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San Francisco JCC centralizes member data to improve the quality of service
Impact
93%
reduction in billing time
33%
reduction in credit card declines
Organization:
JCC
Community:
1 Campus, 3 Preschools
Individuals Served:
75,000
OVERVIEW
A vision centered around people
With so many different ways for a member to engage with the community center, the Jewish Community Center of San Francisco (JCCSF) aimed to centralize all of this valuable customer data. They struggled to collect data from disparate systems that could not integrate or communicate with a central platform.
Founded in 1877, the Jewish Community Center of San Francisco (JCCSF) is the oldest Jewish Community Center (JCC) on the West Coast, servicing over 75,000 members each year - making it one of the largest JCC's in the country. The JCCSF has a mission of building and preserving the Jewish Identity, through which they have created a community by providing educational, social, cultural and fitness programs to the community and are open to all.
A full solution for managing all community center operations
The JCCSF has been engaged with Traction since 2014, when we began to help with their existing Salesforce implementation and build out membership management and billing. Over time, ongoing maintenance and development became a lot to bear on their own; the JCCSF believed in Traction’s vision of "all operations centered around people" and we discussed the idea of a partnership with Traction and their fellow JCC's.
The JCCSF decided to support Traction in the development of a full solution for managing all community center operations on the Salesforce platform. The resulting application is Traction Rec and the JCCSF is the first community center to go live with the platform.
Traction is a great partner and the leadership is incredible. They listen and truly understand what we need. It’s been a smooth process because they’ve developed an amazing product with special attention to the customer-facing staff.
Adrian Breitfeld
Chief Financial Officer, JCCSF
challenge
Improve the customer experience
For years, the JCCSF has been trying to better understand their members with the ultimate goal of improving their experience. With consolidated data they wanted to be able to answer questions such as: “who are our members?” “how much do individuals spend?” “how much do they spend as a family?” and “which members are at risk of giving up their membership?”
With so many different ways for a member to engage with a community center (ie. visitor, camper, event attendee, donor, volunteer, member, parent of members, etc.) the JCCSF struggled to centralize all of this valuable data. Customer data was collected in disparate systems that could not integrate or communicate with a central platform, preventing JCCSF from truly understanding their members and building a 360 degree view.
Specific objectives in improving the customer experience included
- eliminating paper usage
- gaining member engagement metrics
- presenting members with relevant programs based on past history
JCCSF also wanted to improve their employee experience. Whether working at the front desk, volunteering to run a day-camp or program, conducting a spin or dance class, or managing and collecting donations, JCCSF employees were looking for a more effective way of doing their job. JCCSF wanted to not only provide a great member experience, but also push the growth of the community center in programming, resources and members served.
Solution
Prioritizing and understanding the community members
Traction Rec took an implementation approach to centralize JCCSF’s operations around "the person," prioritizing the understanding of who they are, what they’re interested in and what they’ve done. This allows them to learn about their connections: who they know, the relationships they have and all the touch points they have to their center.
Traction Rec is an application built natively on the Salesforce platform for managing the day-to-day operational needs of community and recreation centers. Rec includes membership, program, booking and point-of-sale modules that can be implemented and customized individually. Traction Rec contains more than 300 custom lightning components.
- Traction on Demand implemented Version One of Traction Rec, which leverages the Nonprofit Success Pack (NPSP) and Customer Community licensing. Version one includes several core modules.
- Membership management module: More than 20 membership types including family, individual, community, aquatics and more, recurring billing, membership scanning (2000+ scans a day, physical card printing, and more).
- Program registration module: Including supported workflows for child care and camp and consisting of camp management, child care, check in and check out.
- Customer Community: An online portal for program registration, bookings, receipt collection and printing, and more.
- Booking and contract management: These functions are performed within Traction Rec, pertaining to rental contracts and equipment rentals.
- Point-of-sale: This leverages Traction Pay – a proprietary payment processing application built on the Salesforce platform.
- Integrated subledger: This underpins the entire system and ensures that revenue is posted correctly when it should be (for example, recognize punch pass revenue when the pass is scanned not purchased) as well as billing schedules and payment processing.
We saw an opportunity to build a system that's centered around members. That leverages the power and accessibility of the cloud to help community centers adapt and grow.
Greg Malpass
Founder and CEO of Traction on Demand
REsults
The first of its kind, developed on Salesforce
For the Jewish Community Center of San Francisco, the application provides a consolidated view of members on one platform. Whether through integration with their backend financial systems, or through the various modules of Traction Rec, the JCCSF can now consolidate payment history, programing history, donations, child care, camp and additional member activities into one database. This includes all member contracts, permission forms and bookings, which has drastically reduced their reliance on hard-copy paper forms and manual data entry.
With monthly membership billing of approximately $1 million, it previously took 4-5 days to prepare to bill. It now takes approximately four hours. This has also resulted in a reduction of credit card declines from 9% to 6%. Single sign has been implemented for all transactions within the Center.
JCCSF can now also leverage targeted communications and smart programming recommendations. With better insights into a member’s history, the JCCSF can target those members with relevant programing offers and communications, resulting in a better conversion of services.
Traction Rec was developed alongside the JCCSF with full consideration of their ‘ability to’ statements. Leveraging Traction Rec and the Lightning framework, employees now have an easy to use, intuitive system that provides all necessary data and information in one consolidated area. This has improved efficiency, reduced manual data entry and provided a better overall experience.
"We saw an opportunity to build a system that is centered around the member. That leverages the power and accessibility of the cloud to help community centers adapt to member needs, improve the quality of service, deliver a great customer experience and take the guesswork out of programming.” - Greg Malpass, Founder and CEO of Traction on Demand
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