Transforming Association Management: How TCSA Saved 30% of Administrative Time and Unified the Member Experience
Company: Tennessee County Services Association (TCSA)
Industry: Government / Association
- 30% time savings on vendor and exhibitor management
- 60% reduction in paper registrations
- Complete elimination of duplicate member profiles
- Consolidation of membership, events, and communications into a single hub
The Challenge
A Small Team Buried in Paperwork and Disconnected Systems
The Tennessee County Services Association (TCSA) serves around 2,000 county mayors, executives, commissioners, and highway officials across the state. Despite the size of their membership and the scale of their events—which include three major annual conferences and a 75-vendor trade show—TCSA operates with a dynamic, four-person team.
To manage this workload, they relied on a legacy software platform that had become a major operational bottleneck. The system felt outdated, with web graphics akin to a Windows 95 computer, and it forced the small team into highly manual, siloed workflows. Because the platform's user journey was confusing and frustrating, many members simply gave up and resorted to mailing paper checks and faxing forms. At peak times, the TCSA office felt like a post office, overwhelmed by physical mail.
Worse, the system allowed users to easily create duplicate accounts rather than recovering lost passwords. TCSA ended up with thousands of outdated emails and hundreds of duplicate profiles, making communication a nightmare.
For Carol Engroff, Assistant Director for Administration, the frustration extended to basic daily operations and support. Managing the massive database manually was draining the small team's resources.
"We only have a four-person team in this office that handles that. When you have over 1,800 officials and you basically have to touch everyone's record in the system, it's time-consuming for sure."
When the team needed help, their legacy vendor—a massive global conglomerate—offered a disconnected, overseas support experience that left them stranded.
"The old system was cumbersome and difficult to navigate. Whenever we had any issues, we never really could get help in an easy manner. You had to submit a ticket to explain your problem... Many times during the process of trying to resolve an issue, you would talk to multiple people because it was just in a queue, and whoever happened to be the one to talk to you is who you dealt with."
The Solution
A Unified Hub Built for Associations
With their contract up for renewal and member frustration mounting, TCSA went looking for an all-in-one solution. They needed a platform that could seamlessly handle membership management, complex event logistics, and communications without requiring the team to invent "cheat codes" and workarounds just to get through the day.
They found their answer in Engagifii. Engagifii provided a purpose-built, unified platform that allowed TCSA to consolidate their disjointed tools into one central hub. Members could now log into a single portal to update their profiles, pay invoices, and register for events.
Just as importantly, Engagifii provided the true partnership TCSA had been missing. Instead of waiting days for an overseas support desk to answer a ticket, the TCSA team gained direct access to a highly responsive, US-based support team that understood the unique needs of a small association.
"When we were looking for a platform, we were looking for an all-in-one solution. We wanted membership management, event management, and logistics to deal with revenues and payments. Now they can sign up, check their user profile, and do all those things in one hub."
The Results
Streamlined Workflows and a Cohesive Team
The transition to Engagifii transformed TCSA’s daily operations, delivering massive time savings for the staff and a vastly improved digital experience for their members.
30% Time Savings on Vendor Management For Carol, managing the massive fall trade show used to mean printing paper forms, emailing vendors, and manually assigning booths to ensure competitors weren't placed next to each other. With Engagifii, Carol simply uploads the exhibit hall map, prices the booths, and lets vendors select their own spots online. Automated invoicing and self-service registration have saved her 30% of the time she previously spent managing individual vendors.
"By using Engagifii, I was able to save 25 to 30% of my time touching and working with each individual exhibitor and vendor over the way we used to do it, which was basically a paper file of doing everything."
60% Reduction in Paper Registrations Because Engagifii’s registration process is highly visual and intuitive, even TCSA's less tech-savvy members have easily adopted it. The platform prevents duplicate profiles by forcing password recovery, ensuring clean data. The streamlined user journey has been so successful that TCSA has seen a 60% reduction in paper registrations, eliminating the mountains of physical mail that used to flood the office.
"With our prior platform, the frustration of the process drove a lot of people to paper registrations and faxes, which took a while. With Engagifii, we streamlined the process so much, and our members have migrated to it so well that we've easily reduced paper registrations by 50 to 60%."
A Cross-Trained, Agile Team Perhaps the biggest internal win for TCSA is how Engagifii has united their team. In the old system, individual staff members had to memorize specific hacks to complete tasks, creating operational silos. Today, Engagifii’s standardized workflows mean the team is fully cross-trained. If one person drops a task, another can seamlessly pick it up and move it to the finish line.
By replacing a disjointed legacy system with a unified platform, TCSA didn't just upgrade their software—they empowered their small team to work cohesively, operate efficiently, and deliver a modern, frictionless experience to the local leaders of Tennessee.