Like many much-used terms, “digital transformation” is in danger of becoming a buzzword. But the truth is that digital transformation actually means something that’s important to the future of associations.
Let’s break this down.
What is digital transformation?
We looked to our friends at Salesforce for a definition of digital transformation. Here’s how they define it:
“Digital transformation is the process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements. This reimagining of business in the digital age is digital transformation.”
Salesforce also notes that digital transformation is all about the customer. As we move from managing business using paper and spreadsheets to using smart applications, there’s a great opportunity to reimagine how we do business and engage with our customers – with digital technology supporting us.
Nimble AMS in Real Life
We teamed up with Salesforce to explain how Nimble AMS delivers better experiences and empowers smarter decision making for association staff and their members.
What does digital transformation mean for associations?
Especially today, when many associations’ member communications and interactions have gone virtual due to global health concerns, associations must reimagine how they engage with their customers (their members). It’s time to think, plan, and build digitally.
This approach allows you to work more efficiently, deliver a better member experience, and remain resilient no matter what the future brings.
Consider this real-world example:
After moving to Nimble AMS as their association management software (AMS) system, Massachusetts Dental Society (MDS) was able to find new ways to improve their member and sponsor experience through digital transformation of processes that are now tracked and enabled with Nimble AMS. These processes include:
- Branded online member portal:
- Member profile – personal snapshot of account summary, login management, individual order history, and resource center (a members-only store built on Salesforce Community Builder)
- Dues automation – online transaction for processing new members and dues renewals, including annual and payment plan options
- Member donation process
- Online store for companies to purchase exhibit booths, sponsorships, and supplies for MDS’s Yankee Dental Congress, one of the top three dental meetings in the U.S, which attracts about 28,000 attendees each year from around the world
How can Nimble AMS help your association with digital transformation?
As your association looks to change processes or create new ones to adapt to changing business needs, Nimble AMS can help. For example, Nimble AMS offers these capabilities:
Process automation – Nimble AMS allows your staff to save valuable time by automating complex business processes. Without code, your staff can set up automated processes in a few simple steps.
For instance, you can automate aspects of member service, such as answering common questions or renewing a membership, via a chatbot to provide immediate response 24/7 and free up staff time.
With chatbots intercepting and answering more straightforward questions, the more complex inquiries can be passed to a live agent, who can take the needed time to assist the member and ensure a great experience.
Artificial intelligence and predictive analytics – With Nimble AMS, you can use artificial intelligence (AI) and predictive analytics to do things like predict which members are at highest risk of non-renewal. Then, you can reach out to save them before they leave.
For example, Marine Corps Association & Foundation was seeing about 1,000 lapsed members each month. Using Nimble AMS Prediction Builder – which leverages the AI technology, Salesforce Einstein – the organization implemented a solution that automatically identifies members at high risk of lapsing and presents staff with suggested actions to take to prevent non-renewal.
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Online member community – Nimble AMS offers Nimble Communities, which allows you to easily set up and host a branded online member community – a digital home for connections and collaboration.
As you move more communications online, Nimble Communities gives you the technology foundation you need to deliver your association’s experience to members no matter where they are.
Continuous delivery – Nimble AMS provides continuous delivery so the product always includes and supports the latest and greatest features. It also offers a framework first approach that ensures the software is as adaptable as possible to take advantage of new technology innovations that are surely headed your way.
These aspects of Nimble AMS make it one of the best systems available to prepare your organization for digital transformation.