AMS Platform

5 Steps to Effectively Roll Out a New AMS to Your Staff + Members

5 Steps to Effectively Roll Out a New AMS to Your Staff + Members

It’s no secret that implementing a new AMS is hard work. You’ve spent the last several months alongside your team working to build a best-in-class member and staff experience — and you’re almost there!

The earlier you can introduce your members + staff to the new system, the better. Trained users tend to be happier users, so we’re sharing some tried-and-true steps you can take to ensure a smooth AMS rollout for everyone.

1. Consider Your Launch Options

There are a few different ways to announce your new AMS to members. Here are some of our recommendations to ensure the launch goes as smoothly as possible:

  • Soft Launch: Invite small, curated groups (board, committee members, or active members) to test the portal prior to full launch. You’ll see the platform through fresh eyes and gain a better understanding of anywhere the process or navigation might be confusing to newcomers. 
  • Rolling Launch: ​​Invite members to the portal in batches (such as membership type, region, etc.) so as not to overwhelm the system or your team. 
  • Quiet Launch: Allow members to "find" the portal when they have a need instead of sending out any communication. If your association has thousands of members, we recommend a Quiet Launch to prevent overwhelming the system and your staff.

A word of cautionRhythm’s Professional Services team never recommends sending a mass announcement to all of your members as soon as you go live. Everyone will try to log in at once, causing a flood of support tickets and phone calls for your staff (all while they’re still getting used to the new system, too!). 

 
2. Create How-To Videos for Member Portal Login

While change is exciting, it can also be intimidating! For members who weren’t involved in the process of switching AMS providers, the new portal may take some time to get used to. You can help them get started on the right foot with a how-to video for first-time visitors. 

We’ve seen this approach work well in the past, and these are our tips for helping members get comfortable with the new portal in no time:

  • Explain the purpose of the video and what will be covered
  • Speak clearly and with enthusiasm
  • Emphasize whether first-time visitors need to create a new account or log in to an existing one. This is a common point of confusion, and something to acknowledge directly
  • Ensure the video is comprehensive yet short, sweet, and consumable
 
3. Announcing The Switch

You’ve spent the last several months implementing your new AMS, and the finish line is in sight! 

Having some language that has been prepared + vetted ahead of time will ensure your members get all the information they need. Plus,  your team won’t have to scramble to put copy together (reducing the chance of errors).

Think about what communication channels you’re going to use, and create templates for various outreach methods.

 
4. Website Updates

You’ll want to make sure that portal login links are updated on your website as soon as you go live!

If your association has an IT staff member, this part should be easy — just let them know your portal login links need to be updated on the site, and when. Your team may need to perform an audit to ensure no links get missed.

If your association outsources IT to a third-party group, you’ll want to reach out to them well in advance of launch. Communicate what’s happening and what updates are needed, along with the date and time the change will be needed. Then, be sure to test changes after they’ve been provided!

 
5. Gamify Training with Your Staff

One of Rhythm’s customers had the brilliant idea to gamify training for their team, and it was a smashing success! 

How they did it:

  • Theme: Because many of their staff members love Harry Potter, they added characters and data from the series into Rhythm. Having a themed approach created excitement and interest around the training. 
  • Reward: Every time a staff member completed a training exercise, their name was entered in a raffle for an Amazon gift card from their organization!
  • Instructions: The customer didn’t just tell their team to complete a task. They offered detailed instructions on how to do each training exercise, lowering the barrier to entry and risk of frustration from team members.
  • Deadline: Creating a deadline adds a sense of urgency and importance to the training. 

While no project is ever perfect, you can take proactive steps to create a successful rollout experience for both your staff and your members. We hope these tips and tricks help you make the most of your new system!

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