Here’s what we all know: one of the biggest risks with implementing a new AMS is the heavy lifting it requires upfront. Especially with small teams, every person needs to contribute to the process for a successful implementation.
As the Executive Director of her association, the last thing Lakisha wanted to do was add one more thing to her staff’s to-do list.
“My team was already doing so much, and I didn’t want to add more work to their plate if it wasn’t absolutely necessary. There came a point where the work that implementation required was better than the pain we’d experience if we didn’t switch.” - Lakisha Miller-Barclay, CAE, Executive Director at the Rubber Division
The team at the Rubber Division was also concerned they would make permanent, irreversible decisions about the configuration of the AMS during implementation, only to realize their mistake when it was too late to change. Thankfully, Rhythm was built with the flexibility to make updates to core settings at any given time, even post-launch.
Detailed questionnaires and in-depth interviews during the implementation process ensured that there was clarity across the board about what the Rubber Division and its members could expect from Rhythm.
After the final systems check, it was time for a launch. The Rubber Division did a soft-roll, where they invited select board and committee members in to look at the system first.
Lakisha recalls, “I contacted an old colleague who I knew was tech-savvy, but not a total wizard. Then, I would ask them to complete basic tasks in the system and see how they did it. I was essentially conducting my own user testing to see what kinds of final updates we could make to enhance the portal experience. When launch day finally came, we were confident that our portal was seamless, intuitive, and ready to share with members."
Continual Customer Support
At Rhythm, great service and support don’t stop after go-live. We’re here to offer resources and help guide you as you settle into your new system.
Shortly after the Rubber Division launched their portal, they had an international member reach out to let them know that some of the menu items weren’t displaying properly. No other members had flagged the issue, so Lakisha reached out to Rhythm’s Customer Support team.
She got a speedy reply from our team who immediately asked if that member would be willing to get on a call. We were able to troubleshoot the issue and solve the problem quickly - together.
Additionally, every Rhythm customer has the chance to request new features to be added to the product. When Lakisha or another team member thinks of a new capability that would save time, reduce repetitive tasks, or make someone’s job easier, they can submit a ticket for review. Every ticket is considered, and Lakisha always receives a speedy response to let her know when it’s been seen. Several of these feature requests have become standard parts of the product, so every customer gets to benefit when there’s a stroke of genius (which happens a lot!).
One of the most helpful resources for Gabrielle Daniel, Accounting Manager at the Rubber Division, was 24/7 access to self-paced Rhythm Academy courses. During implementation, Gabrielle and her team didn’t have time to sit in meetings for two days watching an instructor demonstrate how to use each facet of the system only to forget it later. They needed to learn each functionality as it became relevant to them with the ability to revisit them as needed, and our virtual courses made this easy to do.
Knowledge Checks are short quizzes at the end of each Rhythm Academy course. Sometimes, they ask the user to go into the product and complete different tasks, helping them navigate through each app. This helps everyone get comfortable using the tools at their own pace.
And finally, with Rhythm’s knowledgeable and responsive customer support specialists, Lakisha feels confident in the assistance she receives and feels like the Rhythm team truly wants their customers to succeed. (Spoiler alert: we do.)