What Language does your Software Speak?

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mtenhakenThis is a guest post from Mark Ten Haken, Director of Information Systems for the Greater Green Bay YMCA. In this post, Mark shares his experiences when searching and selecting a new YMCA software provider. 

Guppy, SACC, AOA, MFA, Engagement, Retention, Termination, Renewal….what language is that? I bet if you show that list of terms and acronyms to somebody outside the Y, you get an entirely different set of answers than if you show them to Y staff. Yes, we at the Y speak our own language but does the software we use understand it?

When we started the process of selecting a software vendor, we developed an extensive list of functionality requirements. Can the software handle 2nd child discounts? What about 3rd party billing? Is there social media integration? Can we draft people other than the 1st and 15th of the month? Is there a simple way to print invoices? Will the software handle gift cards to our expectations? Is there a convenient way for people to join online? Can you divide your campaign into teams? Are there reports for this…are there reports for that? ….well, you get the idea. These things (and more) are all important things to consider when selecting a software vendor.

After you have put together your long list of functionality requirements. After you have developed the surveys you will distribute to staff to evaluate vendors. After you have crossed your ‘t’s and dotted your ‘i’s, there may be one final question that you should consider that may be the most important one of all; what software best speaks the Y language? At the surface this may seem insignificant or overly simplified, but after you give it some thought, the answer to the question in invaluable.

For a decade, we struggled with a piece of software that got lost in translation. What we considered a terminated membership meant something different in the software we were using. A renewal wasn’t really a renewal as we think of it. Retention was hard to measure when the system didn’t quite know how to treat a renewal or termination…an upgrade from an adult membership to a family membership? …whew!.. that really skewed the retention measurement. What about member engagement?…that might as well been Martian language to the software we were using because it didn’t understand the concept. How do we expect staff to be effective and efficient when they, and the software they are utilizing to better serve and engage members, speak two different languages?

We shouldn’t need translation between all the terms, concepts and measurements that are involved with the Y model and the software that serves us. We shouldn’t need a translator to accurately measure what the Y considers to be a terminated member, a membership renewal, or a retained member even if the member upgrades from adult to family. We shouldn’t need to compromise customer service because answers are hard to find. We shouldn’t need to bend and mold our way of doing things to fit into the confines of a piece of software that doesn’t speak our language.

We should expect our software to understand social media integration. We should expect our software to accurately measure year over year terminations and new member comparisons. We should expect the software that we use to understand MFA, SACC and AOA. We should expect our software to understand the need to quickly serve and provide answers to members either online or at our front desks. We certainly should expect our software to intimately understand and measure member engagement so we can better serve our members. We should expect our software to speak the Y language. Daxko speaks our language. What language does your software speak?

Our Customer Survey Philosophy

By | Customer Experience, Engagement, Industry, Organizational Health, Trends Reports & Surveys | No Comments

“Where DOES my feedback really go?”

At Daxko, each and every team member takes your feedback very seriously! It helps us continue doing the right things right and the other things better.  We wouldn’t be in business without you, our wonderful customers, so thank you.

As you may have noticed, we have recently changed the way we solicit your feedback. For some of you reading this (our legacy Daxko customers), you’ll remember we used to ask a lot of questions twice a year. For others like our CSI customers, you may have never received a survey at all. Now we are surveying all customers quarterly, with just one question plus an opportunity to provide additional comments. This simple, yet well tested approach, gives us insight in a quick, easy way and increases the likelihood of more people responding.

We care about what’s important to you.  In fact, we read Every. Single. Comment.

Daxko’s goal is to have each of our customers be a RAVING FAN. We know we have to earn this status and are working hard to achieve it. It’s no joke to us.

Finally, once you give us your candid feedback, we get to the best part. Starting with our October 2016 survey, a Daxko team lead will be calling to “close the loop” with many of you who gave us the opportunity to hear your feedback, positive and not-so-positive.

Why do we do this?

We care about what you think, and we want to provide you with EXCEPTIONAL EXPERIENCES.

These surveys help us do that in 3 key ways:

  • Understand your feedback on a deeper level
  • A chance to resolve any outstanding items
  • Share any relevant updates

We think this type of two-way communication is SUPER important for a strong partnership!

So, thanks in advance for your feedback.

 

Molly Harrison is Daxko’s SVP of Services. She and her team work to create exceptional experiences for Daxko customers each and every day.

Our Customers Say It Best: Daxko Customer Success Team

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We had a chance to talk to some Daxko customers about their experiences with our Customer Success Team.

“Probably one of my favorite parts of Daxko is just the customer service. The kindness and sincere caring about what we’re going through and what we’re dealing with on our end.”  -Kendra Augustine, Cleveland County Family YMCA

“When we have a question or an inquiry or a problem we put that into support and the feedback is quick. We know we aren’t Daxko’s only customer, we’re not Daxko’s only Y but…they are a very responsive company. That is appreciated because I know that’s what our members want from us.”  -Angela Wallace, YMCA of Memphis & The Mid-South

“I feel them smiling when they are emailing. I feel them smiling when they’re on the phone, and it really is always just such an upbeat response, yet it’s still professional. You can be professional and still be personal and Daxko’s just found a great way to blend those two.”  -Molly Frederick, YMCA of Greater Birmingham

“It was great to have the support of the Daxko team…In previous conversions and implementations we didn’t have as much support so it was great through the 17 week period to have the Daxko staff help us work through and think through processes that we would need. In particular, Standard Operating Procedures which we have found to be just priceless in terms of our ability to operate and for our staff to be able to have set of practices that they can look at and help them along the way as they navigate through Daxko Operations.”  -Jarrod Covington, YMCA of Memphis & the Mid-South

“It’s about relationships and I think we are in the relationship business so to work with a company that is also about relationships is important. I think it makes transitions easy as there is new software rolled out or new products…when we are ready to make that move it’s already there.”  -Angela Wallace, 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 the questions you have about trends and membership and ways to take care of those members, they are partners and it’s like having an extended family at the other end of your computer. I have learned to appreciate Daxko and to appreciate the tools that it brings to the table and provides the staff team [with] everything at their fingertips to be successful.” – Joe Paslay, Cleveland County Family YMCA

A Recap of Daxko Reach

By | Customer Experience, Facilities, Industry, Mission Delivery, Online, Organizational Health | No Comments

Brivo LogoThis is a guest post by Jonathan Polon, Director of Business Development for cloud-based security company, Brivo. Daxko recently partnered with Brivo to provide SaaS-based facility access controls to health and wellness organizations across North America.

I recently had the opportunity to exhibit on behalf of Brivo at the annual Daxko REACH conference in Birmingham, Alabama. The majority of YMCAs and many JCCs in the United States use Daxko Operations software to run their associations.

During his keynote, Dave Gray, CEO of Daxko, announced the new partnership between Daxko and Brivo to the Daxko customer
community. The partnership will allow Daxko’s customer base to run their facility access directly through Daxko Operations software. This will be made possible by integrating with Brivo’s cloud-based access control system Brivo OnAir. The new product will be called Daxko Facility Access.

The customer base at the conference received this concept very well. Key benefits of the new partnership include:

Security:  Increased level of safety at the facilitiesdaxko_facility-access-grey
Efficiency:  The ability to run this key function through the same platform being used to manage other functions allows for a smooth operations
Groups and access levels:  The new product allows for the smooth creation of various access levels based on association membership within Daxko Operations
Data:  As Daxko deepens the integration it will allow association managers to gather critical data on the utilization of their facility that can be used to inform decisions on the design and use of facilities.

Brivo is an ideal partner for Daxko as our flagship product Brivo OnAir, like Daxko Operations, is a SaaS-based solution. Brivo has also put substantial resources and effort behind the Brivo API, which allowed for the easy integration of the two systems.

The Brivo team is excited to begin working with Daxko to help the YMCAs and JCCs carry out their great work and mission.

To learn more about the partnership, please read the full announcement.