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Virtual Customer Service Initiatives Aim to Boost Membership and Engagement

How OSAP Member SIMA uses virtual engagement to drive member benefits

The Snow and Ice Management Association (SIMA) recently launched a pair of virtual tools to better engage with members and increase membership.

One initiative is weekly “office hours,” during which SIMA staff members are available for two hours to help current members access the association’s products and services, or speak with potential members. The second, a member “valet service,” is designed to help members set up their online profiles, and capture any information that may have changed with those renewing their membership.

Chief Operating Officer Brian K. Birch said the initiatives were the result of a new emphasis by SIMA’s board on membership growth, alongside an effort to put some pandemic-era wisdom to use.

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