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Posts Tagged ‘iCarol Ideas Portal’

iCarol Innovators – Your Voice Matters

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At iCarol we believe that our customers are also some of our best innovators. From the very start, helpline volunteers created iCarol and we’ve continued that tradition of users driving product development as the years go by. Many of the features you use in iCarol every day grew from a “light bulb moment” had by one of your peers. This community development approach drives our future product development. After all, no one knows your business or what type of tool or enhancement could improve your work like you do.

iCarol Usergroup Summit at the AIRS Conference

Our conference appearances throughout the year provide opportunities for iCarol usergroup sessions where iCarol users can discuss our software, provide feedback, and hear about our development plans, often referred to as our “Product Roadmap.” Prior to the Alliance of Information and Referral Systems (AIRS) conference in May we hold an iCarol Usergroup Summit where we offer trainings by AIRS Certified iCarol staff, as well as a traditional usergroup meeting.

This past spring, we asked for the AIRS Usergroup Summit attendees’ help on voting and prioritizing identified enhancements that should be first in line for development. Attendees received a firsthand look at how hard it is for us to decide where to focus our efforts. They took their task seriously, and graciously provided valuable feedback. You’ll be seeing the results of their efforts soon as these new developments start to be released in your iCarol system. As always, watch the iCarol blog and the Dashboard in your iCarol system for details.

Following the Summit one attendee described iCarol as, “Not just a vendor but a partner” in their organization’s mission. This is absolutely our goal as we work with all of our clients as we believe deeply in helping you to affect positive change in your communities. We’re happy to share that 100% of Summit attendees described themselves as Satisfied or Very Satisfied overall with the material presented at AIRS iCarol Usergroup Summit, and 100% of the group found the individual session content relevant to their everyday work. We think it’s a great event that you should attend next year, but you don’t have to take our word for it – 91% of attendees said they are likely to recommend attendance to others. We’ll be announcing future AIRS iCarol Usergroup Summit plans in 2018 so stay tuned!

Advisory Boards and Focus Groups

In an effort to keep client discussions going not just when we see you at conferences but throughout the year, we’ve recently kicked off a new and exciting venture — creating two separate iCarol Advisory boards, one to represent Crisis Centers/Helplines, and one to represent Information and Referral organizations. Each iCarol Advisory Board will ensure representation of industry voices in our development process through virtual meetings year round. Goals include providing iCarol with guidance on their industry’s evolving needs, providing feedback on existing and future software development, and validating that iCarol’s strategy and development plans meet the needs of the industry being served.

In addition to the iCarol Customer Advisory Boards, we are also hosting more focus groups than ever before. Focus groups are made up of individuals to discuss a particular challenge or development approach we are considering. Focus groups give the iCarol Product Development team the opportunity to discuss challenges our clients experience and potential solutions.

Want to get involved in an iCarol Advisory Board or Focus Groups? Participants are identified and invited through their participation on the iCarol Ideas Portal, from the cases they submit, feedback from surveys or ways in which their iCarol systems are configured.

Annual Customer Survey

It’s important to provide organization leaders and management staff across our client pool with the opportunity to share feedback covering all areas of iCarol, from our customer service to the use of the product itself, and to that end we just wrapped our annual Customer Survey a few weeks ago. We’re busy compiling and analyzing those results now so we can internally discuss how this feedback will drive us in the months ahead. We truly value the time you took to complete this survey and we will share results and action plans coming from that survey in the months ahead.

iCarol Ideas Portal

And finally, we just celebrated about 7 months of having the iCarol Ideas Portal available. This has proven to be an effective way of both receiving and prioritizing client ideas, and communicating about these ideas and their progress towards implementation. You may have caught our recent blog sharing some notable stats on the portal’s usage and just how much this method of client involvement has impacted your iCarol system already. If you haven’t, you can check that out here.

We hope, with these various methods through which we receive feedback and ideas, that you feel like a part of our iCarol Community where your voices are heard and opinions are acknowledged. Your role in our product development is an integral part of what we do and we look forward to continuing that tradition in both familiar and new and exciting ways.

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Happy 7 months to the iCarol Ideas Portal!

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The iCarol Ideas Portal was released about 7 months ago, and already it is having a big impact, just as we hoped it would.

Since its release you have used the portal to:

            • Add over 300 enhancement and feature ideas
            • Cast 900 votes for your favorite ideas
            • Submit about 150 comments to help our team better understand ideas

To date, nine ideas originating on the iCarol Ideas Portal have been released for use. We’ll talk about some of these in more detail on separate upcoming blogs, but here’s a brief summary of a few of those ideas and what they do:

  • Receive email notifications and details when an Automated Verification Request has “bounced” and not made it to the recipient
  • Receive email notifications that a Resource record has been flagged for review
  • Initiate a new Automated Verification Request for a single record while viewing that record

There are currently 14 ideas planned and in progress, some that originated on the Ideas Portal and other ideas that were pre-existing but added to the portal so you could share you comments, feedback, and votes. Some of these planned ideas include:

  • Create PDFs that include only certain fields of your Resource records
  • Schedule statistics and specialized exports on a reoccurring basis
  • Allow the template for sending referrals by SMS to draw fields from Site records
  • Flexible date ranges in your statistical Summary Report
  • Include Custom Fields in your Resource record PDFs
  • Send referrals in the body of an email
  • Integration with the 2-1-1 National Text Platform (NTP) including:
    • Phone-to-Text referrals using 898211
    • 2-way texting using 898211
  • Pre-conversation surveys via SMS/Texting
  • Updates to the iCarol Help area
  • Applying your feedback to our Learning Guides
  • Standard Resource Export using the AIRS XML 3.0 Schema

We want to thank you all again for embracing the iCarol Ideas Portal as you have, and contributing so many wonderful ideas to it. By participating on the portal and casting your vote on the ideas that would be most beneficial to you and your organization, you help our Product Management team prioritize what we work on next, and enhance the iCarol experience for everyone. Keep those ideas coming!

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Introducing the iCarol Ideas Portal

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One thing that makes iCarol software so especially suited for not-for-profit helplines of all types is that it was created from the direct experience of helpline volunteers, and continuously grows by incorporating the great ideas from our users and from industry experts. In fact, a bunch of the features and enhancements you enjoy today started out as an idea from someone who uses iCarol at their helpline. While we work on new big features and changes with our planned roadmap, we also use a community development approach for custom projects which enhances iCarol for all subscribers. All of this amounts to creating a robust and comprehensive all-in-one software solution that is invaluable for helpline staff and volunteers in their daily work.

So, with so many users sharing their great ideas, how do we gather and track them and eventually decide which are developed and added to iCarol? Well, we’ve been working on a new system for organizing and tracking the ideas submitted to us, and now it’s ready to make its debut! It’s called the iCarol Ideas Portal — a new and better way to submit and follow enhancement ideas. This portal is available to all iCarol users with a security setting of Standard or higher and offers a number of features and benefits, including:

  • Directly submit your idea right within the security of your iCarol system
  • Browse ideas submitted by other iCarol users
  • Add comments or additional thoughts to existing ideas
  • Filter ideas based on their status, feature area of idea, how recently they were added, or see ideas that are trending
  • Receive updates when your idea or an idea you’re interested in changes status or when another user adds a comment
  • Vote on the ideas which are the most important to you

That last capability will surely add some fun and interactivity to the portal, while also giving us helpful feedback towards prioritization by seeing which ideas are the most popular and meaningful to our clients. Each user will get 10 votes to apply to the ideas they like, and you can apply up to 5 votes to a single idea you really love. Ideas can also be retracted and added back to your bank of votes. This may be useful in times where you are out of votes but see a new idea you like more than one you’ve previously voted for. When an idea is released to iCarol, or if we move an idea to not likely to implement, all votes for that idea are returned to you.

You’ll find the iCarol Ideas Portal by navigating to the Help section of your iCarol system. We’ve also included a number of Help Articles that outline how to use the portal to browse ideas, vote on enhancements, add comments to existing ideas, or add your own idea for consideration.

It’s our hope that the new iCarol Ideas Portal will improve communication and help you share your great ideas for iCarol with us. We’re excited to open this new communication channel with the aim of continuing to enhance iCarol and have it reflect the many fantastic ideas from which all our users, and their communities, can benefit.

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