Knox County YMCA Uses Daxko Facility Access To Offer 24 Hour Services

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As our world gets more complex, wellness facilities are working to offer services that fit everyone’s lifestyle. That explains the rise in 24-hour services by many health and wellness facilities, including YMCAs, JCCs, and other health clubs. In fact, a 2015 IHRSA article states that recent years have seen “continued growth of convenient, always open (e.g. 24 hour)” facilities. Knox County YMCA in Illinois saw 24-hour access as more than a growth opportunity; they saw it as a way to better serve their community.

“Offering a 24-hour facility was high on our list of what we wanted to offer our members and community,” explains Kelly Corbin, Associate Executive Director of the Knox County YMCA. “In our community, there are a number of businesses and organizations that work non-typical hours and we wanted to be able to serve everyone. The last two years we tested this by staying open until midnight during the week.  This was well utilized and we realized we needed to move forward.”

In order to provide that type of access for members, Knox County YMCA needed facility access controls when the branch was not staffed. When looking for providers, Corbin was attracted to Daxko Facility Access which allows integration with their existing Daxko membership software. “After a little research, we were pleased to find that Daxko had a solution for us that would work perfectly,” states Corbin.

The ease of implementing Daxko Facility Access has made the transition smooth for the team at Knox County YMCA. Corbin emphasized that integrating facility access with their membership software was a “huge advantage” for their organization. “It is very easy to turn access on and off. Members are able to use their existing membership key card (or barcode on the Daxko Mobile app) to scan and gain entrance. There isn’t a need for an additional key fob. You can easily see when members have scanned in or if they have had trouble gaining entrance. You are also given an app for the software and can open the locked door with your phone from wherever you are if needed!”

Corbin and her team wanted to offer additional facility access as an added benefit of membership. “One of the great benefits of a Knox County YMCA membership is that access to all of our branches is no extra cost, including the 24-hour facility,” she explains. Still, the increased services are benefitting both members and the Y. “It has been a great success. Year over year, we are up 1,000 members!”

From Our Customers: Daxko Engage

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We sat down with Daxko customers to walk through their thoughts on Daxko Engage. Here are their words:

“By adopting Daxko Engage, and making the investment in that product it ensures that we have consistent on-boarding for new members with the new member initiative that runs for us. We are able to modify the content to meet the needs and the things that we want to promote at that time and during that season of what we are doing. It also lets us not have to invest staff time in creating things on the backside but rather being face to face with our members which is huge for us to be able to take some of the administrative work off our staff to free us to be hands on in our communities.”

Leeann Buttram
VP of Member Services
YMCA of Memphis & the Mid-South

“We use it as part of our plans for new member engagement, for program engagement, and pretty soon we’ll be using it for our prospect engagement like for people that come in for tours and guests and things of that nature. We’ve laid out a path of where we want these people to go whether it’s with different kinds of communication or a fitness plan path. Daxko Engage is built into those plans.”

Nancy Byrum
Association Dir. of Member Engagement
Peninsula Metropolitan YMCA

“We can see through Engage who’s walking in our doors, we can greet them by their name, and we know what their likes and dislikes are, creating conversations. It’s a way to put people in small communities. We know that members do better when they have a sense of a small group so to be able to connect people to other people when you know their likes and dislikes is helpful.”

Angela Wallace
VP of Marketing & Communications
YMCA of Memphis & the Mid-South

“We’ve been very intentional about in-person conversations with our wellness staff and that we have found has been a shift in culture and not something we have been as focused on in the past but something that has made a real difference in our membership. We have begun to do trainings such as “Listen First” that help our staff ask the right questions and to be more intentional about assisting our members in an open way. Engage has been a tool to help us do that better and we’ve been very excited about some of the results that we’ve seen so far.”

Jarrod Covington
VP, District Executive Director
YMCA of Memphis & the Mid-South

“We are almost on the forefront of catching people before we almost lose them. That has always been the tail wagging the dog kind of thing where they come in to fill out their cancellation paperwork and we’re like man, we hate to see you go. Now we can when we catch them on low and critical we can take the steps to do what it is to try to keep them there.”

Angela Wallace
VP of Marketing & Communications
YMCA of Memphis & the Mid-South

“The ability for our wellness staff to know who is on the floor and who is in the wellness center through the tablet and through the Engage software creates a different connection than have to go up and not know who is in the center. Going over to to a member that may be a CRITICAL in the Engagement Index allows us to identify those members and to provide some assistance to them while they are there at the Y.”

Jarrod Covington
VP, District Executive Director
YMCA of Memphis & the Mid-South

Customer Story – Y in Central Maryland

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We recently had a chance to speak with Sherrie Rovnan, CFO, and Jeff Mazerski, Director of Software Applications, at the Y in Central Maryland, where they’ve been instrumental in creating and piloting Daxko’s Online Move Camper functionality.

Online Move Camper allows members and program participants to make changes to existing camp registrations within Daxko Operations, freeing staff from manual camp moves, and empowering parents and other guardians to adjust camp selections at a time that’s convenient for them.

Mazerski and Rovnan both stressed that online moves are a must for their organization. “We serve a lot of two-income families, and the most convenient time for them to sign up and change camp registrations is in the evening, when our central office may not be open. Working parents need the ability to do this online,” Rovnan states.

When asked about the biggest internal impact on their organization, Rovnan explains that the amount of staff time saved cannot be underestimated. “We have thousands of online moves every summer, so to have this functionality is vital for us. Changing camps can be very time consuming over the phone, and that was something that fell onto the front desk staff. We wanted to take that transactional interaction away from front desk staff and instead have them focus on more meaningful engagements with members. We can’t stress enough the amount of time saved with online moves.”

In fact, if you consider that each move takes about 10 minutes per support call for staff to assist guardians with the request, and you multiply that by the 2,000+ moves the Y in Central Maryland records in an average summer, online functionality could save more than 300 hours of staff time.

As far as the setup, Mazerski and Rovnan both agree that it’s simple. “There is not a lot of work involved to get it set up. All you have to do is set up the dates and fees,” says Rovnan. Mazerski adds, “Really, it’s just one extra set of fields to enter when you’re setting up your camps, and there are automated controls built in so the association has the power to close online moves prior to the session and charge fees if necessary.”

“Daxko has made it so easy,” Rovnan adds. “It’s so easy for the members and participants to do themselves. It takes you through it step by step. We haven’t had one parent call and say they didn’t understand how to do it.”

YMCA of Greater Cincinnati Discusses the Intersection of Tech and Community

By | Customer Experience, Downloads, Industry, Organizational Health | No Comments

James McIntyre, CIO of the YMCA of Greater Cincinnati and Daxko customer, opens up about how he and his team utilize technology to drive community impact at the Y in the February issue of Business Review USA & Canada.

McIntyre goes into detail about their partnership with vendors including Daxko. When asked about their decision to go with Daxko, McIntyre says, “For the ERP system, we use Daxko which gave us enhanced reporting opportunities enabling us to make quicker and better business decisions.”

The YMCA of Greater Cincinnati’s work with Daxko Engage member engagement software also featured in the article. McIntyre explains how Daxko Engage helps them improve retention metrics at their association. “Daxko includes additional modules with a lot of value, including their Daxko Engage product,” explains McIntyre. “This enables us to know when a member checks in, what their interests are, if he/she is a donor and that individual’s pattern of activity; all very powerful engagement and retention tools. It also uses artificial intelligence to alert us to members who may not be fully engaged and are ‘at risk’ of leaving.”

Read the full article here: