Softball in Australia CRM Implementation

to RevSport

Frequently Asked Questions

As at 22 April 2021

FAQ’s - Softball in Australia CRM Implementation move to RevSport Table of Contents Why is changing systems? ...... 4 Why has RevSport been chosen as the systems solution? ...... 4 Why will the system implementation take 6 months? ...... 4 What changes should members notice once RevSport is operating? ...... 5 Can clubs retain their existing non Sports TG websites? ...... 5 Our club has no website expertise so how will we set up a new website? ...... 5 Is Softball Australia conducting a pilot to test the system before going live more broadly? ...... 5 What is the role of the Super User in each state? ...... 6 Will Sports TG continue to be run in parallel whilst implementation is underway? ...... 6 What system will winter season clubs use if they are not an Early Adopter? ...... 6 Will this implementation disrupt registration in our association? ...... 6 Will training on the system be provided?...... 7 Will the system implementation lead to higher registration fees? ...... 7 How are refunds processed in the new system? ...... 7 What if a payment made outside of PIN pay needs to be refunded? ...... 7 Do we know how this new process is operating? ...... 7 Why does RevSport require club bank details before we understand the process? ...... 7 Why are clubs being asked to enter an ABN? ...... 8 How easy is it to get an ABN and administer it? ...... 8 Can a club operate on RevSport without an ABN? ...... 8 What security is offered to clubs protecting their funds if "hacked"? ...... 9 What is the Club's role with the new registration system? ...... 9 What is the Association’s role with the new system - who pays funds to Member States ...... 9 and when? ...... 9 How long is the relationship with RevSport guaranteed for? ...... 9 Who has access/view the Club's bank details? ...... 10 Are we required to submit our bank details? ...... 10 Can the person registering pay the Member State component only and then we as an Association collect our fee manually? ...... 10 Why is the system designed to require a mandatory payments? ...... 10 How do clubs set up payment plans? ...... 10 Will RevSport be able to process Active Kids & other government voucher based offers? ...... 10 Can a club set up a Life Member Class where they do not have to pay the fee at registration? ...... 10 Will RevSport include a permit/transfer system for members wanting to play in other associations or clubs? ...... 11 Will RevSport be able to efficiently set up and manage Come and Try Days? ...... 11 Why does the registration process include more detail than in the past? ...... 11 What is a Softball ID number and why is it needed? ...... 11

FAQ’s - Softball in Australia CRM Implementation move to RevSport Someone is trying to register and it's not working? ...... 11 Who can I contact for further information? ...... 12

FAQ’s - Softball in Australia CRM Implementation move to RevSport Why is Softball Australia changing systems?

Softball Australia, with unanimous support of all Member States and Territories, made the decision to change systems with the aim to:-  Move away from the current SportsTG system which, based on almost unanimous feedback from stakeholders, had not been as effective as needed. The system was also at “end of life”;  The current Digital Footprint for all States, Associations and Clubs was far from ideal. Many clubs and associations still do not have a current website connected through to the centralised internet facility;  Reduction of rework and errors in the current system. This includes manual transactions surrounding membership, fees and payments processing;  Simplify the financial settlements process; and  Club and Association Efficiencies: o Time; o Money; o Marketing and support; o Data; and o Communication.

Why has RevSport been chosen as the systems solution?

Softball Australia assessed 7 systems on 13 different criteria to determine which to choose and RevSport gained positive results on 12 of these. The criteria that was not considered positive related to “transfers and permits” and this matter will be addressed as a part of the project implementation.

RevSport was the clear winner of the assessment process.

As part of this Business Case development, Softball Australia consulted 20 other national sporting bodies in regards to membership structure and database directions.

The findings were:-  Many sports had already moved successfully to Rev Sport including:- o Australia o o Netball NSW: Walking Netball o Sport NSW o Snow Australia o Kosciusko Alpine Club o o Table o  Several others have announced their intention to move to RevSport in the next few years; and  Hockey Australia was the most recent sport to move, of similar dimensions to Softball, and they commented how easy it was to get clubs up and running.

Why will the system implementation take 6 months?

The integration is a big project and Softball Australia is determined to make the changeover with as little disruption as possible.

The project includes:-  Migration of all 8 Member States and Territories;  Training and Mentoring of approximately 575 clubs and 100 Association based administrators;

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 4 of 12  Migration of over 300 existing websites and establishment of 150 others; and  Member assistance and communications.

This project is one of the highest priorities for Softball in Australia and for that reason additional resources have been employed to manage the extra load and mitigate the risks such a project creates. Formal governance and communication processes have also been implemented to ensure the project is well managed and stakeholders are well informed. These include:  Dedicated Project Manager employed to Manage the entire implementation project;  Full-time Systems Administrator based in the Softball Australia office; and  Steering Committee made up of representatives from Member State and Territories.

What changes should members notice once RevSport is operating?

Apart from having to learn a new registration system we believe that members will enjoy the benefits of:  A streamlined & more contemporary registration system;  Enhanced websites with new features & more intuitive functions;  A reduced administrative load for clubs & associations;  Websites that can be more easily managed;  Enhanced payments facilities;  Improved competition management;  New event management options; and  More effective communication.

All key stakeholders in the Sport believe that this will make the process of recruiting and retaining members a lot more accessible

Can clubs retain their existing non Sports TG websites?

All softball organisations will have a RevSport website but are allowed to also have a bespoke website as well if they choose. This would mean 2 websites would need to be maintained. The preferred position would be for all organisations in softball to have professional websites that look and feel similar, and that would be best achieved with the RevSport version.

Current website addresses could be redirected to the new RevSport website to lessen the extent of change for members.

Our club has no website expertise so how will we set up a new website? The new website template that RevSport provides is user friendly and the training provided should help even the least tech savvy person set up your clubs website. Softball Australia will however employ a number of young university interns to assist clubs get started and transfer their content to the new websites.

Is Softball Australia conducting a pilot to test the system before going live more broadly?

A key part of the strategy is to implement RevSport first in “early adopter” associations/clubs to test and better understand the system. Findings during this phase of the project will determine if we are ready to move to broader implementation.

The early adopter organisations were chosen as they play winter seasons so the timing best suited the project plan. The early adopters will be:-  Softball Australia  North Shore (NSW)  Perth Softball League (WA)  Brisbane Softball Association (Qld)

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 5 of 12

What is the role of the Super User in each state?

The Softball Australia project team and RevSport will oversee the project and provide the necessary training to implement the system. Super users in each state will provide support to clubs during the implementation process and ultimately take ownership of the system for their state once live.

The following Super Users have been appointed for each state:-

State Super User Contact Email ACT Ben Kirk [email protected] Northern Territory Mitzi Ferguson [email protected] NSW Lynne Townsend [email protected] Queensland Nicole Watts [email protected] South Australia Kelsie Knuckley [email protected] Tasmania Ev Seabourne & Brenda [email protected] Hanlon Victoria Tim Hatzi & Dani Rigg [email protected] Western Australia Marietjie Haereroa [email protected]

Will Sports TG continue to be run in parallel whilst implementation is underway?

Sports TG will not be run in parallel with RevSport. Once an organisation is in the process of going live with RevSport the use of Sports TG will cease.

Softball Australia will take a copy of Sports TG data in case it is needed in future.

What system will winter season clubs use if they are not an Early Adopter?

We wanted to ensure that all winter associations understand their transition process to RevSport as we've had some questions on this. The following summarises the plan:

 Non-Early Adopter winter associations will register & manage their 2021 competitions on Sports TG (i.e. no change). We have access to Sports TG until 31/12/21 to enable the full season to be completed on the old system  The only change to normal practice is that no new registrations will be taken on Sports TG after 30/6/21. These registrations will need to happen on RevSport. Hopefully this will not create too much inconvenience as the seasons should be well advanced & it may require some manual processes during transition  Non Early Adopter winter associations will be trained on RevSport in May 21. Their portals must be established & operative by 30/6/21  In early 2022 refresher training on RevSport will be provided for all winter associations, including Early Adopters.

Will this implementation disrupt registration in our association?

This project is one of the highest priorities for Softball in Australia and for that reason incremental resources have been employed to manage the extra load and mitigate the risks such a project creates. If any issues arise that create undue risk or potential delays corrective action will be taken to limit any disruption to the registration process.

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 6 of 12 Will training on the system be provided?

Formal training will be provided to all Member States, Territories, Associations, Clubs & Super Users during the implementation process. The system is quite easy to use and members should be able to easily adapt to the new functionality when registering.

Members should expect their Clubs or Association to update them on registrations at the appropriate time.

Will the system implementation lead to higher registration fees?

Softball Australia is funding the system acquisition & implementation of the Project. Fees should not be materially impacted by this systems strategy.

Member fees in the new system are set at each level (National, State, Association, Club). Each organisation sets their fee based on their unique cost model. Through implementation process of the new database each level has reviewed its fees and that in some cases, could affect the end price for members.

There is no set fee formula for clubs and associations other than they need to cover all their costs to be sustainable. For this reason, club fees will vary significantly around the country.

While fees are not expected to change significantly overall, there will be changes to some member classes. For example, at the Softball Australia level fees has slightly risen for a senior player but decreased for juniors.

With the move to online registrations through a secure gateway with PIN payments there are some additional fees if clubs had not implemented online payments before. With extra security features and safety over “cash handling” the additional cost is outweighed by system benefits.

How are refunds processed in the new system?

With online PIN payments, refunds have a straightforward approval process that returns all funds to the members account if required.

Instructions for processing refunds can be found in the help videos of the club RevSport portal or in the resources provided throughout the club onboarding training.

What if a payment made outside of PIN pay needs to be refunded?

If any registration fees are paid manually or outside of PIN pay, there is a manual refund process. Details of how to log refunds in the system and account for them are explained in the RevSport Help resources within club accounts.

Do we know how this new process is operating?

All states involved in the earlier adopter pilots have been positive about the transition. All three involved were able to successfully set up their accounts, turn on registrations and begin setting up their competitions.

There are always some teething issues as people learn a new system, but as understanding of the system growth, so too does the confidence in the system.

Why does RevSport require club bank details before we understand the process?

RevSport includes an online payments system called Pin Payments that will assist clubs

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 7 of 12 administer the sport much more effectively and save a lot of volunteer time. The bank account and ABN details are needed to set this up.

It is important to note that these details are provided so your club can be “paid” through the system. The system will not be able to withdraw money from club bank accounts unless a club has authorized for a refund through the system.

Why are clubs being asked to enter an ABN?

An ABN is needed to enable the Pin Payments system to operate.

It is generally considered good governance practice for sporting bodies to register for an ABN. The key benefits from having an ABN are:- 1. It will allow the organisation to register for the Pin Payments facility in RevSport. The Pin Payments facility is fully integrated into RevSport and the ABN assists with the anti-fraud controls in the system; 2. Most government grants now require a club to have an ABN; 3. You will be able to register for a business name. This allows your softball organisation to operate under a registered, and unique, name; 4. You can register for GST. This has many advantages including allowing you to claim GST tax credits on business operation costs, potentially improving your bottom line; 5. You can register for a .com.au domain name.

What is the downside of not having Pin Payments:- 1. If a club refuses to get an ABN then they won’t be able to take payments online via Pin Payments. This will mean that all payments will have to processed offline and externally to RevSport via bank deposit, cash etc. Without Pin Payments, this will create substantially more administration work, as the range of benefits that come with Pin Payments won’t be available; 2. If payments are taken externally to RevSport:- a. The organisation won’t be able to accept online credit or debit card payments; b. Won’t have their invoices automatically reconciled, meaning that each invoice will have to be reconciled manually; c. Won’t be able to automatically issue invoice receipts at the point of payment; d. Automatic split payments to each peak body won't be possible. The club will have to deposit the full amount and will then have to transfer the funds to the other relevant bodies (e.g. State and National) to whom money is owed. This adds a lot of administration. e. Refunds won’t be able to be processed from their account f. Payments won’t be able to be made mandatory at the point of registration

Having an ABN and Pin Payments will effectively enable a lot of benefits for softball and save a lot of time and cost for administrators.

How easy is it to get an ABN and administer it?

It costs nothing to apply for an ABN & it only takes about 5 minutes to do it. Having an ABN does not change the reporting requirements of an organisation to the tax office. This is determined by the type of entity and organisation is, not whether or not they have an ABN.

Softball clubs can request for an ABN using this link: ABN Registration

Can a club operate on RevSport without an ABN?

Yes they can but they will lose the majority of the benefits from the system and will add materially to the administration load for their over worked volunteers.

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 8 of 12 In this case clubs will need to invoice members through the system and manually process payments linking them in the system.

From there, clubs will be invoiced by the association for all fees (including association, state and national amounts). The invoices will need to be paid and manually reconciled in the system by a club administrator.

What security is offered to clubs protecting their funds if "hacked"?

The RevSport system is being used by a number of sports around Australia and we understand that the security is well controlled. Please bear in mind that the payments module is managed by a business called Pin Payments that specializes in securely managing payments for businesses. The system includes appropriate password security as well.

Should the worst happen and funds were inappropriately taken RevSport or Pin Payments will likely be liable. Softball Australia also has a cyber protection and privacy component to cover in the national insurance cover.

For details on any insurance matters please visit the V-Insurance Softball website: Document Downloads (vinsurancegroup.com)

What is the Club's role with the new registration system?

Club and Association roles is to set up their accounts and online registration process. This involves creating member classes and linking them to the relevant capitation fees from above levels (association, state, national level). It involves setting fees for each of the member classes they will offer and setting up for online payments.

Clubs/associations will be trained on what to do to make the transition to RevSport. This should occur in April or May. Once trained the key things that will need to be done in the system are:

 To set up the member classes and attach them to the state and national classes;  To set the fees for the association & club;  To set up your new website. The template for this is already established so you will mostly have to transfer your existing content to the new site. Softball Australia is recruiting a team of interns to with this project;  The other role is for you to communicate with members on the change and how to register.

What is the Association’s role with the new system - who pays funds to Member States and when?

The system is set to pay funds directly to the Member State and Softball Australia from the member so the club doesn’t have to do it. At the point of registration the member pays a gross amount and the system automatically pays the Club, Association, Member State & Softball Australia their share (that’s why we need your bank account). On top of that all the accounts are automatically reconciled in the system so you can see who is registered and paid - no chasing invoices or manually reconciling member payments or having to organise bank transfers or invoices.

How long is the relationship with RevSport guaranteed for?

We initially have a 5-year contract, & provided we go as we expect to, we will continue for a much longer term. The system is very good so we don’t imagine we will have to change again any time soon.

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 9 of 12 Who has access/view the Club's bank details? Only administrators at higher levels & of course your Club administrators. It should also be known that the bank details are provided so that the RevSport system can pay money into club bank accounts, it cannot withdraw money from any account.

Refunds are processed and delivered back to the account the original transaction came from.

Are we required to submit our bank details? Yes, all Clubs and Associations must provide the organisations bank details for the payments system to work. This is so payments made by the member at registration can flow through into your clubs bank account.

Can the person registering pay the Member State component only and then we as an Association collect our fee manually?

You will have the option to allow “payment plans” for your members (effectively credit terms) but only on the Club & Association portion of the fee. The Softball Australia & Member State fees will need to be paid upfront for registration to occur.

We however strongly recommend against using payment plans because it creates manual follow up work for volunteers & exposes you to bad debts. The reality is that most sports have moved away from allowing credit - you must pay 100% of the fee to register. You will receive step by step instructions on how to use payment plans. It is also covered in your training with RevSport.

Softball Australia and Member States will also be trained to aid clubs to help set this up.

Why is the system designed to require mandatory payments?

It is not good business practice for sporting bodies to allow credit and the majority no longer allow it. Paying for registration shows a commitment to playing by the member. Allowing credit also creates a huge administration load for over worked volunteers and exposes clubs to bad debts. The community has a range of credit options that are available to it and as a result sporting clubs need not take on that role.

The Pin Payments system in RevSport allows members to register using credit and whilst Softball Australia recommends against it, payment plans can also be organised for members on the association and club portions of the registration fee.

How do clubs set up payment plans?

Details on how to set up and administer payment plans will be shared with administrators during training.

Will RevSport be able to process Active Kids & other government voucher based offers?

Yes, RevSport will be able to process voucher systems of this sort as part of the registration process. Each state will have a slightly different process which will be explained during administrator training.

Can a club set up a Life Member Class where they do not have to pay the fee at registration?

Yes. The Life Member Class is set so that your life member does not need to pay at registration however, this member class is NOT free, and there are still costs to be covered for that member.

If a club decides they will offer Life Members “FREE” registration, then they must pay any applicable fees on that members behalf. The member will be able to register without payment and then the club will be invoiced the costs for that member. Please check with your Association

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 10 of 12 and State for relevant fees your club is liable to pay on behalf of Life Members.

The arrangement for Life Members is completely up to the Club. You can charge or not charge Life Members, it’s up to your club to decide, however the fees will still need to be paid.

Setting up member classes for Life Members will be explained in club administrator training.

Will RevSport include a permit/transfer system for members wanting to play in other associations or clubs?

Yes, RevSport will include a permit/transfer system. The process is like that used with Sports TG even though we are looking to streamline the administration as much as possible. More details on this will be provided on this through the administrator training.

Will RevSport be able to efficiently set up and manage Come and Try Days?

Yes, RevSport will include a process to manage Come and Try Days that will include easy registration linkages. More details on this will be shared during the next couple of months.

Why does the registration process include more detail than in the past?

In the transition year, members may be asked initially to complete additional information fields. We are requesting this information to assist softball in Australia to better understand its membership, plan its future and target recruitment and retention into the future. The data will remain strictly confidential and will only be used on a “no names” basis so your privacy will be protected.

These fields will automatically be filled when you go to renew your membership so the extra load really only impacts in year 1.

What is a Softball ID number and why is it needed?

Softball ID number is unique identifier for each member in the new system. The number will be used as a single record in the database for each individual member.

When someone registers for the first time the Softball ID number is automatically generated and saved in their member profile. From then on, members will need their Softball ID each time they renew their membership. This ensures all member records are linked to the one profile and adds an additional layer of security.

Member profiles will contain all playing records, membership and accreditation details linked to their unique member ID.

Someone is trying to register and it's not working?

There are a few known reasons for a registration not going through. Here are a couple of examples.

The member is already in the system: If this is the case a member must select “renew” and not register at the point of registration. They need to renew because their details are already in the system and they already have a softball ID number.

To complete their registration they simply hit renew, enter their softball ID number and complete the forms.

The person's age is outside the range for that member class.

FAQ’s - Softball in Australia CRM Implementation move to RevSport Page 11 of 12 Each member class has a defined range within the system. If a person tries to register for a member class that their age does not fit to, they won't be able to register. They need to select a member class that their age qualifies them for.

Who can I contact for further information?

All queries can be emailed to [email protected] and you will receive a return email or phone call within 24 business hours.

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