WALA Case Study
AMPLIFY // CUSTOMER STORIES
How WALA Took Control of Member Growth
Wisconsin Assisted Living Association's (WALA) journey with Novi AMS showcases the transformative potential of an AMS solution built for associations, by associations to support the unique and integral value that associations provide. By adopting Novi, WALA achieved substantial time savings unlocking a path to remarkable year-over-year growth and new benefits for members. Their experience underscores the importance of selecting the right software to streamline processes, empower employees, and drive long-term success. This has allowed its team to redefine its membership management approach, positioning it for a brighter and more prosperous future.
New Communities
Onboarded
Growth Since Onboarding with
Novi AMS in 2020
Revenue Growth by
end of 2022
// CHALLENGE
Reaching a Breaking Point
Before implementing Novi AMS, WALA faced significant challenges, including duplicative accounting practices and decades of poor record-keeping in their previous AMS. This left little bandwidth to focus on member onboarding and retention. When its AMS experienced a critical failure that left the team without customer support during a major conference, WALA knew that something needed to change. WALA contacted Novi AMS seeking a transformative solution to redefine its membership management processes, foster time efficiency, and support rapid growth.
// SOLUTION
Saying Goodbye to Inefficient Processes
Kayla Goodall, Manager of Membership Operations, attests that the organization witnessed a profound shift in operations and efficiency upon adopting Novi AMS. Immediate areas of optimization include:
- Streamlined Automation and Integration: Novi's QuickBooks integration automated routine accounting processes, significantly reducing the time spent on reconciliation during member renewals and event registrations.
- Efficient Membership Application: By adopting Novi AMS, WALA transitioned from time-consuming paper-based membership applications to a fully paperless online system that simplified and accelerated the entire application process.
- Improved Ease of Use: Members and prospects could easily apply for or renew their membership online. Helpful notifications signaled the WALA team to review new membership applications and issue approval In one place.
"There are so many elements that have spoiled me; I don't think I could live without Novi. The non-renew and credit is the best thing! Just one click and the task is done. "
Kayla Goodall
// IMPACT
And Saying Hello to New Initiatives
While Kayla and the WALA team are thrilled with their overall Novi experience, they’re particularly energized by their newfound bandwidth to focus on member services! The ability to automate routine tasks, integrate with QuickBooks Online, and offer self-service member support has significantly reduced time-consuming administrative work—the team saves an average of 5-8 hours a week! Now, WALA has more time to focus on activities that create a real impact for their membership, like
-
New Member Retention Program: Kayla launched a member retention program, enhancing member engagement and satisfaction, with plans to further develop and expand the initiative.
- Expanding Educational Offerings: WALA prioritized learning opportunities for its membership, introducing a new learning and management training program and continuing to offer administrative training with plans for further one-day training opportunities.
- Robust Growth: WALA has witnessed substantial growth, adding 373 new communities since 2020, representing a 73% growth from the year they onboarded. Its overall revenue experienced an 18% growth by the end of 2022.
- Fostering a Culture of Sharing with Novi Users: Novi Exchange --Novi’s online customer community -- has provided unexpected benefits for the WALA Team.
"Novi makes me look good. Novi Exchange has been very helpful, with good tips and tricks shared by others. The culture of sharing information was surprising but in the best way."
- Kayla Goodall
// SUMMARY
More Time to Focus on the Future
WALA's success with Novi illustrates the impact the right association management software can bring. They have saved time by choosing Novi, fueling impressive growth and offering new member benefits. Their experience highlights the importance of selecting the right tools for streamlined operations and long-term success, reshaping their membership management for a brighter future.
“During a busy month (around spring or fall conference), just entering transactions and basic accounting tasks would take at least two days a week to complete. Novi’s QuickBooks integration saves at least 8 hours a month. I used to have to manually enter each and every transaction painstakingly. I feel pretty spoiled now, I almost forget that’s how it used to be! Additionally, it would take a staff member up to a week to complete the board report – which I now can do in under 30 minutes. Now my boss can ask me to submit a new report right before the board meeting, which makes our data more accurate and reflective when the board meetings actually occur. Pretty incredible!“
– Kayla Goodall
// BIO
Kayla Goodall
Kayla Goodall is the Membership Operations Manager at the Wisconsin Assisted Living Association (WALA). WALA is the largest trade association in Wisconsin representing the assisted living profession. Their mission is to support assisted living communities, staff, and residents through advocacy, education, and service.
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