CUSTOMER SUCCESS STORY

Creating “The Experience That Members Can’t Live Without”

Industry: Healthcare (Membership Organization)

Products: Experience Cloud

Physician Assistant Education Association (PAEA) supports physician assistant educational programs and professional development in the United States, with 270 member programs and over 4,000 members. 

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 The Challenge

  • Existing platform for member engagement provided little flexibility for engaging members.

  • As PAEA’s programs grew, member experience remained rigid due to their existing technology. 

  • Limited ability to promote member interaction, track member-staff interactions, and understand users’ interests

The Solution

  • With their vision of “an experience that members can’t live without,” PAEA leveraged Experience Cloud to create a differentiated, personalized, “one stop shop” for their various member types.

  • Using Experience Cloud “out of the box” capabilities, PAEA deployed 

    • Gamification with automated badge allocation for community contributions

    • Member Alerts and Daily Digests for new relevant content

    • Flows for frictionless member workflows

    • Drag and drop UI components for a bespoke, on-brand design

Benefits

  • Ability for members to access to peers for professional development and idea sharing.  

  • Improved staff experience, allowing them to be more responsive and knowledgeable about member preferences.

  • Reduced cost to serve through self-service capabilities such as online receipt access.

  • Great flexibility to evolve through a single platform that serves multiple personas, and extensibility to add new capabilities (PAEA is now adding a commerce element to their community)