MEMBER SERVICES
New Database Streamlines Service Options
For the last several years, the Kiawah Island
Community Association Board of Directors has
prioritized investment in technology to elevate
the association’s service capabilities. After a
two-year process, KICA is now in the final stages
of implementing Salesforce, a robust technology
platform that will integrate formerly siloed
technologies, streamline internal processes and
provide an online service portal for members.
A new member portal will launch in early
September on the association’s website. The portal
will enable members to view and pay statements and
assessments online, view their household account
data, update their contact information, report issues
or submit inquiries to KICA, and engage with other
community members. It will provide the ease of selfservice,
and the visual confirmation of all household
information and activity.
A secure and robust database is the foundation
of the association, and was the impetus for the
decision to implement Salesforce. Behind the
scenes, Salesforce is the replacement for an array
of technologies that were antiquated or inefficient,
and it automates some formerly manual processes.
KICA’s critically important database of property
records and contact information for members, their
households and commercial businesses are being
transferred into Salesforce.
Yet, Salesforce isn’t just a database; it’s a scalable
platform that connects all of KICA’s most important
technology tools. Similar to a smartphone, it
performs essential functions (storing your contact
list and allowing you to make calls and send emails),
but the functionality can be expanded by adding
apps. Salesforce houses KICA’s database, but the
association has also chosen to add or integrate other
technologies.
KICA’s work order system will now be executed in
Salesforce and will integrate with property records.
For example, if a member requests a mailbox
repair, it will be noted on the property record, and
members can view the status of the request in the
member portal. Email marketing communication
tools will be replaced with Salesforce tools that will
connect seamlessly with the contact database. The
Sandcastle’s check-in and point of sale system will
be replaced with Salesforce tools that will integrate
with member account information.
The launch of Salesforce marks the achievement
of some significant association technology goals: a
singular view of all members and data; a scalable
platform that ties together KICA’s service tools;
self-service capabilities for members; an increase in
productivity and automation; and a decrease input
redundancy.
While this is a giant step forward for the member
experience and employee service capabilities, this
is the first of several planned integration phases,
and not all member or employee service tools will
be transitioned for the September launch. The gate
access management system and the Sandcastle pool
reservation system will be maintained as separate
portals. KICA has a second implementation
scheduled for 2021 and will continue to transition
more capabilities into the Salesforce platform over
time.
2 | KIAWAH ISLAND DIGEST