AMS are proud to have worked along side the team at APNA to re-develop their membership system. Originally working with Coresoft, the AMS system was selected as it provided APNA with the flexibility they required to enhance their member services, improve communication with members and give them a platform they can build upon as the requirements of the organisation changed.
APNA’s new system was an exciting project for AMS, the dynamic team at APNA were keen to adopt a new way of doing things and were really involved in designing the new system to ensure it best suits their needs. The dynamic workflow system allows APNA to manage the capture and flow of data opening up endless possibilities to how they can manage, track and report on any kind of member engagement.
“As members are the live blood to our organisation, so is the system that manages them. With our old system failing, we wanted a new and dynamic system that met our growing needs. After extensive review and investigation we settled on AMS to develop our membership relationship platform. The greatest advantage to us was the platform’s flexibility, we weren’t bound to an out-of-the-box solution that we were trying to fit to our organisation.
With their knowledge and experience with other Associations, AMS provided guidance on how best to use the system and with the collaborative workflow module, we are able to manage simple and complex business processes. This has automated many processes that were manual in the past saving us time and money. The interface is mobile friendly and easy to use for all staff, not just the few trained. AMS are adaptable and focussed on delivering to our requirements even as our needs and deadlines changed. Bond and AMS have far exceeded our expectations.”Matt HallGM Member Services
Dynamic Interaction Management
APNA have a number of different touch-points for their members, they needed a centralised location to record and report on the different areas of engagement so they can get some better visibility into who, how and why members are being contacted.
From a quick-add, they now record all interactions with members, potential members, organisations or individuals through an interaction module. Via a ‘quick add’, team members can quickly add an interaction, such as a meeting, email, phone-call or any other type of interaction, schedule follow-ups and escalations, and even trigger other work-flows, internally or externally.
As an example, an individual could call reception and enquire about becoming a member. Directly from the interaction, the relevant person who manages on-boarding would be notified and a join work-flow could be automatically triggered and send directly to the potential member. This process includes a number of steps, some internal and some that needs interaction from the new member. Instead of having an offline manual process where steps could be missed, this whole process is automated and can be triggered and run directly from the interaction and ajoining work-flow.
Interactions can then be grouped so that if there is a trend in a topic of issue being raised, it can be grouped with other interactions of similar nature. This becomes powerful when reports are run so management can see how many issues there are relating to a specific topic, who is attending to the issues, at what stage each issue is up to in regards to the member being serviced, and how many are being closed off.
Reports can then be run from the interactions module, giving the business greater visibility into how many interactions are occurring across the organisation. This can now give APNA a clearer picture of actual member engagement.
Project Points of Interest
The project included:
- Data migration from CoreSoft
- Website design and development
- Member Relationship & Stakeholder Management
- Finance Management with Xero intergation
- Event Management
- Centralised Document and Asset Management
- Workflow Management
- Email Marketing Management
- Microsite Management
- Membership & Product Management
- Interaction Management