Discover how DC improved operations to create a smoother, more connected member experience. 4 lessons any member-centric organization can use.
Improving the member experience often means taking a look behind the scenes. For the Dietitians of Canada (DC), that meant tackling internal challenges that stood in the way of a smoother member journey.
The association set out to make every member interaction easier and more impactful than ever before.
Quick overview of the Dietitians of Canada: The Dietitians of Canada is a nonprofit association representing over 4,000 registered dietitians, students, and retired members. DC's mission is to promote the health of Canadians through excellence in dietetic practice. The nonprofit association supports its members with education, networking, and professional development.
Here are four ways Dietitians of Canada streamlined operations and fueled a healthier member experience. These are best practices that any association, union, or nonprofit can apply.
DC's previous system didn't have single sign-on (SSO) functionality. So, it wasn't smooth for members to access third-party platforms like Higher Logic. This created additional hurdles for members and impacted the overall user experience. DC found that their members were dissatisfied.
Now, with integrated SSO in place, DC members enjoy a simple login, even when accessing third-party platforms. This makes for a more connected and frictionless journey across systems. Plus, members appreciate only having to remember one password!
The easier you make it to engage, the more likely members are to engage.
Tip: Make it quick and easy for members to engage with you across platforms. Hopefully your membership management platform provides this functionality.
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You want your online store and membership renewal area to be:
Dietitians of Canada implemented a more efficient management of:
With these improvements, they've made the experience better for staff and members.
Tip: Make your website a source of non-dues revenue.
Related article from the iMIS Blog: How to Leverage Promotions & Special Offers to Grow Membership
Learn how to ✔ streamline invoicing, ✔ simplify month-end and year-end processes, and ✔ manage complex pricing structures. with our free guide, "Smarter Billing: Leveraging Native Accounting for Membership Success."
Finding member profiles and making reports used to require constant support, so it was a time-intensive process. The previous system had a complex navigation and sales-oriented setup. It wasn't purpose-built for associations.
Now, with an engagement management system, DC staff are able to create their own reports. No external support needed. Staff spend less time working with support and instead focus more energy on serving members.
Tip: Provide staff with intuitive reporting tools. This can dramatically improve daily operations, freeing up time to better engage and support members.
Related article from the iMIS Blog: How to Simplify Your Association’s Membership Reporting
DC is taking advantage of automation capabilities in its new membership management system. Now it's easy to automate member communications and event management.
Once again, this improvement saves staff time which allows them to dedicate more time to their mission. It also allows the association to create more touchpoints with members without placing manual burden on staff.
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(or the iMIS Power Automate Connector if you use the iMIS Engagement Management System) |
(or the Zapier for iMIS (iAppConnector) if you use the iMIS Engagement Management System) |
Tip: Segment communications based on member persona. For example, send early-career members a series of emails that showcase benefits relevant to them. That might be networking resources, educational programs, and mentoring opportunities. By segmenting your emails, members get communications that are of interest to them.
Tip: Follow the 7 golden rules of member-centric email marketing.
Tip: Try to combat the "It's always been done this way." mindset. While it may not be quick to create new campaigns or change internal processes, you don't want to miss out on opportunities to connect with members or to reduce administrative burden.
Related article from the iMIS Blog: Streamline and Automate Your Membership Management
Your member management system can help you understand why your members left and what you can do to win them back. Our 6-point plan shows you how.
Create a smoother member experience with automated renewals, a single source of member data, and a self-service portal.
Winning your staff's support is key to your membership platform's success. But how do you get everyone on board at your association, union, or...
