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Challenging and not as expected

Customer Service
2
Does your AMS vendor respond to your organization's requests in a timely and thorough way?
Ease of Use
2
Reliability
3
Customization
3
Membership Size: 
101-500
Industry Type: 
Finance / Insurance
Organization Type: 
Trade Membership
Primary Job Function: 
Chief Staff Officer (#1)
Number of Years Using the AMS: 
1-3 years

When we set out to find a new AMS, we looked at a number of companies but found Weblink to include a lot of what we needed. We are an organizational based association (as opposed to an individual) and were pleased we could have a company as the member along with having the company's employees tracked on their level of interaction. The demo was done very well and were shown the system's full capabilites which appeared to be staight forward and fairly intuitive. Transitioning from what the "sales" team told us to the operational side of things were a different story. The worksheets provided to map your customer data information were very complicated. They were bascially excel files that required a couple of hours alone in training in how to use. Staff spent several days worth of time mapping the variou data fields and then uploaded to the system. By accident on a weblink staff's part, the entire worksheet was deleted and had to be reconstructed.

Interface:

Once uploaded, the Weblink interface is challenging and has a high learning curve in how to properly use and execute functions a simple as running a meeting report. The company encouraes users to attend their annual users meeting in the midwest to learn how to use the system  more efficiently but that's not always an option based on time and expense. The company has merged with MemberClicks but we haven't seen any functional improvements on the Weblinks platform. It appears anyone going foward post merger will likely see something differnent but previous Weblink users will stay put on the legacy system. We're about 12 monhts into using the system and still limping along. 

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