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Serving Members Online

Improving Service to Members Online

Whilst there are clearly cost savings and efficencies that Associations can find using the internet, there are also very positive impacts for Members. Here are just a few.

Automation: From Quantity to Quality

One of the main benefits for Members is not necessarily the most obvious, it is the move in focus from processing a high quantity of low value time consuming transactions (such as processing membership dues), to high quality one on one type interactions with members.

These quality focussed interactions, such as events, representing the membership in the community and continued professional development (CPD) activities, are seen by members as the core purpose of the organisation.  Whilst transactions are perceived by members to be of no intrinsic value  - yet they are essential to the continued operation of most associations.

The key: Automation and self service.

The Association wins by saving time and resources, which can then be diverted to adding value to its membership, and in time the Membership recognise that additional value.

Access and Convenience

Another benefit of the internet is that it is ‘always on’. This  and the advanced level of self service and automation makes a powerful combination. It allows members to make their decisions and transactions when and where they wish to.

Our experience has shown us that members of all associations choose to transact at the strangest of times. This is perhaps not surprising in an age where everyone is busy all of the time, and the focus is on instant gratification.

Self Serving

Historically there was a perception that to be sent to a website or to be asked to interact online was akin to being told ‘we don’t have time for you’. In the same way that ATMs were seen as impersonal and troublesome inventions. How times have changed.

A bank without an ATM network is nowhere to be found – because whilst we enjoy the personal touch when it comes to higher value transactions, going to a bank in opening hours to deposit or with draw cash (a low value transaction) is now an inconvenience.

Automation leads to convenience for members, frees up resources within the association and saves money. Everyone wins!

Get Automated and provide better member service!

If you are looking to find ways of automating your low value transactions, concentrate on member service and save money, please contact us to discuss options.

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