Industry insights: Leveraging technology at SecondBite

Summary

In this interview, Lucy Coward from SecondBite discusses how the organization has integrated technology to improve decision-making and operations. Over the past two years, they've implemented tools like Salesforce CRM, Microsoft SharePoint, and Power BI to streamline processes, manage stakeholder relationships, and ensure real-time collaboration. However, challenges remain, particularly with data accuracy and system rollouts. Lucy highlights the importance of a well-executed rollout plan, quality data, and effective training methods to ensure the successful adoption of new technologies.

Takeaways

• 🌟 Second Bite is relatively new to the digital space but has made significant progress in the last two years, leveraging technology to make better, faster, and more informed decisions.
• 🔗 The organization is implementing Salesforce, a CRM system, to enhance fundraising efforts, track budgeting versus fundraising, and manage stakeholder communications more effectively.
• 🚀 Vehicle trackers are being used to monitor driver safety, providing data to back up drivers' claims and ensure road safety.
• 💼 Microsoft systems, including SharePoint, are utilized to facilitate real-time collaboration across the dispersed national organization, streamlining document management and reducing version discrepancies.
• 📊 Power BI is employed as a visibility and real-time tool, allowing for collective and remote data monitoring, thus eliminating the need for manual paperwork.
• 💡 CRM (Customer Relationship Management) systems like Salesforce are crucial for maintaining records of interactions with stakeholders, planning sales calls, and tracking the progress of agency coordinators.
• 🚧 The major challenge in adopting new technology is data quality and the thoroughness of the initial data input, which dictates the effectiveness of the system post-implementation.
• 📈 A solid rollout plan, including Gantt charts and checkpoints, is essential for tracking the progress and success of technology adoption within an organization.
• 👨‍🏫 Training is a critical aspect of technology adoption, with the need for diverse learning methods to accommodate different user preferences and ensure effective technology utilization.
• 👥 The importance of having 'super users' who are proficient in the technology and can support others is highlighted, emphasizing the role of these individuals in the successful integration of new systems.

Q & A

What technological improvements has Second Bite implemented recently?

Second Bite has recently embraced technology, including the implementation of Salesforce as a CRM system and Microsoft tools like SharePoint for better collaboration. These technologies enable more informed and faster decision-making.

How does the Salesforce CRM system benefit Second Bite?

Salesforce helps Second Bite manage relationships with stakeholders, track fundraising, and keep records of key interactions. It also supports coordination efforts by keeping track of agency visits and other important data, ensuring continuity even when staff changes occur.

What role does vehicle tracking technology play at Second Bite?

Vehicle trackers are used to monitor driver safety. They provide data on whether a driver is following safety protocols, allowing Second Bite to defend drivers if necessary and improve overall road safety.

Why is SharePoint important for a dispersed organization like Second Bite?

SharePoint allows real-time collaboration across different locations, eliminating the need to send multiple versions of documents. This streamlines communication and ensures everyone is working from the same data.

What tools does Second Bite use to enhance decision-making?

Second Bite uses tools like Power BI to provide real-time visibility into various aspects of their operations. These tools help the organization avoid manual paperwork and make informed decisions more efficiently.

What challenges did Second Bite face with the adoption of new technology?

One of the main challenges was ensuring the quality of data entered into the new systems. If the initial data is inaccurate, it can create ongoing problems. Additionally, rolling out new systems requires a solid plan and time for proper data input.

How important is data quality when implementing new systems?

Data quality is crucial when implementing new systems. If incorrect data is inputted, it can affect all future decisions and operations. Taking extra time to ensure data accuracy at the start is essential for long-term success.

What strategies does Second Bite use to ensure a smooth rollout of new technology?

Second Bite focuses on having a detailed rollout plan, including timelines and milestones, to track progress. They also use tools like Gantt charts to ensure that the project stays on track and achieves the desired outcomes.

How does Second Bite handle training for new technology?

Second Bite recognizes that people learn in different ways, so they tailor their training programs to accommodate various learning styles. They also ensure that there are 'super users' who are highly proficient with the technology and can support others.

Why are 'super users' important in technology adoption at Second Bite?

'Super users' are essential because they deeply understand the technology and can help troubleshoot and support their colleagues. Their expertise ensures that the organization can effectively use the new systems on a daily basis.

Outlines

00:00

💻 Technology Integration at Second Bite

Lucy Coward from Second Bite discusses the organization's adoption of technology to enhance decision-making. They have made significant progress in the digital space over the past two years, implementing a CRM system, Salesforce, to improve fundraising and budget tracking. Vehicle trackers are used to monitor driver safety, and Microsoft systems, including SharePoint, are utilized for real-time collaboration and data management. The use of Power BI provides visibility and real-time decision-making tools, reducing reliance on paper and improving efficiency across the organization.

05:00

🛠️ Challenges and Training in Technology Adoption

Despite the benefits, technology adoption presents challenges, primarily in data quality and system rollout. Ensuring accurate data input is crucial for the success of any new system. A solid rollout plan with clear milestones and checkpoints is necessary to track progress and ensure the technology is implemented as intended. Training is also a significant aspect, with the need for super users who are proficient in the technology. Different learning styles should be considered when designing training programs to accommodate various user needs.

💡 Insights on Technology's Role at Second Bite

The paragraph offers insights into how technology is utilized at Second Bite, highlighting the integration of various tools and systems to streamline operations and decision-making processes. It emphasizes the importance of technology in modern organizational management and the strategic use of digital tools to enhance efficiency and effectiveness.

Keywords

💡Technology

Technology refers to the tools, systems, and methods used to solve problems or achieve objectives. In the video, technology is discussed as a means to enhance decision-making processes within the organization Second Bite. It is highlighted as a facilitator for better, faster, and more informed decisions, indicating its integral role in the organization's operations.

💡Digital Space

The digital space refers to the virtual environment where online activities and transactions occur. In the context of the video, Second Bite is relatively new to leveraging the digital space for their operations, but they have made significant progress in utilizing technology to improve their processes and decision-making.

💡CRM (Customer Relationship Management)

CRM is a system used to manage a company's interactions with current and potential customers. In the script, Salesforce is mentioned as the CRM system Second Bite is implementing to improve fundraising efforts, track interactions with stakeholders, and centralize data for better organization and communication.

💡Salesforce

Salesforce is a popular CRM platform that helps organizations manage their customer relationships more effectively. The video discusses how Second Bite is working to build up Salesforce to streamline their fundraising and stakeholder communications, emphasizing its role in enhancing operational efficiency.

💡Vehicle Trackers

Vehicle trackers are devices used to monitor and record the movement of vehicles. In the transcript, they are mentioned as a technological tool Second Bite is considering to ensure driver safety and to verify safety claims, illustrating how technology can be applied to improve safety and accountability.

💡Microsoft Systems

Microsoft Systems refer to the suite of software products and services provided by Microsoft. The video mentions that Second Bite uses Microsoft systems, including SharePoint, to facilitate real-time collaboration and data sharing across their dispersed national organization.

💡SharePoint

SharePoint is a web-based collaborative platform that integrates with Microsoft Office. It is highlighted in the script as a tool that allows Second Bite to work in real-time, reducing the need for multiple versions of documents and improving overall efficiency.

💡Power BI

Power BI is a business analytics service that enables organizations to visualize data, create reports, and gain insights. The video suggests that Second Bite uses Power BI as a visibility and real-time decision-making tool, allowing them to monitor and analyze data without relying on paper-based systems.

💡Data Quality

Data quality refers to the accuracy, completeness, and reliability of data. In the transcript, Lucy emphasizes the importance of data quality when setting up new systems, as it determines the effectiveness of the system from the outset. It is a critical factor in the successful implementation of technologies like CRM.

💡Rollout Plan

A rollout plan is a strategy for the systematic introduction of a new product or service. The video discusses the importance of having a solid rollout plan for new technologies, including Gantt charts and milestones, to ensure that the implementation is on track and meets the organization's expectations.

💡Super Users

Super users are individuals within an organization who are highly skilled in using specific software or technology. The script mentions the importance of having super users who are well-versed in the technology being implemented, as they can provide support and training to others, ensuring that the technology is used effectively.

Highlights

Second Bite is leveraging technology to enhance decision-making processes.

The organization has made significant strides in digital technology adoption over the past two years.

Introduction of a CRM system, Salesforce, to streamline fundraising and budget tracking.

Utilization of vehicle trackers to monitor driver safety and performance.

Adoption of Microsoft systems and SharePoint for real-time collaboration and data management.

Implementation of Power BI for enhanced data visibility and decision-making.

CRM stands for Customer Relationship Management, which is crucial for tracking interactions and planning sales calls.

The importance of accurate data input at the onset of a new system for its successful operation.

The necessity of a solid rollout plan, including Gantt charts, for the successful implementation of technology.

The challenge of data quality in setting up new systems and its impact on future operations.

The significance of having super users who are well-versed in the technology to support others.

The diversity in learning styles and the need for tailored training programs.

The challenges of technology adoption include data integrity and user training.

The need for a structured approach to determine if technology projects are on track.

The importance of real-time tools in modern organizations for efficient operations.

The transition from paper-based to digital platforms for better data management and collaboration.

The role of technology in supporting dispersed and national organizations through platforms like SharePoint.

Transcripts

foreign

[Music]

plus and I'm here at second bite in

Heidelberg talking to Lucy coward today

and we're talking about technology so

Lucy In what ways does second bite use

technology to underpin its decision

making

we're relatively new to the technology

space particularly the the digital space

um but we've come a really long way in

the last two years and what it's allowed

us to do is make better faster more

informed decisions for the most part so

for example we've never had a CRM system

before and we're working to build up

Salesforce that will allow us to do our

fundraising better it will allow us to

look at where our budgeting versus

fundraising is going it will allow us to

just keep on top of who we need to make

a phone call to because it will send you

reminders we look at all sorts of

technology in our new vehicles so we

look at vehicle trackers for example

that will tell us if a driver is being

safe or not on the road or if he is

being safe and someone thinks he isn't

we can we can back him up

from a general digital platform point of

view we tend to use the Microsoft

Microsoft systems but what we have done

is we've put in share SharePoint

why does that matter lots of people have

had it but what it does for a dispersed

and National Organization is it allows

us to work in real time with each other

rather than just sending spreadsheets

and documents all over the place and

having multiple versions so they're

really just time saving

um and decision making processes for us

things like power bi are the same

they're all visibility tools and

real-time tools that mean we don't need

to be doing things on pieces of paper we

can look at a screen and we can all look

at it together no matter where we are

fabulous and you mentioned CRM could you

just explain what that is in a little

bit more detail if you could sure the

CRM that we're using is Salesforce but

there's a number of them out on the

market so a CRM is a customer

relationship I can't even say it

customer relationship management system

essentially what it means is whether

you're in a sales organization or one

like ours where you have fundraisers and

and touch points and stakeholders that

you can keep record of of your

interactions with them what's important

to them you can plan your sales calls if

you're in sales environment or my agency

coordinators can plan which agencies

they're going to see and I can see where

they are and what they're doing and how

it's going so it's basically just a

really nice centralized way of keeping

data so you don't lose it when people

come and go from organizations and you

can make sure you're up to date with

your key stakeholders and where they're

up to

okay and that's great technology has

some real benefits but it also comes

with some challenges so what are the

some of the challenges that you've

encountered with the adoption of new

technologies

I think the major challenge is the

rolling out of things and data when you

set up any new system the quality of the

data that you put in determines the

journey from there I think you probably

need to spend a lot more time through

two three four times more time getting

the data that you're putting into a

system right before you start launching

a system for us for example if we get

our fundraising data wrong or we get our

routes that we do out to our cold stores

wrong or we don't know who we're

supposed to call it never improves from

that point on so I think data first and

a solid rollout plan you absolutely need

to have a plan you need your Gantt

charts you need all the things that sit

behind it so you know what you're doing

and when and you need to have the the

points in time where you can determine

are you on or off track are things going

well are they not going well if you

don't have that you're you're just

wandering and in the end you're never

quite sure did you land that technology

project in the way that you'd hoped

and

um it obviously there's the people

training side of it as well that's quite

a process I guess yeah absolutely I

think

um having your super users be true super

users of any technology is really

important they need to know it inside

out and sometimes that's someone who

just uses it every day and sometimes

it's somebody that you can Target to do

that having them in the background is

important and understanding that not

everybody learns in the same way some

people are visuals some people like to

do it themselves some people read and

then do there's all sorts of ways that

people learn so you need to think about

that when you're doing a training

program

thank you Lucy there's some really good

insights in the way technology is used

at second byte