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 non-profit?
Congratulations, you've decided to make the move to a new membership management platform! Whether you've chosen a new platform or are still researching options, keep the staff experience top of mind.
Your staff members will be the main users of the new platform. So, ideally, you involve them throughout the consultation and implementation process.
Winning your staff's support is key to the new platform's success. But how do you make sure everyone is on board with the transition?
Here are 6 ideas to get your association, union, or non-profit staff excited about the move.
Staff want to know how this new platform will affect their day-to-day experience. Avoid buzzwords and jargon here, and give specific examples of workday improvements. Tailor your examples to their job functions to make the benefits even clearer.
While it depends on the capabilities of your new platform, here are a few examples:
One of the main benefits of modern membership systems is the self-serve option. Many members now expect to manage their own account. This gives members the flexibility to make updates outside office hours. Members enjoy the convenience of managing their own:
Another benefit is the ability to personalize the member experience. Members respond best to personalized content for their communications and member account area.
The best way to showcase the benefits is to run through a demo with your staff. This can also double as a training experience so they understand what the current member experience is.
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Remind staff about the drawbacks of staying with the older system. These may include:
To help you in your search, we’ve put together a comprehensive guide on selecting and implementing the right tech stack for digital transformation in your organization.
Many staff users get excited when they save time on a cumbersome process in a new system. For example, your new system may cut down the long hours spent manually mailing and invoicing thanks to automation. This not only makes their day easier, but also boosts productivity, showing a clear return on investment (ROI).
You'll also need to highlight the ROI at the organizational level for your association, union, or non-profit. This can include cost benefits, overall convenience, a future-proof platform, enhanced security, and PCI compliance for card processing.
Some staff respond better to numbers and visuals, while others may respond better to live demos. Use various methods to show how the new membership software can make a real difference.
Haven't gotten your new software approved yet? Get your Board on board with our 10-Point Plan to Convince Your Board to Change Systems.
If your organization uses specialized language, reduce complications by spelling out acronyms and avoid using jargon. Match the language with your new system. For example, your old system may say "receipts" while the new system calls them "order confirmations". Create or refer to a glossary of terms when needed.
Reduce steps to common actions as much as possible. For example, see if you can reduce the steps to run a report from four to two. Or take advantage of automation capabilities to simplify processes.
All in the name of reducing friction to change.
Promote a continuous improvement cycle by providing ongoing training for your staff. Modern membership platforms frequently add new features, so it's important to keep your staff's knowledge up-to-date. Regular training ensures that staff remember and utilize new features effectively. It may help to align training sessions with product updates from your solution provider.
Encourage your staff to aim for continuous learning. If they've already completed the minimum training requirement for the new system, provide additional opportunities. Enroll them in online courses, encourage attendance at product webinars, and provide opportunities to attend user conferences.
If your solution provider offers certifications, make these opportunities available to your staff. This deepens their knowledge beyond their specific roles and expands on overall feature usage. Staff will also value this professional development opportunity, especially if it comes with a certificate or badge.
Let your staff know about these exciting training opportunities before the move to build enthusiasm.
Are you an iMIS user? Check out the ASI Learning Hub and certifications like Certified iMIS User (CiU) and Certified iMIS Administrator (CiA).
When moving to a new system, leverage your solution provider to ensure you receive the expected value.
During the implementation phase, maintain clear communication between your staff and the implementation team. This will help address assumptions and set expectations. Use testing time to simulate all your processes in the new system.
During the launch phase, there should be ample opportunity to ask for best practice advice and work with your staff to address any concerns. You may also discuss additional add-ons that you didn't include in the migration. Overall, make sure that you've covered all of your bases and addressed all staff concerns and needs.
After launch, explore other engagement opportunities with your solution provider besides the annual check-in and contract renewal. These often lead to:
You also can engage with your solution provider's partners for additional services. They may offer integrations and services that address your specialized needs. These services often require extra cost, but can provide valuable support, especially if you have limited staff or expertise.
CRM ✔ Accounting ✔ Events ✔ Personalized Web Portals ✔ Automation ✔ Dashboards & Reporting ✔ The list goes on.
Our comprehensive 6-step process will help you win back staff time, drive engagement, and make the most of your member management platform.
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Start with a core platform that can help your association deliver exceptional member value, then build out your tech stack by focusing on 5 key areas.