No Call Waiting for this upgrade

Combined efforts on the part of Advancement, a vendor and three units within Information Technology Services (ITS), compressed four months of work into three, fast tracked the project timeline by starting eight months sooner than anticipated, and enabled the University’s Call Centre to launch its alumni calling campaign on time.

The Call Centre’s software required an upgrade at a time when hiring a manager was underway, and when the software required a critical upgrade. To add further challenges to the project, Advancement’s Call Centre, which operates out of the Penny Building, already had to cancel its fall donor campaign due to construction within the facility. Missing out on the winter semester’s donor campaign as well would have significantly hurt the University’s fund raising efforts.

“We were advised that the former vendor of the software had been bought out by a new company. Consequently the old product needed to be migrated over to a new software, called CampusCall,” says Wim Chalmet, ITS Application Support Analyst. “Advancement approached us in October to ask if we could fast-track the project in order to run the next campaign in mid-January. That meant our usual timeline of May to September would be pushed up by eight months, and shortened our work schedule into three months instead of four. After consultation with all stakeholders, we felt it could be done.”

Staff from Advancement, Desktop Support, Applications, Systems, Telecom, and Finance were all involved in the effort, along with great support from the new application vendor, RuffaloCODY.

“The IT team was very supportive during the transition to a new software program in the Call Centre” says Kathy MacFarlane, Manager of Development Programs. “Wim Chalmet led us through the process smoothly and was always accessible. Most importantly, we finished on time for the next calling session.”

For more information, please contact Wim Chalmet at 403-380-1837, or at wim.chalmet@uleth.ca.

Comments are closed.