YMCA of Greater Dayton Uses Daxko Payment Services to Automatically Update Member Card Data

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The YMCA of Greater Dayton was looking for a payment processor that could offer their association more features without sacrificing exceptional service to members. Specifically, the YMCA was seeking ways to reduce processing fees, reduce returns, eliminate avoidable declines and decrease labor costs.

Pamela Flatter, IT Training & Operations Support Director, and LeAnn Krintzline, Accounting Manager were pleased with their current processing, but wanted upgrades that addressed these items as well as offered a single source of information and service. They found that Daxko Payment Services not only met with their current needs but also satisfied their business objectives.

Serving Members Better
“We have 10 branches, a resident camp, over 40 program sites and we serve more than 40,000 membership units. The majority of our members pay by credit card, so we needed a payment processor that could help us serve those members better,” explains Flatter. The team was particularly intrigued by Daxko Payment Services’ Proactive Account Updater Service. Daxko’s Proactive Account Updater Service automatically checks for outdated cards prior to the scheduled draft dates and updates cards automatically. This service reduces the number of declines, reduces membership cancellations, and saves staff time managing credit card issues.

“Daxko Payment Services was the only processor we looked at that had the Account Updater functionality and we knew it would help us serve our members better,” says Flatter. “With Daxko Payment Services, our conversations can be more focused on connecting with members rather than the unpleasant task of hassling them for updated card information.”

Automatically Reducing Declines
The team at the YMCA of Greater Dayton is pleased with Daxko Payment Services. The first time that Proactive Account Updater Service was run, more than 4,000 member cards were updated in Daxko Operations. Since then, credit card returns are down by 20% on subsequent draft dates. “For us to see returns decrease this quickly in just one draft, made our investment worthwhile,” says Krintzline. “And, to not have fees on returns is big for us,” adds Flatter.

Transaction Visibility
The YMCA of Greater Dayton is also quick to point out the benefits of increased transaction visibility they get with Daxko Payment Services. “I like having more visibility because it helps us better serve our members when we can explain why a card declined.”

Seamless Implementation
When asked about implementation, they agreed: “Actually, our implementation was seamless,” says Krintzline. “We have not had one hitch.”

From our Customers: Partnership

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We spoke with Daxko customers and asked them how they view their partnership with Daxko. Here are their stories:

“I’ve seen daxko grow both in the number products and tools that they bring to the YMCA but also as a business and an organization and the knowledge they bring to us has changed over the years and I have definitely appreciated the partnership. In my role in San Francisco, we work closely with the Daxko team to look at new products and to help to develop the solutions that work best for our organization.”

Rachel Pacheco, Association Senior Director of Business Services
YMCA of San Francisco

“I can tell that they have taken the time to get to know us as an organization, to know our culture and to know our brand and they bring that into what they do. I don’t feel like we have to conform to Daxko’s systems or operations but they have brought us a product that helps us serve our communities the way that we are serving them, without having to change how we work.”

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

“If you are looking for a company that will support you not only in your software needs but also in the questions you have about trends and membership and ways to take care of those members. They’re partners, it’s like having an extended family at the other end of your computer…so to speak.”

Joe Paslay, President & CEO
Cleveland County Family YMCA

“They are invested in the Y. They know us they want to be a part of us. They sponsor things, they will lead workshops for us. It goes beyond that where they are constantly seeking feedback, through the community aspect where you can share good, bad, pros, cons. And, it’s not just this empty place we go put our thoughts, it’s read, it’s responded to, it’s added to the roadmap. You can kind of see that they are not just asking, but they are hearing and then they are taking the steps to do the things that we need to make our work in life easier and better.”

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

“It has been great for us to shift our focus on engagement. Oftentimes we think about our wellness staff focused on things such as cleaning equipment, or simply helping someone fixing their form or keeping the wellness center clean and we’ve really shifted our focus and said we want to be more intentional about engaging with our members and having conversations with our members.”

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

“I have learned to appreciate Daxko and appreciate the tools it brings to the table. The staff team has everything at their fingertips for them to be able to be successful.”

Joe Paslay, President & CEO
Cleveland County Family YMCA

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