Member Management Technology Strategy and Implementation
Successfully implemented a modern, integrated Membership Management System
• Decommissioned the legacy MMS and replaced it with a robust, cohesive ecosystem.
Enhanced member value through new features and improved user experience
• Introduced gated content access, a functional member directory, and eCommerce capabilities, driving increased engagement.
Centralized data management for better efficiency and decision-making
• Eliminated reliance on spreadsheets and workarounds by consolidating all data within the new system.
Enabled future growth and integration capabilities
• Equipped CHFA with a scalable platform to expand offerings and integrate additional systems.
Managed project costs and vendor relationships effectively
• Ensured cost-efficient project delivery.
CHFA was facing challenges with their legacy Membership Management System. Heavily customized over the years, the system had become rigid, preventing upgrades and forcing the organization to rely on cumbersome workarounds and add-on processes.
With limited internal IT expertise, CHFA was not equipped to undertake the important task of identifying a replacement solution and managing the complexity of rollout, integration and change.
Members, meanwhile, derived minimal value from the system, reinforcing the need for a more functional and engaging solution.
Our role as the primary liaison between CHFA and external vendors ensured clear communication and alignment, saving CHFA time and reducing missteps by bridging gaps between all parties. Here’s how each phase of our process delivered tangible value to CHFA:
Initial Assessment of the Legacy MMS
We began by evaluating CHFA’s existing legacy MMS, identifying inefficiencies such as manual workarounds and fragmented data. This step provided CHFA with a clear understanding of their starting point, enabling us to design a new system that eliminated pain points and aligned with their operational goals, ultimately saving staff effort and improving reliability.
Stakeholder Engagement and Vision Setting
By engaging CHFA stakeholders early, we defined success measures and clarified roles, creating a unified vision for the project. This collaboration gave CHFA confidence that the MMS would meet their specific needs, while fostering buy-in across teams, which minimized resistance and ensured a smoother rollout.
Member Data Strategy Development
We supported CHFA in crafting a robust member data strategy, which became the backbone of the new MMS. This delivered value by enabling personalized member experiences—such as tailored communications—and improved segmentation for targeted outreach, helping CHFA strengthen member relationships and boost retention.
Custom Integrations with Existing Systems
During implementation, we coordinated the process of developing custom integrations with tools like ExpoGenie and Microspec, building a seamless technology ecosystem. For CHFA, this meant streamlined operations, reduced manual processes, and fewer errors, freeing up staff to focus on higher-value tasks rather than juggling disconnected systems.
Data Migration Oversight
Our meticulous management of data migration ensured all member information transitioned accurately into the new MMS, eliminating CHFA’s dependence on external spreadsheets. This centralization provided CHFA with a single source of truth, simplifying reporting and decision-making while enhancing data security and accessibility.
Enhanced Member Experience Features
We introduced features like gated content, a functional member directory, and eCommerce capabilities, directly elevating the value CHFA could offer its members. These enhancements increased member engagement by providing exclusive resources, easier networking, and convenient purchasing options, driving satisfaction and reinforcing CHFA’s relevance.
Testing, Launch, and Training
We coordinated comprehensive testing and a well-executed launch, minimizing disruptions to CHFA’s operations. Additionally, we provided tailored documentation and training, empowering CHFA staff and members to adopt the system confidently. This reduced the learning curve, ensured operational continuity, and maximized the system’s immediate impact.
Post-Launch Support and Optimization
After launch, we monitored performance, addressed feedback, and provided ongoing senior IT leadership. This ongoing support ensured the MMS remained reliable and adaptable, giving CHFA peace of mind and a strategic partner to integrate the system into their broader technology roadmap, setting them up for long-term success.
Proactive Project Management
Throughout, we managed scope, risks, and stakeholder alignment with a proactive approach. This kept the project on time and within budget, delivering a solution that met CHFA’s immediate needs—like operational efficiency and member satisfaction—while positioning them for future growth and innovation, such as scalability and new digital offerings.
