules in bulk?
There will not be a way to upload a spreadsheet, but you can manage and bulk-edit availability for multiple mentors on the calendar.
Q. Will there be an option to list “Other” as a mentoring location on the calendar?
SCORE Engage includes the option to select a virtual mentoring location or a branch location. A mentor
may also enter “Other” as the location and specify the address.
Q. Will my availability and scheduled sessions in SCORE Engage sync with my Google Calendar?
Yes, your schedule details from SCORE Engage automatically sync with your personal calendar in G Suite. We encourage you to use your G Suite calendar through your scorevolunteer.org account, as an effective way of keeping track of your overall schedule.
Q. How does Engage handle a chapter that does not have regularly schedule mentoring hours?
SCORE Engage will only show the availability that you input into the calendar.
Q. How is co-mentoring managed when scheduling and recording sessions?
After a timeslot is booked for a session in the calendar, you can add multiple co-mentors to that appointment, and in session recording you can add up to 4 co-mentors.
Q. Has the mentor session data recording process changed?
In general, the process has not changed—you will still answer the same questions as required by the SBA. However, you will now be able to add co-mentors from outside your chapter so that they can receive credit for their contribution.
Q. How will the enhanced mentor-match process work?
In SCORE Engage, you can request a mentor and immediately schedule an appointment if he/she has availability in the calendar system. This is new functionality in Engage.
Q. Is Constant Contact going to be eliminated and replaced with Engage?
No, you will still use Constant Contact for email marketing.
Q. Will there be a quantitative way to track where are clients are in their business?
SCORE Engage allows tracking when a client business opened, and if the client closed one business and started another, but not otherwise.
Q. How will a mentor be able to contact another mentor for their subject matter expertise?
You can keyword search for subject matter expert (SME) and there will be a link on the mentor’s profile
that allows you to email them directly.
Q. Can a client be referred to another mentor?
SCORE Engage allows a mentor to refer a client to another mentor that may be better able to serve that client. The referral can be to any SCORE mentor. The mentor receiving the referral can accept or decline the client referral.
Q. Will Engage send automated email notifications to clients, such as the session notes?
When you enter your session notes in Engage, there is a checkbox that will allow you to send your notes to the client as an email.
Q. What will be the unique identifier for clients?
We are using a combination of first name, last name, and email address. Clients may still have multiple email addresses, but we are able to merge them and relate them together.
Q. Will clients be able to select a mentor outside of their zip code?
Not for face to face mentoring, but yes for other types of mentoring (email, video, etc.).
Q. Is email mentoring going away with SCORE Engage?
In its current format, yes, email mentoring is going away. In SCORE Engage, clients can still request to be mentored via email and mentors can still enter in emails sent to clients to be counted as sessions. There will still be escalations if a request is not accepted or declined within certain time parameters or if there is no contact with the client once accepted. However, unlike CORE, in Engage an unresponsive mentor is not put on vacation mode and the client is not automatically reassigned by the system.
The Volunteer Journey
Q. How will volunteers’ skills be tracked in Engage?
The areas of expertise and industry experience fields will still exist, and additionally the volunteer can list your subject matter expertise in an open-text field which will be searchable in Engage by clients and other volunteers.
Q. Is the Volunteer Center changing with Engage?
Yes, prior to the launch we are migrating all content from the old version of the Volunteer Center to Support Center on the help.score.org website. This will create a single collection of all SCORE operational and training material, that may be easily browsed and searched.
Q. Do we have to use the scheduling/calendar features in SCORE Engage to set our mentoring availability and schedule sessions?
Yes, you will be required to use the scheduling tool.
Q. How does SCORE Engage improve process automation for volunteers?
SCORE Engage is designed based on best practices and what successful chapters are doing. Improved features across all process areas will help standardize and streamline operations.
One area of improvement is notifications: some notifications that volunteers previously had to send manually will now be automated—for example, confirmation event emails to a workshop attendee, or a reminder to yourself to reach out to provisional volunteer you're coaching. Another area of improvement is session scheduling: SCORE Engage features a much-improved scheduling tool that can be accessed by both volunteer mentors and clients, and integrates directly with the volunteer’s calendar in G Suite (@scorevolunteer.org).
Despite these standardized and/or automated processes, mentors will still have autonomy and flexibility when developing and maintaining relationships with clients.
Q. Will SCORE Engage offer chapters and volunteers improved ability to see the impact of their efforts?
For MVP1, SCORE Engage will provide chapters better ability to follow engagement during the volunteer onboarding process. Volunteers will better be able to see how clients are engaging with SCORE through mentoring sessions and event participation.
Historic and contemporary performance data will still be reported through BIRT, which will merge data from both CORE and SCORE Engage (including NPS data). Future iterations of SCORE Engage (beyond MVP1) will include enhanced dashboards and reporting that will either supplement or replace the BIRT reports, and may include client engagement survey information.
The Event Journey
Q. How will events be posted to our chapter website?
Once the event is published in Engage, the workshop will be automatically posted on the national and chapter website. Chapters can control which events are automatically posted to their website.
Q. What happens when events are co-sponsored with another organization, like a Chamber of Commerce, and our partner does not want to share their attendee list?
You can still promote your event on the score.org website, but in order to receive credit for the event, attendee information must be entered. This is an SBA requirement.
Q. How are walk-ins, who did not register, going to be handled during event processes?
There will be a form within SCORE Engage to register walk-ins—and the system will note that the person is a walk-in.
Q. Can we offer early bird discount codes for events?
Yes. Based on feedback from our Early Adopters and because we are extending the testing period for Engage, we are looking to add additional functionality allowing chapters to add multiple discount codes and fees for events. For example: veteran discounts and early registrations. We are also looking to add series for events. For example: Simple Steps – you could create Simple Steps as a series in the system and hold the events over 5 weeks.
Q. Will the system provide a mobile-friendly (smartphones, tablets) interface for registering and checking in event attendees?
Yes, there are interfaces for these functions within SCORE Engage, and yes, they are mobile-friendly.
Q. Will we need multiple devices (laptops, smartphones, or tablets) to check people in at workshops?
You can use a single devices or multiple devices, depending on your needs.
Q. Will it be mandatory for a SCORE volunteer Workshop Presenter to be marked as such on their profile in Engage?
Yes, it is mandatory for a SCORE volunteer Workshop Presenter to be marked as such in their profile.
Q. How do we enter guest speakers and presenters in Engage?
The event manager will be able to add the non-SCORE presenter to the event record in SCORE Engage, and the information and will be displayed on the event page on the website.
Q. Will new clients automatically be added to Engage after attending a workshop?
Not for MVP1 (the first version of SCORE Engage). This functionality may be included in future versions of the system.
Q. How can we add our attendee list Constant Contact?
All registrants will automatically be added to your lists in Constant Contact.
Q. Why do we have to collect the emails of workshop attendees?
It is a requirement of the SBA to obtain the client’s individual information in order to receive credit and
calculate unique totals.
Q. How will events be linked to the website?
There is a simple checkbox on the event record in Engage. It is automatically checked so that the event shows on the website, but you can uncheck this checkbox if you wish for the event to remain private.
Q. How will workshop surveys be captured and collected in Engage?
The evaluations will be collected in Engage and housed in the event record. You will be able to drill down into individual responses.