Naylor Association Solutions Review

We have been using Timberlake for a few years now. I'm an Executive Director of a small association. At the time of the RFP process I was not in this role and therefore did not fully participate in the initial sales experience. It is my understanding that what was promised during the sales pitch is not what we received. Again, I don't have specific examples and instead inherited this tribal knowledge. We did have a rough patch when Timberlake was purchased by Naylor. While I can survive in a web-based environment after some training, I don't have a technical background in software systems. I felt as though I was "flying blind". I found the transition period to be very frustrating as it seemed the staff was stretched thin. I am happy to say that I have absolutely experienced relief to the issues we struggled with during the transition. My customer service rep is 100% responsive to my questions and concerns. I no longer have to log into their system to complete a work order for questions that I have as I now can simply dash an email to my rep. I appreciate working with the same customer service rep each time. We have built a great working relationship and I feel as though we have the association's website working well. The members of the association have had no complaints. From the financial perspective, my Controller instructs me that Timberlake's accounting system has opportunities for improvement. If a purchase is paid immediately with credit card, the system does not track this transaction by invoice number. Transactions are purchases that are paid for the time of purchase or Payments to an open invoice. Billing on an invoice does not generate a transaction. A payment on an invoice DOES generate a transaction. It gets a little messy. In addition, the system out of the box does not create a report for transactions on invoices separate from reporting on invoices only. In addition, there is a report builder that is promoted by Timberlake. However, we don't have access to tables. We imagine we would have similar issues with whatever AMS we would have signed with. I selected "Yes but with reservations" as we have only recently felt as though things were moving along smoothly. If we were another year into this with the same level of service and no major technical issues, I would imagine I would recommend with a "thumbs up".