Customer-Focused Renaissance
Submitted May. 15, 2017
I am happy to report that MemberSuite has recently turned a corner. I feel a new attitude emanating from management and applaud the changes they are implementing. Our association moved from YourMembership to MemberSuite in mid-2014. When I hired on a year later, the associationÃs relationship with MemberSuite was strained. Our members were confused and the staff very frustrated. Our implementation of MemberSuite was not meeting our needs. Additionally, we were not receiving the customer service and technical support we needed to improve the situation. In fact, we were left with the impression that as a small association, we were not important enough to MemberSuite for them to work with us to resolve our issues. Thankfully, that all changed when we were assigned a new Customer Success Manager, Candis Kelly, in the Spring of 2016. Candis listened. She understood the situation from our point of view and validated our needs. Candis advocated for us with management and checked in with us regularly. She worked hard to build a positive and effective customer-provider relationship and should be commended. My sense is that MemberSuite management is refocusing on their customers. They recognized they had some big problems and are actively working to resolve them. The relationship between our two organizations has gone from adversarial to supportive. While MemberSuite still has a hill to climb, and as with any system provider, will always have room for improvement, I genuinely feel they are serious about offering their customers a reliable, member-friendly, and affordable AMS.
