To Customize or Not to Customize Your Association Management Software

‘Customize’ is a buzzword when it comes to association management software (AMS). Many vendors highlight their product’s power to be customized—but just because you can, does that mean you should?

Here are a few points to consider before rushing to customize your AMS.

Examine Your Processes

The software of many AMS vendors, especially those with large client bases, is built on association best practices. At Avectra, we’ve seen more than 1,000 organizations streamline operations with our software. If you think your organization is so different that your software must be customized, you might want to ask—does it make sense to be that different, considering that the software meets the needs of so many other organizations? Take an open-minded look at your SOPs. Might it be more cost-effective and efficient to adjust your processes, rather than write custom code?

It’s time for soul searching, and perhaps the need to overcome the “We’ve always done it this way” mentality. It’s hard to break from habit, but maintaining the status quo might make your job more difficult—and you don’t want to sink costs into customizations that will later be rendered obsolete.

Configuration & Extension vs. Modification

Imagine a house. Replacing windows or adding a porch onto the existing structure is generally okay, but if you want to rearrange the dishwasher, oven and fridge, you’ll have to work with plumbing, gas and electricity. And when you’re finished you might not have a much better kitchen– you’ll merely have given yourself a headache.

The same is true when it comes to your AMS. Configuring or extending the software to work for your organization is a much safer option than modifying its base code. Look for a product that is inherently flexible, with definable fields and built-in tools to tailor the existing system – or integrate with third-party applications – to meet end user needs, all without leaving the upgrade path. If modification is absolutely necessary, be sure your vendor guarantees that such modifications will work with future upgrades.

Calculate the ROI

Take a close look at the business model for customization. You might find the possible returns on investment of your exceptional items aren’t worth the cost or complications to pursue.

The Association of Governing Boards (AGB), for example, recently moved from a highly-customized product to Avectra’s netFORUM Pro, which “met 90% of our needs right out of the box,” said Joan Menzer, director of membership services. Rather than investing in customizations, AGB now saves money by tweaking business processes and configuring the system to address the rest of its needs.

Or you might find it’s more expensive not to customize if the labor for high-volume processes is more costly—and there are cases where customization not only makes sense, but it’s smart strategy.

For example, the National Defense Industrial Association (NDIA) has doubled its business volume since 2001 without needing to add staff, largely due to its business automation strategy that required customizations to Avectra’s netFORUM Enterprise, said Thomas Nordby, NDIA’s assistant vice president of business operations.

The key to choosing smart customizations is to examine the reasons for any particular project. Will it generate incremental revenue? Save money? Or is it simply because that’s how you’re used to doing it?

__

The bottom line? Just because you can does not mean you should. Rather than start with customization, see if there’s a way to modify your processes. Explore configuration and extension. Calculate the risks and benefits of customization, and move forward only with those that make strategic sense.