No System
To track urgent inquiries
Lack of expertise for rapid survey deployment
The AWB team needed to quickly ramp up their survey capabilities during the pandemic but lacked the technical knowledge and best practices expertise to build effective questions, manage distribution lists, and track trends at scale.
Traditional communication channels overwhelmed
AWB lacked a systematic solution to capture and track urgent member questions about health & safety supplies and PPP loans, instead of relying on phone and email channels that quickly became overwhelmed during the pandemic crisis.
Limited feedback infrastructure for strategic decision-making
AWB's occasional, ad-hoc member surveys provided no clear data on priorities or satisfaction, making it impossible to allocate resources effectively during rapid crisis response.
Member trust threatened by uncertainty
With 90% of members employing fewer than 100 people, AWB needed to prove its value as a trusted information source while member needs evolved rapidly across diverse industries.
