Soft Trac's journey working with nonprofits

1. HOW TO MAXIMIZE
CUSTOMER SUCCESS
OUR JOURNEY WORKING WITH NONPROFITS
SOFT TRAC, LLC

2. Dedicate Resources
Soft Trac DEDICATES 100% of its resources to serving the needs of the nonprofit community.
There are many great software service providers, we even know some, but Soft Trac is one of a
few who dedicate themselves solely to serving the nonprofit community.
Key Points –
Focus on a Specific Industry
Go Deep not Broad
Understand Unique Needs
Connect in that Space
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3. Make It Personal
For Soft Trac, it is PERSONAL. Everyone from the top down has a passion for helping
nonprofits ‘do good better’.
Key Points –
Hire the Right Employees
Share a Commitment to Your Mission
Achieve a Deeper Connection to Customers
Display True Empathy
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4. Listen Carefully
Soft Trac LISTENS. We are the only service partner that we know of that has an active Customer
Advisory Board (CAB). Soft Trac's Customer Advisory Board (CAB) is an important tool that helps
us understand their needs and provides an opportunity to discuss the current issues impacting
our customers. It gives our customers a chance to let their voice be heard.
Key Points –
Pursue Feedback
Provide Opportunities for Input
Show that You Hear Them
Understand Their Needs
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5. Become Experts
We are EXPERTS on the software we sell. Our staff has extensive background working in and
for the nonprofit community. Soft Trac’s consultants are not only certified consultants, but are
certified trainers, which means they have spent many hours learning the software, recertify
annually, and can provide you with quick detailed responses to your questions.
Key Points –
Know Your Products and Services
Seek Out Learning Opportunities
Obtain Certifications & Stay Current
Accept Speaking Invitations
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6. Provide Quality Products
Soft Trac partners with only BEST-IN-CLASS SOFTWARE publishers. When we are approached
by a software vendor or seeking one out, we always make certain that their software will
serve the needs of our client base.
Key Points –
Select Premium Products
Ensure Product Meets a Customer Need
Evaluate Options Carefully
Revisit Regularly as Market Evolves
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7. Focus on Service
For Soft Trac, it is not about software, it is about providing SERVICE. We are there for you
every step of the way. From the installation and implementation of the software program to
providing ongoing learning opportunities. We are here for you.
Key Points –
Understand Purchase is Only Step One
Commit to Entire Process
Develop Ongoing Relationship
Establish Regular and Consistent
Communication
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8. Manage Projects
Soft Trac COORDINATES the project for you. We help you streamline your processes so that you
can focus on achieving your nonprofit’s mission.
Key Points –
Simplify Process for Customer
Coordinate Project Components
Establish Primary Oversight
Become the Go-To Person
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9. Prioritize Training
We understand that people have different learning styles. That is why we offer an array of
different methodologies to TRAIN your staff. We can come to your site, have you come to our
classroom or provide training remotely. It is up to you.
Key Points –
Recognize Learning Styles
Prepare Clear Agenda
Include Hands On Practical Component
Revisit Training Regularly
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10. Establish Ongoing Communication
We STAY IN TOUCH. We join nonprofit associations, send you notices via email and call for a
variety of reasons throughout the year.
Key Points –
Realize Communication is Key
Establish Consistent Check-Ins
Employ a Variety of Communication Methods
Become Trusted Advisor
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11. Be Available
Soft Trac’s management team is ACCESSIBLE. Have a question or just having a bad day, call
Darla or Susan anytime.
Key Points –
Ensure Customer Knows How to Reach You
Respond Quickly to Inquiries
Keep Customer Updated on Progress of Open
Issues
Establish Coverage for Vacations and Let
Customers Know
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12. Understand Needs
Soft Trac incorporates your VISION into the outcome of every project. Soft Trac
will ANALYZE your needs and customize the solution for you based on your organization’s
requirements.
Key Points –
Begin with Thorough Discovery
Identify Customer Needs
Determine Product Fit
Revisit Requirements Throughout Project
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13. Work Together
TEAMWORK is not just a buzzword at Soft Trac. Our highly trained staff collaborate with each
other, when necessary, to ensure the outcomes we promised.
Key Points –
Collaborate for Success
Recognize Key Strengths of Other Groups
Include Customer in the Team
Coordinate Together To Reach Goal
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14. Look Ahead
FORWARD THINKING. Soft Trac always seeks out new ways in which we can improve or serve
or offer new technologies that help our nonprofit customers.
Key Points –
Stay Up to Date on Trends and Changes in Your
Industry
Understand Customer’s Evolving Needs
Regularly Evaluate and Update Offerings
Incorporate Research & Learning into Your
Routine
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15. Contact Soft Trac
Karen O’Connor
Account Manager
SOFT TRAC, LLC
63 New Gloucester Road
North Yarmouth, ME 04097
(207) 221-2542
www.softtrac.com
Soft Trac Blog: http://info.softtrac.com/blog
Social Media: @SoftTrac