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2024 End of Year Wrap Up
To our valued customers,
As the year draws to a close, we’d like to take a moment to reflect on 2024 – its highlights, learnings and some of our plans moving forward. We’ll also provide a brief update on the recent Membes Customer Satisfaction Survey.
A notable milestone
This year marked a significant milestone for the Membes team – the 10-year anniversary of Membes AMS. We’re grateful for the role you’ve played in our journey by embracing new technology to deliver value to your members and optimise your performance.
Highlights
It’s been a big year with a whole host of developments and enhancements to Membes AMS. Here are some of the highlights:
- Product updates to future proof your system: Over 35 Membes AMS updates were rolled out to customers this year. These upgrades ensure your system keeps pace with advances in technology, always has the latest data security, and delivers new features to help you work more efficiently and increases member engagement.
- New, improved service delivery for your members: A New AI powered Service Desk Module was introduced to streamline and simplify enquiries so you can better support your members while maintaining integrity and security of all stakeholder communications.
- AI in Membes AMS: We were excited to introduce AI functionality into the platform, bringing smarter and more intuitive features to you such as content generation to increase member engagement, improved SEO of your website and better reporting insights.
- More payment options: Membes has been working closely with Stripe to deliver an increase in payment methods, new payment plans and greater security around payment processing. More exciting improvements are still to come in this space.
- Better insights from your members: Polls and Survey Module enhancements have been introduced in response to your feedback.
- Webinars to build your skills: The mini masterclass-style webinars have been a big success, helping customers master more features and get the most out of their Membes AMS. These will continue in 2025 with a new schedule of popular topics.
- New Membes AMS Software Packages: Membes now offers three options to help new customers get started. With flexibility to choose the level that meets their needs, it makes the onboarding process smoother than ever.
- Timely support from the Membes HelpDesk: The Membes HelpDesk now operates on a maximum 4-hour response SLA. This is just one of many initiatives the Membes team is rolling out as part of our strong focus on ensuring efficient and effective support for our customers.
- Ongoing commitment to security: The Membes team is always working to ensure the systems and data we store is abiding by latest security technologies and protocols. Although these ongoing efforts do not provide any noticeable changes to the system itself, you can rest assured that security practices, improvements and upgrades are always our top priority. As a result, no security incidents occurred in a year that’s seen multiple cyber-attacks on the personal data held by organisations, at a time when the risks continue to escalate.
Learnings
Thank you to everyone who participated in the 2024 Membes Customer Satisfaction Survey. We take your feedback seriously as the survey provides a valuable opportunity to learn more about your views.
How your feedback is used – and actioned
We appreciate all the positive feedback received, particularly in regard to the integrated, all-in-one nature of the system, the efficient management of memberships and its ease of use.
We were equally pleased to hear the constructive suggestions. The Membes team has reviewed each and every response and reached out to individuals where applicable, to assist or address concerns.
We’d also like to share some of the common suggestions received, along with solutions that may be helpful for other customers:
1. Requests for New Features
We always welcome ideas for new features. We have prioritised those that deliver broad benefits across our customer base, allowing us to continue leveraging the scale efficiencies of the SaaS model. These features have been added to our product development pipeline for scoping and scheduling.
The more unique features requested will be captured via the Feature Ideas program where peers can vote to influence prioritisation. We encourage all customers to submit your ideas for new features you’d like to see added to Membes AMS.
2. Feedback About Existing Features
Some customers requested features to be added that are already available in Membes AMS, or for something to be fixed that is fully functional.
We understand this can happen due to the comprehensive nature and vast capability of the system, and lack of familiarity with some of its features. Membes AMS is also highly configurable to the specific needs of your Association, and some of these additional features and benefits are unlocked through the configuration process - which requires knowledge and confidence using the system.
To help you maximize the value of Membes AMS, we offer a range of training and resources:
- Online training courses
- The Membes User Guide
- Membes Assistant
- Webinars (including access to past recordings)
- “Did You Know?” newsletter tips spotlighting lesser-known features.
The quiet January period could be a great time to explore these resources and get reacquainted with your system.
Of course, if you need further assistance, don’t hesitate to submit a HelpDesk ticket (with our new maximum 4-hour response SLA) or schedule an online training session.
3. Feedback on Features Already in Development
Some comments aligned with updates already underway, such as the Communications and Marketing Module and Membes Community. These enhancements will launch in 2025, so stay tuned to our monthly newsletter or LinkedIn page for updates.
4. Requests for Additional Support channels
Some respondents requested additional support channels. To deliver the type of support requested, would require significant increases in fees with disproportionate customer benefit in return. Some respondents seemed unaware of the full range of support options already available.
To ensure an engaged user can fully and effectively achieve success with the system, Membes AMS comes with multiple support channels. These include:
- On demand training: 6 hours of training courses
- Documentation: Comprehensive documentation including written instructions, imagery and videos
- Community: A Membes Community board to discuss any questions or ideas with other Membes AMS users
- Help Desk: Submit a ticket direct to the support team with a 4-hour maximum response SLA
- Online video calls: Schedule a zoom session for one-on-one training and support with a member of the support team
All of this is accessible from one centralised place. The Support Hub. More on the Support hub can be found in the User Guide.
Thank you again for your feedback and support. It helps us continue enhancing Membes AMS for all customers.
The exciting year ahead
As we plan for 2025, we’re looking forward to delivering further enhancements that ensure your system keeps pace with technology and addresses the evolving needs of Associations.
The unwavering focus of the Membes team over the past decade has been to deliver a reliable, secure, stable and feature rich AMS that is accessible to the majority of mid-sized Associations.
Upon reflecting on the achievement of this milestone, we have shifted our attention and efforts to what comes next. Membes is well positioned to ramp up our role in making modern technology accessible to the Association sector - using data driven insights around Associations’ challenges, opportunities and goals, and building on our solid foundation to deliver further benefits to customers.
We sincerely hope that you will be an important contributor to our ongoing journey by engaging as much as you can with the range of support and feedback channels available through the Membes Support Hub.
The team at Membes wishes you a joyful holiday season and a well-deserved break. Thank you for being a valued part of the Membes community. We look forward to another successful year together.
Warm regards,
The Membes team
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