Overview #

This workflow manages Member renewals from initial outreach through payment or termination. The process spans approximately 270 days total (180 days pre-renewal plus 90 days post-renewal) with multiple touchpoints and decision gates. This document covers the Overall Workflow Timeline applicable to both TC and OP renewals.

Roles, Responsibilities, and Departments (Glossary) #

Member Services (MS) #

Staff: Irene

Maintenance of the Salesforce record-keeping, daily review of upcoming and invoiceable accounts, and notification to AR, TC/OP, about the [PLACEHOLDER: confirm cadence] invoice requirements on upcoming renewals.

Accounts Receivable (AR) #

Staff: Irene, Cathie

Manages invoicing, payment tracking, and financial record-keeping in SAGE.

Chief Financial Officer (CFO) #

Staff: Cathie

Makes ultimate decisions on extended delinquencies.

Technical Committee/Open Project Administrators (TC/OP) #

Staff: Kelly, Claudia, Ingrid

Support renewal process with Member contact information and participation insights. This team works daily with Members inside the various project committees. Manages Member relationships, conducts outreach, investigates non-renewal reasons, and coordinates off-boarding communications.

Technical Committees are managed in the Member Portal (currently Higher Logic). Open Projects are managed in Groups.io.

Business Development (BizDev) #

Staff: Holly

Supports strategic account management.

Content Management (CM) #

Staff: Mary Beth

Supports nonrenewal off-boarding process by removing logos from websites and other marketing materials.

Primary Representative (PR) #

Member’s designated primary representative for renewal communications.

Project Governing Board Rep #

Staff: [PLACEHOLDER: Staff name needed]

The PGB Rep develops and manages the overall product strategy of the Project, votes on major releases, and decides if/when to submit work for standards approval. This is an OP-only role.

Key Tool Dependencies #

Higher Logic #

HL is currently the Technical committees’ membership workspace, documentation archive, mailing lists, and events. It is also currently the platform that our Members use to conduct their Technical Committee work and store documentation. It provides functions including:

Voting and balloting for the TC is provided by this platform. TC Chairs have the authority to manage the workspace for the projects they lead and can view all of the Members of that committee and the work being submitted. TC Secretaries are also assigned a higher access role to manage the project. TC meeting calendars are housed and scheduled here. TC mailing lists are sent and documented in HL.

The All Members Mailing list (TC and OP Sponsor only) is housed and documented in HL.

Salesforce (SF) #

Salesforce is an automated customer relationship management system that triggers scheduled messages, manages Member records, serves as a payment platform, and provides Single Sign-On to other dependencies, notably Higher Logic. When a new membership is finalized in Salesforce, the system automatically creates a renewal opportunity for the next cycle.

An automation function sends notifications to MS and BizDev 180 days prior to renewal for general account management. (See Appendix: Salesforce Automation for proposed enhancements to this process.)

Salesforce sends automated messages at 60, 45, 30, 15, 1, and 0 days before renewal.

OASIS dependencies on SF include:

Maintain Member Account information, level of membership, and term start/end dates. Member Accounts and Contacts are managed in Salesforce and are tied to specific community groups. Community groups consist of Technical Committees, Board Committees, and Voting/Members Only groups. Member account information is pushed into the Member platform (currently Higher Logic) along with the specific community group access and user access roles. Maintain Open Project PGB Rep rosters.

The ability to track: Account status, which shows Member status as active or expired and directs MS and TC/OP on roster management and directs CM on website updates. Project status, primarily viewed when bringing a new project to OASIS; once a project is launched, that object contains all related opportunities, accounts, and community Members. Opportunities/Leads for both new business and renewals.

Salesforce-Higher Logic Authentication Integration #

Salesforce serves as the Identity Provider (IdP) for Higher Logic via Salesforce Single Sign-On (SSO) functionality. OASIS Users who are intended to access Higher Logic are provisioned in Salesforce with the appropriate profile and permissions. Only OASIS Members are authorized and permitted to access the Member platform. Public view access is restricted and also requires an account in Salesforce. Higher Logic users without a corresponding Salesforce User Record cannot authenticate through Salesforce.

This means authentication originates in Salesforce, and subsequently, Higher Logic trusts Salesforce to validate a user before granting access. (See Appendix: System Integrations for proposed bilateral API integration between SF and Higher Logic.)

Nature of the Connection (API vs. SSO)

The connection is an SSO-based integration, not a unidirectional API call. Specifically: Salesforce authenticates the user. Salesforce passes a trusted SSO assertion/token to Higher Logic. Higher Logic grants access based on Salesforce’s SSO assertion.

Notes: Membership Agreement, Subscriptions, Invoices, Payments and Receipts are stored at the Salesforce account level.

Salesforce Payment Portal (native to SF) #

Invoice templates are managed and rendered within Salesforce.

Invoices are currently generated as PDFs directly in the Sales Order (Quote object). Invoices can be generated automatically based on Salesforce records or created and adjusted manually by staff via Stripe or the standard Quotes object. Automated emailing of invoices is not yet enabled; staff send invoices manually. (See Appendix: Salesforce Payment Portal for proposed automation of invoicing and payment confirmation.)

Payments are not handled directly inside Salesforce, but through Stripe, an integrated third-party payment processor. This also has the advantage of allowing OASIS to accept credit cards while outsourcing its PCI handling risk to Stripe.

The current workflow: staff generate a payment link in OASIS’s Stripe account and send it to the member. When the member pays, the transaction is processed through Stripe. Staff then manually update the Salesforce record to reflect payment as received.

Funds flow directly from Stripe to the OASIS bank account on Stripe’s normal settlement cycle. Salesforce does not participate in the movement of funds. There is no manual file transfer or separate deposit step.

Sage #

Accounting software.

Remote desktop, not connected to any other platform. (See Appendix: System Integrations for proposed Sage/SF integration.)

Bank Access #

Standalone website.

AR needs access to view and process EFTs. AR needs check deposit hardware and software to process paper checks. (See Appendix: System Integrations for proposed banking/SF integration.)

Groups.io #

Groups.io is a group email service and listserv that maintains mailing lists and subscription management services. It currently serves as the primary TC/OP outreach and Member management tool.

Future state items have been moved to the Appendix.

Overall Workflow Timeline #

Continuously #

Status Meetings (MS Owns Scheduling) #

Bi-weekly renewal status meetings are held, including MS, AR, TC/OP, and BizDev to discuss pending renewals and coordinate outreach. (See Appendix: Member Experience for proposed quarterly account review meetings.)

Check-in Calls #

For CoSAI sponsors: TC/OP scheduling calls with CoSAI PGB reps and PR.

For Premier/High Value sponsors: BizDev, TC/OP scheduling calls with TC or Account PR/PGB rep.

For High Contributing Individuals: MS, TC/OP scheduling calls with TC or Account PR/PGB rep.

(See Appendix: Staffing and Capacity for proposed phone allowance for direct member calls.)

Automated Process #

Salesforce is configured to send PR automated email messages at 60, 45, 30, 15, 1, and 0 days prior to renewal.

180 Days Before Renewal #

BizDev Outreach to Member #

BizDev reviews automated 180-day renewal opportunities generated in SF. BizDev begins an outreach opportunity and determines if TC/OP needs to make contact based on feedback. (See Appendix: Salesforce Automation for proposed automation of this manual review step, and Appendix: Staffing and Capacity for proposed additional BizDev headcount.)

90 Days Before Renewal #

MS Actions #

MS reviews renewal list. MS, BizDev, AR, and TC/OP prioritize accounts and discuss any known problems. (See Appendix: Salesforce Automation for proposal to eliminate the 90-day automated messages and expand the 180-day window instead.)

60 Days Before Renewal #

Salesforce Automated Message #

Salesforce sends an automated renewal message with an invoice to Primary Rep.

Current Process #

MS sends personalized email with invoice attached to Primary Rep and billing contact (if listed). Email addresses any specialized invoicing requirements. Email comes directly from Irene with the goal of all emails sent by the end of the first week of the month. (See Appendix: Salesforce Payment Portal for proposed automated personalized renewal messages.)

ACTION ITEM: Team to review and finalize template. Track separately.

30 Days Before Renewal #

MS Confirmation Request #

MS sends PR, billing contact, and applicable committee/PGB rep contacts an email confirming membership is set to renew in 30 days. MS seeks commitment on renewal.

Salesforce Automated Messages #

SF generates automated email messages on schedule (60, 30, 15, 1 days and 0).

Renewal Date Decision Gates #

Gate 1: Member Confirms Intent to Renew #

Timing: Can occur at any time prior to or during the renewal process.

Actions: MS updates Member’s renewal status in Salesforce. Term extended by one year. Invoice posted to Member’s Salesforce account. MS logs renewal intent to trigger payment reminder follow-up emails in place of renewal confirmation reminder emails.

AR posts invoice in accounting software.

Follow-up: MS and SF follow-up occurs until payment is received.

Gate 2: Payment Has Been Received #

Action: Member’s payment is received.

Result:

MS updates: The Member’s renewal status in Salesforce and the term extended by one year. The invoice is marked paid in SF and receipt is generated. SF then sends receipt link automatically to primary contact. MS also sends receipt messaging and PDF to primary contact and other requested contacts. MS updates the renewal spreadsheet and posts to the appropriate Slack channel for staff review.

Accounts Receivable: Processes the invoice in SAGE/accounting software and files cash receipt.

BizDev: Reviews and updates the 180-day outreach opportunity.

Gate 3: Member Indicates They Will Not Renew #

Timing: Off-boarding is set to begin the day after renewal date passes.

MS Actions #

MS begins offboarding:

1. Sends email to PR thanking them for support, requesting feedback on reason for non-renewal, and informing them they can return at any time.
2. Emails the appropriate offboarding group (offboarding-tc@oasis-open.org or offboarding-op@oasis-open.org) to trigger specific workflows.
3. Updates the member’s SF record and begins offboarding for all contacts in SF.
4. Processes TC offboarding directly; hands off OP offboarding to TC/OP.
5. Notifies BizDev to add the account to the Customer Reactivation opportunity.

(See Appendix: Salesforce Automation for proposed one-step offboarding action, and Appendix: Automated Notifications for proposed automated alerts to TC/OP and TC Chairs on member deactivation.)

TC/OP Actions #

TC/OP contacts the OP sponsor-Member to thank them for support, asks for feedback on why they are not renewing, and informs them they can return at any time. MS is copied on this email.

Gate 4: No Response and No Payment to Renewal Messaging #

Action: MS contacts Member and copies TC/OP, reminding the Member that they must confirm their intent to renew, and that payment is required to remain in good standing.

Specific flows for delinquency level. SF sends post-renewal date messaging at 1, 15, 30, and 60 days past renewal date.

Purpose: To temporarily maintain Member in active status while OASIS pursues confirmation of renewal.

Post-Renewal Delinquency Process #

30 Days Past Due #

MS alerts the renewal group of delinquent accounts status:

The member has not responded to email regarding renewal status, or the member has confirmed renewal but payment has not been received.

MS reaches out to PR again and contacts other billing contacts on file.

If there is a strong existing relationship with the member, TC/OP reaches out to TC Chairs or the PR directly.

MS and TC/OP notify the member that the bill is past due and that continued participation is at risk, and ask whether they intend to renew.

Extended Outreach #

TC/OP may contact other participants to notify them that membership may be disrupted if no response is received.

Action #

If the Member has not responded to the request to confirm their renewal, the team discusses the next steps: additional outreach, or start the offboarding process (see Gate 3).

Template Development #

MS and TC/OP utilize a general template with customization options to present unified and personalized messaging.

60 Days Past Due #

Joint Decision #

A Member with an invoice more than 60 days past due from the effective invoice date is subject to termination.

Additional Time Is Granted #

If there is a PO in process or if the member’s finance team confirms the payment is in process and can provide a timeline.

If No Response or Effort to Make Payment #

TC/OP and MS work together to off-board the account (see Gate 3: offboarding steps).

Discretion Applied #

Upon review of Member information, an extension of time (typically 30 days) may be granted at the CFO’s discretion. MS and TC/OP, too, use discretion when deciding which accounts to deactivate or allow more time.

90 Days Past Due #

Final Action #

Off-boarding workflow started by MS (see Gate 3: offboarding steps).

Exception #

If an OASIS staff person has had direct communications with a responsible person at the Member company and the staff person has presented the CFO with confirmation by the Member for how those funds are to be paid in a timely manner.

Key Decision Framework #

If Primary Rep States Intent to Renew (Early in Process) #

AR: Enters the Member invoice in Sage.

Follow-up Protocol: If payment is not received by renewal time, MS begins the no-payment-specific delinquency flow. SF sends no-payment-received automated messaging. Both flows follow the 1, 15, 30, and 60 days past renewal date non-renewal timeline (see Post-Renewal Delinquency Process).

If Primary Rep States They Will Not Renew (Early in Process) #

MS Response: Updates Member’s record. Asks for feedback via email. Starts termination/offboarding process (see Gate 3).

Overlap with Overall Timeline Process: Check-in calls on a continuous basis for CoSAI sponsors (TC/OP scheduling calls with CoSAI PGB reps and TC PR), for Premier/High Value sponsors (BizDev, TC/OP scheduling calls with TC or Account PR), and for High Contributing Individuals (MS, TC/OP scheduling calls with TC or Account PR). Purpose: understand Member concerns and maintain positive relationships for potential future renewal. (See Continuously: Check-in Calls for the full schedule.)

Important Notes and Considerations #

Communication Coordination: MS, AR, and TC/OP coordinate closely throughout the process to ensure consistent messaging and avoid duplicate outreach.

Prioritization Strategy: At the 90-day mark, MS, AR, BizDev, and TC/OP jointly prioritize accounts based on payment history, engagement level, and known issues.

Discretionary Escalation: At 60 days past due, MS, AR, BizDev, and TC/OP exercise discretion on which accounts warrant further involvement (e.g., TC Chairs, Project chairs, or others) based on account value, relationship history, and likelihood of resolution.

Template Standardization: Team developing standardized templates for past due communications to professionalize tone and customer service.

Salesforce Automation (in the future): System sends automated messages at 60, 45, 30, 15, 1, and 0 days before renewal and at 1, 15, 30, and 60 days past renewal date. These supplement but do not replace personalized outreach from MS and TC/OP. (See Appendix: Salesforce Automation for the full list of proposed enhancements.)

Additional Scenarios: Workflow accommodates Member-requested updates to the account. Specific procedures for these scenarios require separate documentation (e.g., name changes require a new membership agreement).

Appendix A: Future State Proposals #