As I mention in this post, having an issue tracker is a key tool for managing all the different issues that arise during the implementation and live usage of an association management system. But for some reason, until just recently, most of the AMS providers did not provide any kind of online system for submitting bugs, issues, requests, etc. I would guess that it’s just in the past year or so that the bigger players, like TMAR, Protech, ACGI, and Avectra, have instituted and successfully used online issue tracking systems. I haven’t seen any of the “smaller” players, with the exception of perhaps MatrixGroup, implement any kind of online system. As far as I can tell, most are still using the old “Excel spreadsheet back and forth via email” routine.
At this point, with technology as cheap as it is, there’s really no excuse not to have an online issue tracking system. They are relatively easy to use, can be made accessible to all, and can serve as a central depository for all kinds of issues. They are especially useful for tracking “wishlist” items that come up, are not critical now, but should be addressed in the future. These kinds of issues typically fall into a black hole if there isn’t one place to put them.
These companies all (rightfully) push “centralized data management” as a key benefit to their own systems, yet they’re not practicing this in the area of issue management. Ironic, doncha think?