Building a centralized service hub for community support

Optimizing Your CRM


Meet your constituent’s and member’s digital-first expectations with a centralized support system in just 4 weeks.

Now more than ever the customer service experience an organization provides is as important and valuable to a customer than the products and services provided. The customer-service centric culture is here, and for community centers, that means a member’s best experience anywhere has now become the expectation everywhere.

In just 4 weeks, Traction Rec’s Member Service Accelerator can empower your busy team to collect, manage, track, and respond to inbound member queries within a centralized case management hub.

In this webinar, we cover how to create a consistent and positive customer support experience, the immediate benefits your members will experience, and the “big wins” your organization will gain by adopting a centralized member support system.

Here are some highlights:

  • [7:54] What prompted YMCA Delaware to invest in a case management tool
  • [11:53] The need for a case management solution across multiple locations
  • [15:12] Creating cross-departmental visibility of requests with a central hub
  • [17:50] Demonstration of Salesforce case management tool
  • [32:39] Integrating call center tools to leverage staff resources and create efficiencies
  • [36:11] Benefits of case management for members, staff, and the organization
  • [50:55] Implementing Salesforce case management in just weeks

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Key Takeaways

On using case management today

“We've only been using case management for 15 months, and in that time we've opened close to 66,000 cases. So a little more than 1000 cases per week, with around 980 of those being closed per week. If we didn't have a way to track them, I'm sure a lot of those would would fall through the cracks.”

"The business resource team processes membership terminations, holds, payment updates, membership changes. All of those requests are being filtered through the  branches to us. We have a full picture of what we've done for a member because we're using cases, and can now link the member's case to their account."

On the benefits for members

“For our members, if they're having a system related problem, they really never have to wait more than 12 hours to get an answer. And, most of them are resolved within minutes.”

“Because we're using all these processes, my senior leadership is not hearing as many complaints as they would. With this in place, we can get back to people quickly and help them the best that we can, even just to let them know we're working on their problem, and I think that's helping us overall as an organization.”

On staff managing requests more efficiently

"We've been able to have so much more visibility into what are people asking, how quickly we are able to attend to them... [identify] how we can help them. For our teams we've been able to centralize a lot of requests... not with a spreadsheet where we're striking through and highlighting trying to keep track of what's been done. [With case management] we can keep it organized, have a list view, and once we finish [completing] the request it's done."

On using case management for staff support

"It's worked out so well for us that we use it for [staff] new user requests and when people are requesting new software. We've found that it's really helped us stay organized and focused and get back to people as quickly as we can."

"We are now bringing in our internal (staff) support questions. It's been amazing to see how much work we're doing in a day, how many people we're getting questions from, and types of questions, so now we know what we need to work on as a team."

"We've expanded it include our HR [Department]. They have their own processes for employee terminations. Those cases are able to have their own special flow so that [HR] are able to manage their work specifically to the way they need to manage it."

Meet our panelists.

Emily Glading

Emily Glading

Senior Director of Information Systems, YMCA of Delaware

Vanessa Providence

Vanessa Providence

Senior Operations Director, YMCA of Memphis & The Mid-South

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