Why a new GIS
NOW?
o What are we doing? Leveraging modern technologies to develop a new Global Information System to optimise our processes and provide powerful business intelligence to speed up operations. This will replace myaiesec.net, the Net Promoter Score platform, the Global Online Registration System, the Opportunity Portal and the MarketPlace and put them all into one connected system.
IN a nutshell? A
FASTER & SMARTER
AIESEC
Customer Flows - AUGUST Launch
what is not changing with the new GIS The Human Element of Exchange ‣ A smarter system with more automated processes doesn’t mean EPs don’t interact with AIESEC. It means our members invest their energy in preparation and experience delivery Leadership Development in Every Experience ‣ The GIS is specifically designed to make delivering the inner and outer journey that each customer wants something that can be predicted, planned, delivered, and tracked
what is changing with the new GIS A new, complete customer flow ‣ Instead of Ra/Ma/Re we will have: Sign-up -> Apply -> Match -> Realize -> Completed -> Re-integrated EPs can apply directly to TNs when they sign-up ‣ An EP can apply to specific TNs for which they meet the requirements as soon as they sign-up. A sending LC has to approve matches, but in essence there is no “raise” stage. Business Intelligence from Sign-Up Stage ‣ Every entity will have analytics on how their customers and members move through the customer and member flows—who is coming to AIESEC and what do they do Members truly are customers ‣ An Opportunity Portal for members shows them specific opportunities in the network or in their LC. Students can apply directly to these opportunities, just like TN forms Everything is trackable ‣ Live data on your partnerships, team minimums, member efficiency, and standards delivery… all the time And a lot more…
: G N I R E D N O W E ? R ’ W U O L O F Y R E E B Y M A O T M S U C A S I T A H W So let’s look at our current customer flows and how those will change for GIP, GCDP, and TMP/TLP
A customer flow is the activities a customer experiences from their first interaction to the final delivery of the service. For example, everything that happens to the EP in the Ra/ Ma/Re customer flow. If AIESEC made their customer flow smarter and faster, I think they could achieve 2015
CURRENT CUSTOMER FLOW FOR AN EP STRANGER
VISITOR
LEAD
NOT TRACKED
RAISE
Young Person goes to aiesec.org Creates profile on Opportunities Portal
Browses opportunities
CUSTOMER MATCH
REALIZE
LC responds to EP’s application and EP interviews for TNs interviews EP
EP applies for many TNs using myaiesec.net, google spreadsheets, Facebook, email, etc. (many channels, poor S&D Management) EP waits for responses (not tracked)
EP attends OPS (not tracked)
If they both accept ANs, then it’s a match!
EP arrives and begins TN, integration
NPS Survey
NPS Survey
PROMOTER COMPLETE Standards delivery (not tracked)
RE-INTEGRATE Re-integration seminar (not tracked)
EP LEAD delivered (not tracked)
GCM/LEAD content
Fire fighting (not tracked)
Showcasing their story (promoter)
NPS Survey
ALUMNI
Upselling to another product (not tracked)
Our current customer flow has many steps that we promise to the customer and want to deliver, but which we can’t track, manage, and improve. That makes us too slow and too unaware of the experiences our customers are having
Smarter
& faster GIP
PROPOSED CUSTOMER FLOW FOR AUGUST LAUNCH STRANGER
CUSTOMER
PROMOTER
VISITOR
LEAD
SIGN UP
APPLY
MATCH
REALIZE
COMPLETE
Matchability guides what they should and can apply for, based on: background, SP, dates, entity partnership
TN taker may ask them to interview, this will go in their notifications
Standards tracking prompted (home)
Standards tracking prompted (host)
NPS Survey
Invited to OPS (home)
Integration content prompted (host)
Re-integration seminar
Logistics tracked
LEAD content prompted (host)
GCM/LEAD content
NPS Survey
Showcasing their story (promoter)
Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities View is limited based on profile completeness
TNs may require them to: complete an inbuilt language test, competency test, values test Complete video cover letter
If they both accept ANs, then it’s a match!
LEAD content prompted (home) Indemnity, XPP, Insurance requirements prompted (home)
RE-INTEGRATE
Proactive Fire fighting Upselling to another product Promoter prompt
ALUMNI
Smarter
& faster GCDP
PROPOSED CUSTOMER FLOW FOR AUGUST LAUNCH STRANGER
VISITOR
LEAD
SIGN UP
APPLY
Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities View is limited based on profile completeness
Matchability guides what projects they should and can apply for, based on: entity partnership, timelines, issue
Projects may require them to: complete an inbuilt language test, values test
CUSTOMER MATCH Project manager may ask them to interview, but not mandated, this will go in their notifications If they both accept ANs, then it’s a match!
REALIZE Standards tracking prompted (home)
Invited to OPS (home) Logistics tracked LEAD content prompted (home) Indemnity, XPP, Insurance requirements prompted (home)
PROMOTER COMPLETE Standards tracking prompted (host) Integration content prompted (host) LEAD content prompted (host) NPS Survey
RE-INTEGRATE NPS Survey Re-integration seminar GCM/LEAD content
Showcasing their story (promoter)
Upselling to another Proactive Fire fighting product Promoter prompt
ALUMNI
Smarter & faster TMP/TLP PROPOSED CUSTOMER FLOW FOR AUGUST LAUNCH STRANGER
VISITOR
LEAD
SIGN UP
APPLY
Young Person goes to aiesec.org Creates profile on Opportunities Portal Edits and adds to their profile while browsing Opportunities View is limited based on profile completeness
Matchability guides what roles they can apply for based on: location, skills Roles may require them to: complete an inbuilt language test, values test
CUSTOMER
PROMOTER
MATCH
REALIZE
COMPLETE
Recruiter may ask them to interview, or assessment centre, this will go in their notifications
Team Standards tracking prompted
Team Standards tracking
Resource Hub prompted
Resource Hub prompted
If the recruiter accepts them, it’s a match!
Internal Comms prompted
LEAD content prompted
LEAD content prompted NPS Survey
Proactive Fire fighting NPS and firefighting Promoter prompt
ALUMNI
UP-SELL Showcasing their story (promoter)
GCM/LEAD content
Exit Upselling to Survey another product
And now it’s your turn to send a message to AIESEC