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Enabling Services Unifies Customer-Facing Services

July 10, 2020

Enabling Services team alignment effective July 2020As a result of state budget reductions, the California Community Colleges Technology Center recently underwent cuts to contract staff in June, which in turn necessitated a realignment of team structures throughout the organization.

This period of restructuring has allowed the Technology Center to align nearly all customer-facing activities under the Enabling Services flag, creating a single team to serve college staff and students, while streamlining the work and collaboration within the organization. (Click on the images at right and below to view the Enabling Services organizational structure.)

Enabling Services is a unified group of teams, each with their unique and specialized service offerings, which enable colleges and students to be successful with the software and solutions provided by the Technology Center. The customer-facing services include:

  • College Relationship Managers (CRM) who help colleges learn about, adopt, and expand the use of Technology Center solutions through consultative selling and account management activities

  • Implementation Project Managers (IPM) who coordinate the hundreds of tasks and activities related to each deployment and implementation project

  • Implementation Configuration Engineers (ICE) are highly trained technical experts who are at the heart of every deployment activity to perform and ensure technical accuracy in software implementation and configurations

  • Support staff who serve the needs of both students and college staff members to handle account recovery, break-fix, and user support demands across the entire system, and handle tens of thousands of cases per month.

As part of the restructuring, Enabling Services has expanded the Implementation Readiness service by bringing all technical writing from around the Technology Center into one spot, where Amy Snyder and Patty Donohue are now poised to feed all four customer-facing disciplines within Enabling Services (CRM, IPM, ICE, and Support) with documents, technical guides, knowledge base articles, and Implementation Readiness transition plans for all upcoming releases. This will go a long way to maximizing the work done within the team, as well as reducing support calls via a stronger and more organized support knowledge base.

Adding the support discipline as a new skill area within Enabling Services will allow for advanced scalability during peak and valley periods in both support and implementation work, by allowing the sharing of resources across the broader team.

Enabling Services functions effective July2020