BOC Member Engagement Case Study

BOC Engagement Case Study

Jeff Price, MCP

Board of Certification/Accreditation

Chief Operating Officer

CHALLENGES

Our Challenges

• Outdated Website

– circa 1995

• Handicapped Staff

– policies

– work load

– What’s a KPI?

• Social Media Strategy?

SOLUTIONS

Business Operations

Building Infrastructure

–Cloud ComputingInternet-based computing, whereby shared resources, software, and information are provided to computers and other devices on demand, like the electricity grid.

–Human CapitalThe skills, knowledge, and experience possessed by an individual or population, viewed in terms of their value or cost to an organization.

6

Communications

Strategic and Amplified

– Meeting customers where they are comfortable.

– Giving customers the

message they want.

– “Social media doesn’t exist in a vacuum. Make traditional media and social media work together.”

7

Business Process Review

Streamline

Simplify

Automate

Brand

2009 2010 and 2013

Social

• iMIS– Integrated GoLightly

– Integrated SocialToaster

• Chatter– Trained Staff

• Hootsuite– Created Management

Portal

Key Performance Indicators

11

0

2

4

6

8

10

Track Measure Compare

RESULTS

Total Site Visits

50000

60000

70000

80000

90000

100000

110000

4Q2010 1Q2011 2Q2011 3Q2011 4Q2011 1Q2012 2Q2012 3Q2012 4Q2012 1Q2013 2Q2013 3Q2013 4Q2013 1Q2014 2Q2014

www.bocusa.org my.bocusa.org go.bocusa.org ce.bocusa.org

Top Page Visits

Certification Application Conversions

Begin

305

Create Account

26%

Select Type

Select Exam(s)

Answer Questions

Review Selections

Enter Payment

11%

Final Review

27%

Complete

29%

MyBOC Engagement

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Apply

Pay Fees

Reaccredit

SocialToaster

Find CEUs

Apply Pay Fees Reaccredit SocialToaster Find CEUs

Facility Accreditation 37% 34% 14% 1% 2%

Certification 32% 45% 0% 4% 15%

Facility Accreditation Certification

Social

Outbound Sales Team

2014 Projected

2014 Projected

0

20

40

60

80

100

120

140

1Q 2Q 3Q 4Q

2014 Reassignments 2013 Reassignments 2012 Reassignments

2014 Renewal Call Results

Renewed11%

No Return Call43%

No Valid Contact Info18%

No Longer in the field10%

Deceased1%

Retired3%

With ABC - Not Renewing1%

May Renew Later4%

No Reason Given2%

Promised to Renew Later7%

Other14%

Seamless Operations.Seamless Communication.

Seamless BOC.

Jeff Price, MCP

Chief Operating Officer

jeff.price@bocusa.org