The YMCA of the North is dedicated to helping its members and participants thrive
The YMCA of the North believes that everyone deserves a chance to succeed, no matter what their background or income. It brings together people of all ages, incomes, and backgrounds, helping its members and participants to thrive at every stage of their lives.
Responsive, intuitive customer service is a core part of this commitment to the community, with the YMCA offering a wide range of programs and services. These include health and wellness, childcare, sports, summer camps, social groups, and more. It backs up these offerings with outstanding customer service that’s powered by ServiceNow Customer Service Management.
The YMCA didn’t have the customer service platform it needed to deliver a great customer experience
Darren Alick, senior director of customer experience at the YMCA of the North, explains, “We had a legacy service desk tool, but it couldn’t track our member and participant interactions. When you have more than half a million contacts every year, that’s a serious problem. We were slow to respond and things slipped through the cracks in some instances. Our members were frustrated. For example, if they sent us an email and followed up by phone, we had to collect their information all over again. And, because we had no consolidated interaction history, we had no way of knowing what we were doing well and what we needed to improve.”
Information intake was another major issue. Darren says, “We wanted to make it easy for members and participants to submit information online— for instance, providing a health certificate when they sign their child up for summer camp. However, we couldn’t create the dynamic forms we needed to collect this information. Everything was manual and cumbersome.”
The YMCA responds faster, works more efficiently, and delivers an intuitive, secure customer experience
According to Darren, “We knew we had to replace our legacy tool, and ServiceNow ticked all the boxes—it delivers a fantastic customer experience, lets us track all our interactions across multiple channels, and it’s HIPAA and PCI compliant. Online information intake is a perfect example. Members and participants simply choose the category and subcategory they want, and ServiceNow automatically displays the right dynamic form. Once the member submits the form, it’s instantly routed to the appropriate team, so we avoid triage delays. Agents can see the member’s or participant’s entire interaction history, so they don’t waste time hunting down information. And ServiceNow gives us the data and reporting tools we need to measure and improve our performance.”