Not Enough Flexibility
We have been using Naylor/Timberlake for over a year. The system, while easy to use, is very clunky. The event module is dated and poorly executed. Customization of the event modeule is very limited. The registration pages do not look modern and need a complete refresh. The member management module does not allow for importing new members via spreadsheet. If you have 400 new members to add during one month of the year, importing is an absolute necessasry. The process for loading documents for committee members to view is convoluted and time-consuming, The CMS and website has been great. It is easy to use and allows our association to make changes without hiring a tech person. However, it is impossible to access documents or images without being in the process of uploading something to the website.
My biggest complaint is the lack of any in-person training. They basically turn the system over to you and expect the online resources to suffice for more in-depth training. The online videos are dated and frequently do not match what I am seeing as a user. There is not enough online documentation to answer many questions. I find customer support team unfriendly. They seem annoyed when you call to ask a questions.
They sell you what sound like a great system, full of bells and whistles. This is not the case. We will be moving on.
Hi, Naylor AMS User.
Thank you for providing your valued feedback. It is honest and candid feedback like yours that allows us to improve the Naylor AMS, help train our support staff, identify areas/team members that are excelling, and keep our finger on the pulse in terms of client experiences.
As you cited some negative experiences with the AMS, we did want to take a moment and address your concerns. Additionally, please know we’re always open to have further conversations to make sure we can help you meet your goals while using the Naylor AMS.
Events Module:
Regarding our built in AMS events module, we are always open to detailed suggestions submitted through our ideas portal (link located in upper right-hand corner once admin is logged into AMS) on how to enhance the overall look and functionality. As an alternative to our built in AMS event module, we have partnered with EventCart (https://eventcart.com/), which can be integrated with the Naylor AMS.
Highlights Include:
EventCart along with many other third-party integrations are available for install through our Naylor Marketplace (link located in upper right-hand corner once admin is logged into AMS).
Please Note: Many third-party integrations require you to have an existing relationship with the third-party vendor before installation on the Naylor AMS can occur.
Importing new members via spreadsheet:
Our development team has previously discussed a potential enhancement that would allow admins to upload new members via an excel spreadsheet. However, we are unable to provide an exact eta if/when this functionality could be available.
Documents for Committee Members:
Currently, our committee module allows admins to assign committee members as Chairs which allows those committee members to upload individual documents to their respective committee. As with any module that we offer through our Naylor AMS platform, our support team is available to review setup and suggest alternatives for providing documents to committee members.
Accessing uploaded documents and images:
We offer a file library functionality for uploading documents and images to that can be managed in one centralized location. Our support team can provide guidance and instructions on how to best utilize this feature.
On-Site Training:
Upon request, our support team is always willing to schedule online meetings (screenshare) to discuss specific questions or concerns with clients.
Additionally, for an additional fee, we provide on-site training services as well as local training services (held at our offices in McLean, VA). Our support team can provide additional information and availability regarding this, as well as provide pricing options.
Online knowledge base:
We put forth our best effort to ensure that the videos and training materials we provide are accurate and up to date. We are currently reviewing these materials on a weekly basis and making updates/additions as needed. Our support team is available to discuss any additional questions regarding any of the Naylor AMS trainings materials provided online.
We are dedicated to providing our clients with the best customer service experience. Your assigned Account Manager and/or CS Supervisor are available upon request to discuss any escalations or high-level concerns if we were unable to address your concerns here.
Best regards,
The Naylor AMS Team