Appendix A: Future State Proposals

Appendix A: Future State Proposals #

These items represent desired capabilities, system enhancements, and process improvements identified by staff during the workflow review. They are organized by category to support prioritization and planning.

Salesforce Automation #

Related sections: Salesforce (SF), 180 Days Before Renewal, 90 Days Before Renewal, Gate 2: Payment Received, Gate 3: Will Not Renew

  • Automate renewal opportunity creation and route key touchpoints to BizDev and MS.
  • Eliminate the 90-day automated messages. Expand the 180-day window so BizDev has more time to review and prioritize accounts.
  • Automate the 180-day outreach opportunity (currently reviewed manually by BizDev).
  • Build a one-step offboarding action: cancel subscription, disable all associated contacts (PR, community group members for TC; PR and PGB rep for OP), deactivate community group memberships, and notify affected contacts, TC/OP, and committee chairs.
  • Add visual priority indicators to accounts (color coding, flags, or similar).

Salesforce Payment Portal #

Related sections: SF Payment Portal, 60 Days Before Renewal

  • Display SF-generated invoices directly to members in a portal, replacing the manual Stripe payment link workflow.
  • Auto-email invoices to members from SF records, eliminating the manual send step.
  • Flow payment confirmation data (success, failure, authorization) back from Stripe to SF automatically, replacing the manual “mark as paid” step.
  • Send personalized automated renewal messages on the first of the month (e.g., January 1 for all March renewals), including TC community group roles, OP sponsorship details, and invoice.

System Integrations #

Related sections: SF-Higher Logic Authentication, Sage, Gate 2: Payment Received

  • Bilateral API between SF and the community workspace platform (currently Higher Logic).
  • Connect banking to SF payments for automated receipt processing.
  • Integrate Sage (accounting software) with SF and SF payments to eliminate duplicate data entry.
  • SF/Slack integration: auto-populate account notes in SF with meeting summaries and action items.
  • SF/Slack integration: notify a designated channel when retention or roster changes occur on an account.

Automated Notifications #

Related sections: Gate 3: Will Not Renew (offboarding), 90 Days Past Due

  • SF emails TC/OP automatically when a contact is deactivated, an account is deactivated, or a community group role changes.
  • SF or workspace platform emails TC Chairs automatically upon member deactivation.
  • Slack alert to TC/OP Admin when a change could halt committee work (e.g., loss of all Chairs).
  • Centralized ticket/contact tracker for team communications, replacing scattered email threads.

Template Standardization #

Regarding template standardization in 90 Days Before:

ACTION ITEM #

Team to review and finalize template. Track separately.

Staffing and Capacity #

Related sections: 180 Days Before Renewal (BizDev outreach), 30 Days Past Due

  • Additional BizDev headcount to separate new-business development from member retention and upsell work. Currently one person covers both, limiting focus on each.
  • Additional MS or AR support to reduce time spent entering identical information across SF, Sage, and Stripe.
  • Cell phone allowance or dedicated business phone line for direct member calls.

Member Experience #

Related sections: Continuously (status meetings and check-in calls)

  • Dedicated quarterly account review meeting with pre-read materials, supplemented by a Slack channel for async follow-up.
  • Give PRs and TC Chairs admin access to moderate their own workspace groups, increasing member autonomy and reducing staff workload.
  • Evaluate whether OASIS needs a dedicated member relations role covering satisfaction surveys, all-members communications, quarterly newsletters, and renewal process management.
  • Quarterly newsletter highlighting new initiatives, new sponsors, and project milestones.