Case Study: YMCA of Delaware boosts online membership sales and self-service engagement with Traction Rec

How self-service member capacities boosted engagement for Delaware YMCA

The Delaware YMCA, a community organization serving 100,000 individuals across seven branches, faced a significant challenge reactivating memberships after pandemic closures. Their legacy system required all transactions to be handled in-person or over the phone, which threatened to overwhelm staff and create a poor member experience, especially during an anticipated surge on the Memorial Day weekend. To address this, they partnered with vendor Traction Rec and implemented its membership functionality on Salesforce.

Traction Rec’s solution was a self-service portal that enabled online membership sales, renewals, and profile management. This allowed 274 new members to register without any staff support over the holiday weekend, with 100% of all membership sales processed online. The automated onboarding process streamlined the experience for new arrivals and freed staff from administrative tasks, ultimately boosting member engagement and operational efficiency for the YMCA.

YMCA

Emily Glading

Senior Director of Information Systems