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 Daxko’s Proactive Account Updater Service automatically checks for outdated cards prior to the scheduled draft dates and updates cards automatically.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.”

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

By | Customer Experience, Facilities, Industry | No Comments

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!”

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:

Following Up on Feedback

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This is the second in a series of posts about how we utilize customer feedback. Catch the first post, Our Customer Survey Philosophy, here.

It’s the new year! As I am sure you are at this time of year, we are goal setting. We want to be the Most Loved software partner in the health & fitness space and that isn’t just a 2017 goal it is our vision for the future…and we believe your feedback is a big part of what will help us achieve that goal.

Ever wonder what happens after you complete our survey?

As a follow up to my last blog post, I want to give you an update on our actions since our most recent request for your feedback on how we can get better at providing you and your organization. Our mission is to become the Most Loved and in order to do that, we must earn your trust and deliver exceptional experiences with every interaction you have with our team and our products.

We want to thank the 550+ people who took the time to share opinions and experiences with us. We learned a lot from the survey comments and we were able to find themes throughout the comments that helped us uncover actionable items.

Our team reached out to over 180 respondents to get more information on your comments in order to take appropriate actions. Here’s just a few of the outcomes you can expect from the feedback we received:

  1. Improved communication on our product road map including delivery timeframes
  2. Enhancements to our training offerings for all platforms
  3. Friday Free Consulting time for our CSI/SpectrumNG customers (and the same offer stands for our Daxko Operations customers as always!)
  4. Webinars showcasing product release enhancements and best practices
  5. Consistency in system performance and fast resolution to long term cases

This isn’t the end of the story. We will continue reaching out to more of you each quarter following our survey to ensure everyone has a chance to be heard. Of course, your input is welcome at any time outside of our quarterly surveys as well. My email is mharrison@daxko.com.