Type in your suggestion - new feature or improvement idea

Communications tracking (CRM)

I am posting this suggestion based on email exchange with a client - so that we can get more feedback from others.

Even though we don't normally refer to Wild Apricot as a CRM system, it has many things in common with CRM:

- database of contacts

- tracking of various transactions with each contact

the suggestion is to take this further:

- Add 'Communications tab' to track all communications/actions with each contact: contact date & contact type, follow-up date & type, a note, tracking of emails (opens, links) and links to related correspondence records (email blasts). Among other major benefits, the system could be used for service and sales (fundraising) tracking and reporting, including the all important “tickler file”.

- Add Outlook integration: include a copy of Outlook (client) inbox and sent items in the communications history for each member, to provide a complete picture of correspondence.

I would appreciate input from others.

14 votes
Sign in
Check!
(thinking…)
Reset
or sign in with
  • facebook
  • google
    Password icon
    I agree to the terms of service
    Signed in as (Sign out)

    We’ll send you updates on this idea

    Dmitry ButerinDmitry Buterin shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
    Karl-NCIAKarl-NCIA shared a merged idea: Contact Tracking  ·   · 
    Mike MillarMike Millar shared a merged idea: Have a simple contact management system integrated into Wild Apricot.  ·   · 

    14 comments

    Sign in
    Check!
    (thinking…)
    Reset
    or sign in with
    • facebook
    • google
      Password icon
      I agree to the terms of service
      Signed in as (Sign out)
      Submitting...
      • PaulPaul commented  ·   ·  Flag as inappropriate

        Another big feature of CRMs that's missing is the ability to record relationships - marriage, parent/child, school/student, company/employee etc.

        Also, tracking multiple fundraising campaigns and appeals.

      • Abigail BlackAbigail Black commented  ·   ·  Flag as inappropriate

        Thanks a lot for geting us acquainted with one more variant of crm system. It is rather interesting and seems to be effective in usage but it is always diffidcult for me to changeand try something new. I got used to https://www.bpmonline.com/ - its simplicity and comfortable interface means a lot for me and my company. But in any way - it is always interesting to get some new information in this sphere.

      • Karl-NCIAKarl-NCIA commented  ·   ·  Flag as inappropriate

        This would allow the back office staff to track their communication with members and prospects. Whether, by phone, email, text, or postal. (i.e. Collection calls, general notes, material request, return call request that can be assigned to other staff/member and would notify them of said contact/message)

      • Mike MillarMike Millar commented  ·   ·  Flag as inappropriate

        Keeping track of donor contact information, previous donation history, and details of our organizations contacts with each donor.

      • TimTim commented  ·   ·  Flag as inappropriate

        Why is member communications not added to the roadmap, or something that you would tackle for the time being? This is essential to all membership systems, when working with the multiple communications that an organization or association works with for it's members.

      • TimTim commented  ·   ·  Flag as inappropriate

        Add ability to include notes and history, and other simple CRM functions, like simple date and time stamps, in order to meet the needs of the organizations tracking and member service notes. I've remained very surprised that this doesn't already existed, or isn't in the 5.0 upgrade. We are forced to updates and maintain a separate database from our Wild Apricot membership system, which is timely and costly.

      • xockxock commented  ·   ·  Flag as inappropriate

        I have a really basic need: I need to have a database for tracking when members call with a request for service. I need to assign it to a staff or board member to follow up on. I need to send periodic automated reminders to senior staff if a call remains unresolved after a set time. I need to see when/if the member request has been filled.

        This looks a lot like a customer support tracking system. What does WA use to track the requests for action from subscribers?

      • John Batdorf - MI Green TeamJohn Batdorf - MI Green Team commented  ·   ·  Flag as inappropriate

        I have to say as much as I like Wild Apricot, its communication features seem disjointed (i.e. Sent Emails are in Settings) or lacking. A major feature of any member management system seems to be the ability to track all communications with the member, including mass and individual emails, phone calls, and regular mail (individual and packages).

      • John Batdorf - MI Green TeamJohn Batdorf - MI Green Team commented  ·   ·  Flag as inappropriate

        This is available or in the works in the CRM systems (NEON & CitySoft) I have used and reviewed (several), but obviously not a big issue until WA emails are tracked.

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        Also, FYI - one thing we have in our pipeline is full tracking of all outgoing emails per contact (email blasts as well as automatic emails). I think this is closely related to what is being suggested - but I understand that you are also suggesting to track other interactions/actions and follow-ups (e.g. phone calls)

      • Dmitry ButerinDmitry Buterin commented  ·   ·  Flag as inappropriate

        I would appreciate more input re Outlook integration - examples of other systems doing this.

        As far as I understand, we are talking about displaying local Outlook data filtered by a specific recipient email.

        I have not come across this kind of functionality before. I can imagine this is possible in IE via ActiveX objects (and probably would require some installation/security settings to allow for a webpage to interact with Outlook) - but I have no idea if this can work in other browsers.

      Feedback and Knowledge Base

      Wild Apricot Inc. 144 Front Street West Suite 725, Toronto, Ontario, Canada M5J 2L7