Naylor Association Solutions Review

We are using the latest version of the Pro edition of Timberlake software. We implemented in 2012 at a time when Timberlake was taking on many new clients and it quickly became apparent that they did not have the capacity to handle the needs of so many new clients. We've had some issues with the design of our website (styles not working properly, etc.), but the most positive aspect of Timberlake, and the reason I "recommended with reservations" instead of giving it a thumbs down, is the website part of the package really is fairly easy to use and makes it convenient to give multiple staff the ability to update and manage website content. The main issues we have had with Timberlake include: - Unreliable financial reporting for conferences -- the conference reports are not directly linked to the financial information. So any change made after the initial registrations (e.g., a discount given after the fact, or adding a guest registration after the fact), is not reflected on the conference financial reports. - Excruciatingly slow response time to many requests (this has improved since Timberlake was acquired by Naylor). - The customer service is spotty -- at times, I feel like the person trying to help me does not take time really understand the problem. As a result, resolution often takes longer than it should. - No way to track customer requests and if they have been completed or not. They do not currently have a ticket tracking system or any way to check on the status of issues reported. This can be especially confusing when you have several issues being worked on simultaneously and when response times are slow. - When "upgrades" occur, they often break things that were previously working on our site. So I feel the need to be constantly double checking -- we can't just use the software, we are in continual trouble-shooting mode. - The training, especially on running reports, was not very helpful.