RRCNA knew they needed a change. They decided on Rhythm after hearing positive reviews from other associations, but that was just the first step. Then came implementation. That’s when Laura VanTress joined the team. Laura acted as a liaison between RRCNA and Rhythm, meeting with team members to understand what they were trying to do, and what goal they wanted to achieve. Then, she would interpret that information to the implementation team and learn how to best accomplish the desired outcome through Rhythm.
“Daryl and I spent so much time talking through how to accommodate or update our processes. Most database companies don’t want to talk to you - they don’t really care. Daryl would listen to what we were trying to accomplish and why, and then we’d actually see it incorporated into the product.” - Laura VanTress, Director of Information Systems at RRCNA
Laura did a stellar job understanding all the former processes and requirements and communicating with the Rhythm team to best configure those processes in the platform. Today, Laura configures all RRCNA’s systems to work synchronously, troubleshoots issues, optimizes processes, and ensures her team members have the resources they need to succeed.
Continual Customer Support
Great service didn’t end after implementation. Instead, RRCNA was introduced to Rhythm’s support team, who’s always ready to lend a hand or help solve a problem. When Laura asks for specific documentation on a process, the support team will create resources to help her accomplish those goals.
Recently, RRCNA’s annual conference was changed from in-person to virtual. When that decision was made, the ticket price changed and RRCNA needed to give existing registrants the option to leave the difference as a credit or donate it. Rhythm’s support team was able to put together documentation on processes like invoice modifications, refunds, and creating credits to help Laura.
RRCNA has been a partner with Rhythm since the early days, which means their input has been invaluable as the product has been built. As a part of Rhythm’s Product Council, RRCNA gets early access to new features and has the opportunity to suggest changes. Customers are always welcome to share their ideas and request features - many current features come from these strokes of genius.
For Laura, the most important piece of the support experience is the communication between customers and Rhythm. Even if someone submits a ticket that isn’t included in the next development sprint, Rhythm’s team will reach out regularly to give a status update.
“It’s great to know that you have a voice and the Rhythm team listens to you. They value the feedback. It shows that they actually want the product to work well for the customer.” - Laura VanTress, Director of Information Systems at RRCNA
The team at RRCNA used to have dozens of small issues with their legacy system that affected them daily. They’d submit support tickets or call in, but the updates were never made. With Rhythm, new features and product enhancements are released consistently. Even small changes make a big difference in their everyday lives. While most providers are locked into an interconnected system that can make even small updates painful, Rhythm uses serverless cloud-native technology to innovate at a secure and rapid clip.
“Early on, we learned that we needed to build a system flexible enough to change. For example, Rhythm’s Membership app is “done,” but it’s not really done. We’ll always listen to customer feedback and make updates to valid requests that will improve someone’s experience.” - Daryl Edwards, Director of Product at Rhythm