Driving Satisfaction With a 360 Degree CRM View
It used to take up to several days for a member’s issue to be resolved – a new CRM solution for ClubLink has helped them “ace” member satisfaction.
ClubLink is engaged in golf club and resort operations. Canada’s largest owner and operator of golf clubs, they operate 53½, 18-hole equivalent championship and six 18-hole equivalent academy courses at 44 locations, primarily in Ontario, Quebec and Florida. The flagship course is Glen Abbey which is home to the PGA Tour’s Canadian Open.
ClubLink needs to run smoothly across a variety of complex operational divisions including course management, revenue tracking, member billing, event, wedding and tournament management. Managing a single member’s every point of contact with the company across all potential interactions is a challenge.
When members made enquires or raised concerns, it was often days or weeks before a response or resolution occurred. Customer service was not running at an expected level. Members and staff were frustrated with the ineffective communication process.
All ClubLink member information is now available instantly thanks to a powerful CRM system that ties disparate systems together and provides a full view of each member with a mouse click. Automated workflows act to escalate and notify management when member concerns aren’t addressed in a timely manner or when severity thresholds are realized.
Member Services staff can now view all of a member’s information with one click of the mouse. By providing a centralized, 360 degree view of each member, ClubLink ensures that member service and satisfaction is never taken for granted. ClubLink is always on top of each member’s needs providing the highest levels of service.