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An integrated system that ties together business continuity for all departments. Financial processes, program processes, waitlist management etc.

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A system that can leverage automation and communication flows that can be customized when it comes to segments of people we are trying to reach. Leverage what we have (old or new system), use all the options.

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Integrated with our website, so we don't have an app, a portal and a website all saying different things, providing different experiences, and all having to be maintained/updated

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A CRM that is tied into all of the other systems, easy to navigate and easy to report from. Provides accurate and consistent real-time data.

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A more enhanced portal for our customers with streamlined navigation, enhanced product selection such as multi-select when making purchases, a personalized experience that provides product recommendations based on browsing history or video demonstrations of our services to help customers visualize what that product/service is

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A system that everyone can support, that everyone is fully invested in, and will be easy to learn and navigate

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A centralized support center to support all programs/departments across the association. Allowing program and center staff to focus on the in person experience and delivering excellent opportunities etc

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Moving us from just "getting with the times" to being a forerunner with technology and experience

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One system that can be used for all departments and needs. A fully functional interface and a system that works with not only the customer but the staff.

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A system that is customer-friendly and can be utilized by all departments to support a seamless customer experience. This will also help the employee experience as knowledge and understanding of one system gives staff the ability to master the system limiting errors and frustration

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Plan to capture and action all improvements that arise and built-in loop for user feedback.

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Robust training plan that incorporates on-boarding through super-users in a systematic way: time for staff to train, space in workload to complete task, access to timely support and solutions.

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Intuitive flows for work processes, linked to associated documents, storage, systems, etc. to reduce duplication of effort.

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Streamlined Reporting and analytics for data-driven decision making. Real-time dashboards & advanced reporting

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A Unified, Data-Driven CRM System

Goal: A fully integrated CRM system that centralizes member data, communication, and interactions across all YMCA locations, programs, and services. This CRM will allow us to engage with members more effectively, personalize experiences, and drive loyalty.

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Membership Engagement & Retention Goal - Members would benefit from a seamless and user-friendly platform for online registration, membership renewals, class scheduling, and payment processing. Members would have access to real-time information about facility availability, reducing frustration and wait times.

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Invest in learning, ensuring there are multiple staff that can become Salesforce certified (to my knowledge, none are to date) so that we become less reliant on technology partners, keep up with advancements and help our Y innovate outside of the box

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Strategically planned, branded, personalized and AUTOMATED touchpoints that increase awareness/education, engagement/support, CLTV and retention while minimizing expense (whether this is a program description, an email template, onboarding workflow, case management, attendance monitoring, etc. etc.)

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(Together) establish clear protocols, permission sets and supports for all users and all levels (even those without a license). Then, put a team in place that is responsible for regular audits that include the collection of feedback, to make corrections as they are needed, and to provide ongoing communication and coaching so that we all stay on the right track

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Leverage more modules, and when the right app or system isn't Salesforce, plan and implement quality integrations and flows that allow all staff/volunteers and all participants/members/customers/donors/clients to connect and work from one place, improving the experience for all