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online registrations in the first week
waivers and forms collected online
registrations completed online
Organization:
YMCA
Community:
11 branches, 127 sites
Individuals Served:
40,000
In its 160 year history, the YMCA of Memphis & The Mid-South has grown and transformed in a variety of ways, but never fleeting away from the belief in helping children and creating a supportive environment where kids and families can thrive. Today the YMCA boasts 11 full facility branches that serve over 40,000+ individuals of all ages and segments of their community. That also includes over 7,300 childcare participants in 127 sites in their Early Learning Centers and Before & Aftercare programs.
Having already implemented Salesforce for Case and Lead Management (a solution that proved successful beyond their expectations), YMCA of Memphis & The Mid-South recognized the potential for serving their community members with more efficiency in their operations, and a more positive customer experience in their programs. That is when they turned to Traction Rec to become the technology solution for their organization, which included a comprehensive childcare programming and enrollment management system.
In 3 months, YMCA of Memphis & The Mid-South streamlined its registration process to collect 100% of its childcare enrollments through an easy-to-use and self-serve digital platform.
Prior to working with Traction Rec, the YMCA struggled with inefficient systems and the lackluster member experience for its childcare programming and enrollment management. Some of the key pain points included:
Fractured data: When the Y’s core technology lacked the functionality to serve their most basic needs of programming and enrollment management, they sourced a secondary software solution hoping to fill the gaps. But the two systems were disconnected and the collected data was being stored in separate databases. This proved to be a band aid solution that was costing extra dollars and still wasn’t cutting it to effectively serve their ever growing childcare department. Information became unreliable and had the potential to be inaccurate and out of date.
A cumbersome enrolment process: Completing administrative paperwork took time away from staff, and waiting in a line to submit multiple application forms created a poor and time consuming experience for parents. Prior to using Traction Rec, it wasn’t surprising to see staff bogged down with a multitude of laborious tasks like processing stacks of paper application forms, capturing financial aid information, and manually managing financial transactions and refunds.
Inefficient resourcing: Staffing for childcare programs proved difficult to anticipate because attendance information had the potential to be inaccurate. Poor data visibility and lack of real-time information across childcare sites created last-minute urgencies to plan and resource appropriately. Teachers could often bounce around sites based on fluctuating attendance on any given day.
While YMCA and community center annual memberships are slow to return to pre-pandemic numbers, we’ve witnessed the booming growth and increased desire of childcare offerings.
Organizations that are increasing the number of facilities for childcare have been met with new demands such as complexity of staffing, transportation, and classroom / teacher assignment. In turn, this has created the need for process automation (doing more with less), utilizing data insights (predicting peak enrollments and resourcing), and a desire to enhance both the customer (parents/ guardians) and staff experience (make it fast and easy). These are no longer nice-to-have features in a YMCA’s technology platform, they’re a need-to-have.
Ready to rip off the bandaid, YMCA of Memphis & The Mid-South was set to consolidate and replace their legacy systems with Traction Rec, as the best solution for managing and simplifying the customer experience, all with the power of accurate and real time data.
The solution entailed several key aspects:
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For Parents/Guardians:
For Onsite Staff:
For Finance Department:
For Administrators and Operations Teams:
<stat_table table_id="1">
<stat left="3 months" right="to implement" bottom="from project initiation to go-live" table_id="1"></stat>
<stat left="800" right="registrations" bottom="in the first hour of enrollment" table_id="1"></stat>
<stat left="2,700" right="registrations" bottom="on the first day for one district" table_id="1"></stat>
<stat left="6,300" right="registrations" bottom="after the first week" table_id="1"></stat>
<stat left="100%" right="successfully completed" bottom="through self-service online enrollment" table_id="1"></stat>
</stat_table>
<stat_table table_id="2">
<stat left="7,700" right="secure" bottom="digital check-ins/check-outs a day" table_id="2"></stat>
<stat left="48,422" right="waivers and forms" bottom="collected online. 35,630 that utilized a digital signature" table_id="2"></stat>
<stat left="15,118" right="records" bottom="captured in one centralized system for easy access" table_id="2"></stat>
<stat left="35,679" right="authorized pick ups" bottom="created or updated by parents through the self-service portal" table_id="2"></stat>
</stat_table>