Anytime from anywhere access
Using Salesforce technology and Traction Rec’s membership functionality, the YMCA launched online membership sales and a customer self-service portal. For the first time ever individuals and families could purchase or renew their memberships anywhere and anytime through the self-serve and mobile compatible portal. Now, individuals could access programs and services immediately, without the reliance or constraints of staff availability.
In anticipation of the Memorial Day weekend membership rush, the Y also implemented a customized automatic email for onboarding new members, to include specific wording and instructions on what to do when they arrived at the Y, how to get their cards activated, and how to access the pools over the long weekend.
Within the self-service portal, families were also able to access and update all of their household details - from contact information, to payment methods, program registration, before and after school care signup, forms and waivers, and more for everyone in their household. All of this could be done without contacting the Y, alleviating the administrative workload for staff and empowering members to engage with the Y whenever and wherever was most convenient for them.
To keep an eye on sales by location and help anticipate spikes in attendance, the appropriate staff were notified every time a new member signed up over the long weekend as well as real time reports they could monitor across all branches. With their new online membership sale process and detailed welcome email in place, staff went home on Friday night to enjoy their long weekend.