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Making it Easier for Members to Communicate and Interact with their Society

Society of Gastroenterology Nurses & Associates (SGNA)
SGNA is a professional organization of nurses and associates dedicated to the safe and effective practice of gastroenterology and endoscopy nursing. Membership numbers 7,200, and includes Registered Nurses, Licensed Practical/Vocational Nurses, technicians, and affiliate members such as vendors, managers and consultants.
Challenge: When members of the Society of Gastroenterology Nurses & Associates (SGNA) experienced difficulties with an outside vendor while registering for their 2001 annual conference, they uncovered the need for a more effective member interaction process throughout the organization. Association leadership asked SmithBucklin to develop a customer service and quality assurance program that could identify service gaps and provide meaningful service metrics.
Solution: Working with SGNA's management team, who understood the unique needs and preferences of the members, SmithBucklin adapted its in-house document management and database software programs to develop a holistic, closed-loop system through which staff could solicit feedback from members following any interaction with them. Using the comprehensive iMIS membership management system, the staff was able to easily record all member and prospect contact and resolution information. Wherever possible, processes were automated and all contact and resolution data was made available to staff on a real time basis.
Results: Since implementing the system, SGNA members reporting a higher level of satisfaction, due in large part to the staff's ability to routinely identify member's concerns and address them quickly. In addition, because SmithBucklin upgraded its existing software programs, the solution remained cost effective for SGNA to implement. And by creating an easy way for members to provide feedback - both positive and negative - the staff has enhanced its overall customer service delivery while also creating stronger relationships with members across the entire organization. The system is now being replicated for the benefit of other client organizations.





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