InTouch with Members

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InTouch with Members

• Matthew Ruddle
• Customer Service Manager
• Customers Really Matter Developers of the InTouch
  with Members system
• Supporters Direct National Conference 2008

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Our Approach

• InTouch with Members
• www.intouchwithmembers.co.uk
• Asked by SD to build a new Membership Management
  Platform
• Built by Trusts for Trusts to retain recruit and
  communicate with the most important part of your
  organisation
• YOUR MEMBERS

Gaining better control whilst maintaining local
relationships
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What one Trust has said already

• Finally, on behalf of Dale Supporters Trust I
  would like say a very big thank you to CRM, for
  your help advice so far with the InTouch
  Members System.  If CRM can have the same an
  impact to other Supporters Trust's membership
  which has happened to our Trust
  membership..... then the whole Supporters Trust's
  movement looks to be very healthy indeed with a
  thriving membership!NB For the record this
  time last year our membership was ZERO, as we
  didn't get the renewals out till Oct/Nov (never
  had the same impact as 90 in a week!). 
• Here's our 2008/09 membership update for your
  info (before our official renewal
  date 1/7/08)-Total 90 - Adults 55 / Juniors 16
  / Exiles 19New 17 / Repeat 73 / Not Renewed
  283Donations 181Standing Orders 128 per month

Scott Goulding Chairman Dale Trust
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InTouch with MembersNew approach to member
maintenance

• Time saving
• Secure
• Simple to use
• Online database
• Accessible anywhere
• Multiple user access
• Linked to website
• Easy reporting
• Easy grouping
• Easy HTML comms
• Easy mailings
• Easy surveys
• Easy SMS comms
• Easy member search
• Store member payments

InTouch with Members
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What it offers

• A best in class membership database system
• A best in class membership communications
  platform
• HTML template which is unique for your trust
• The ability to load all of your current
  membership data (that comes from a CSV file)
  loaded into your new ITwM account
• Enough credits to contact all of your members by
  email and survey once a month, with additional
  credits available at a reduced market price
• Up to 5 user accounts for use within your trust
  board including 2 separate user levels at each
  trust (super and standard)
• Up to 10 unique data fields for your trust to use
  
• Access to common reports
• Access to other trust shared templates and
  documents

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What it offers

• Links to your website to take member information
  and load it straight to your ITwM account
• Business Hours telephone support and help to
  enable you to use the ITwM platform
• Out of hours telephone support to enable you to
  use the platform out of work hours
• Email and Web user support to ensure you get the
  most from the platform
• Online Training to ensure you get the most from
  the platform
• Opportunity to contribute to the ongoing
  development of the system
• Chance to join the SD ITwM User group to
  continually improve the platform
• Discounted face to face training should this be
  required by your trust
• Guaranteed system uptime and availability
• Guaranteed daily system back ups
• Any time system access from any PC which has an
  Internet connection

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What we will cover

• Overview of the System
• Homepage
• Settings
• My Account
• Members section
• Groups
• Payments
• Reports
• Docs
• Email
• Email Reports
• SMS
• Mailing/Letters
• Labels
• Surveys
• Support
• Contact Information

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The Homepage
On the homepage of the InTouch with members
system you will find all of the menu options as
well as a customisable reports dashboard. The
menus on the top and the left will appear through
out the system
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Settings
Within the Settings area of the system the Super
users can control most aspects of the system
from membership type to the next membership
number to be used. It is also in this section
where you get the code for the data capture forms
and also the members area
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My Account
Within the My Account section of the system the
Super users have the ability to set what the
other users have access to. For instance you can
assign people to look after various aspects of
the system E.G. one user can just look after
emails and all of the communications from the
system but not have the ability to change member
records.
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Members
When you first see the members area of the system
you will be presented with a live grid, this
allows you to scroll through the member list in
real time rather than having to stop and start
all of the time
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Members area
When you select a members record you will see
every bit of information that you have on them
from their name right the way through to how
often they pay the their membership. All of the
other aspects of the system are also pulled into
the members record so they can be easily found
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Members area - Continued
When you scroll down though the members record
you will see all of the information stored on
that members. You can also see the comms
history which stores all of the communications
against that members record.
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Groups
Groups can be used in a few different ways. The
first being to group different types of members.
The second is more important in the fact that
you can create family groups and then use them
within the members record to save you having to
re-enter an address.
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Groups - Continued
When you select a group you can see more details
and also the list of members within that
particular group. To add members to a group you
simply go to their record and then select the
group you want to add them to.
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Payments
The payments section will help trust boards
manage their payments and donations in a simple,
easy to use place. Like everything in the system
this can be linked back to particular members
records to that all the information is pulled
together within the one system.
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Reports
There maybe times where the trust will need a
specific report to be pulled off within the
system. The ITwM system allows users to
generate any number of custom reports on their
members. These can be used then in the
communications section
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Documents
On of the main reasons for the system was the
fact that trust used to have excel spreadsheets
floating around between board members and it
would be hard to know which one was the most up
to date. This is also the case with other trust
documents. The InTouch with Members system
allows you to upload documents into the system so
that all the appropriate members can access those
documents
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Email
Emails can be sent out from the system with
ease, taking the pain of having to copy and paste
email addresses into outlook. The InTouch with
Members system allows you to create fantastic
visually rich emails and then communicate with
every member at the click of a button.
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Email - Reports
With all of the communications that get sent out
from the system you will have tracking
information.
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Email - Reports
The bulk of this comes on the Email
communications that go from the system. Every
email is tracked and will tell you what members
are doing with that email.
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SMS
Text messages are a great way to communicate
better with your members, allowing you to reach
people instantly and on the move. Many trusts
currently use SMS to send reminders to members
about AGMs, etc
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Mailing/Letters
Not every member will want to receive emails so
letters is an option within the system. The
mailing part of the system allows you to do mail
merges and save time with forms as these can be
pre-formatted with tags to pull across all of the
information you want from the members record.
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Letters
Above is an example of a membership letter which
has all of the tags in it. When the trust runs
the mailing all of the members information will
be pulled back automatically saving time.
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Labels
Once you have created you letter you can then
generate labels through the system. This will
allow you to save a lot of time by not having to
write the labels by hand and just print out
peoples addresses.
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Surveys
There will often be times when you need to get
feedback on events, club issues or even just
general feedback. The InTouch with Members
system allows you to generate surveys which can
then be circulated to their member database.
Each member gets the chance to fill in the
survey just once so you dont have one person
voting 100 times
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Surveys - Continued
Like emails you will be able to see all of the
results within the system and as people complete
the survey the results will be collated.
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Support
Support Monday to Friday 8am to 8pm We are
also offering training sessions which can be
conducted online and over the phone which will
help you get to grips with the system in your own
time. Contact us on 0845 310 9973 for more
details and to book your time slot.
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Thank you for your time and good luck with your
trust

• Matthew Ruddle
• e matthew.ruddle_at_yourcrm.co.uk
• t 0845 310 9973
• m 07795 417308