Spirit Rock

The software Spirit Rock was using to manage operations was donor management software, and it was ill-suited for the complexity of their retreat center.

“Before RG, there was so much manual intervention - a registrar had to complete every registration, copying and pasting emails, waiting lists were done in a spreadsheet, cancellations needed to be processed by accounting. And, those manual processes were very complex. Plus, it took a very long time to train new registrars”

Every single task was a multi-step manual process:

• Registrations were a “big to-do.” A registrar had to complete every registration individually.
• Inventory Management was a headache. Each program had to be closely monitored to ensure they didn’t oversell their programs because they lacked the automation necessary to shut off registration.
• Payments had to be manually split so that the donation portion could be identified and parsed out.
• Communications couldn’t be templated, automated or scheduled, so the team had to copy/paste and manually send confirmation emails and customer communications.
• Cancellations were cumbersome and often left customers waiting for days to receive a refund.
• Waitlists were managed by a spreadsheet. After a program was filled, Spirit Rock allowed customers to download a paper form to add themselves to the manual waiting list.