Introduction
For over 26 years, Christy Smith has faithfully served Indiana Avenue Baptist Church in Lubbock, Texas. From wearing multiple hats in her early years to her current role as Human Resource (HR) and Database Technology Administrator, Christy has witnessed the evolution of church operations firsthand. In 2020, Indiana Avenue transitioned to TouchPoint Software, an all-in-one church management system. This case study explores how TouchPoint has empowered their church, improved its processes, and supported its mission.
The Challenge: Outgrowing Legacy Systems
Indiana Avenue Baptist Church has a large and dynamic congregation, with an average worship attendance of 1,000-1,500 across multiple services and a staff of 115. Managing data and processes for such a vibrant ministry is no small task. Christy described their previous church management software as an increasingly frustrating system.
“Once they sold, their customer service tanked,” she explained. “They told me issues were my fault even though I was using their product in the cloud.”
Recurrent issues like unreliable recurring giving, insufficient tools for database management, and poor customer support ultimately drove Indiana Avenue Baptist to seek a better solution. Additionally, the legacy system’s outdated interface created inefficiencies for staff managing registrations, member data, and donation management.
The Solution: Transitioning To A New Database
In 2020, Indiana Avenue Baptist Church decided to implement TouchPoint’s all-in-one church software. The transition came with a bold decision: bringing over “garbage data” from the old system.
“I chose to bring a lot of garbage into TouchPoint and clean it there rather than lose records,” Christy shared.
Although the database still requires ongoing cleanup, the functionality and support from TouchPoint made the transition worthwhile. Christy emphasized the importance of reliable customer service:
“I don’t get blamed when the product doesn’t work. TouchPoint’s staff is quick to respond and answer my questions.”
The Results: Key Benefits Of TouchPoint
1. Partner-Centric Support
Christy highlighted how TouchPoint’s partnership philosophy sets it apart:
“TouchPoint really sees themselves as a partner and co-laborers, as opposed to clients. Everyone I’ve dealt with genuinely believes in what they say.”
From consulting to onboarding, the team’s commitment to supporting Indiana Avenue’s ministry has made a lasting impact. Regular consulting sessions have been instrumental in optimizing TouchPoint’s functionality for Indiana Avenue’s unique needs, such as streamlining event registrations and configuring custom searches.
“We’ve done quite a few consulting times, and that’s great because they get in, and they look at our data, and make it work for us…which is just a huge plus and well worth every penny spent for it.”
2. Improved Database Functionality
TouchPoint’s robust tools have addressed many of the church’s challenges. Registrations, a critical feature for Indiana Avenue’s numerous events, now operate seamlessly. The church uses registrations extensively for events like college retreats and children’s camps, which previously struggled with duplicate records and missing information.
Christy emphasized how the registration system has simplified event management:
“We do a lot of events, so registrations are huge for us, and [so is] having a system that works.”
“The mobile app will be huge because it eliminates login issues, the biggest barrier to registrations,” Christy explained. “People can log in from their phones, reducing errors and creating a smoother experience.”
3. Enhanced Data Management
While database cleanliness remains an ongoing task, Christy has leveraged TouchPoint’s tools to make progress:
“I do a lot of custom searches to clean up records. This allows me to review and archive the appropriate records.”
The ability to archive outdated records has allowed Christy to focus on creating actionable, accurate data. Looking forward, she is excited about implementing Process Builder to automate repetitive tasks and save significant time for ministry staff.
Lessons Learned
Indiana Avenue’s journey with TouchPoint Software underscores several key insights for churches managing similar transitions:
1. Invest In Training: Christy has taken it upon herself to create a 100-page training manual and recorded Teams meetings for staff to revisit instructions and tutorials. Although resources are available through TouchPoint, this is a church-specific training manual that allows staff to physically flip through resources to find exactly what they need.
2. Designate A Point Person: One individual must own and oversee the database to ensure consistency and support for other staff. Christy has taken this role at Indiana Avenue, ensuring that all staff members have a go-to resource for questions or guidance.
3. Connect With Others: Churches can benefit from networking with others using the same system for shared tips and support. Christy regularly collaborates with other churches to share best practices and insights.
Christy also shared the value of attending TouchPoint Summit, an annual user’s conference that brings church leaders together to learn, network, and collaborate:
“Summit is a great mix of breakout sessions and connecting with other churches. I always leave with practical takeaways and new relationships that help us use TouchPoint more effectively.”
She highlighted the benefit of learning from other users’ experiences, exploring advanced features, and engaging in discussions that inspire new ways to maximize the system.
The Impact
TouchPoint has transformed how Indiana Avenue Baptist Church manages its data and operations. Beyond the technical improvements, the partnership-oriented approach has fostered trust and collaboration.
“TouchPoint is not a bad word in our church,” Christy noted with a smile, contrasting it with their previous system that left staff frustrated. “TouchPoint is good about responding. Even if they can’t do something, I at least feel heard, which is important.”
TouchPoint’s modern and user-friendly interface has significantly reduced staff complaints and streamlined operations. For example, the church has seen a noticeable improvement in communication efficiency through saved searches and targeted messaging.
Looking ahead, Christy and her team are excited to implement new features and continue refining their processes. The journey is ongoing, but with TouchPoint as a partner, Indiana Avenue Baptist Church is well-equipped to grow and thrive.
Conclusion
Indiana Avenue Baptist’s experience with TouchPoint Software highlights the power of a comprehensive church management system paired with a genuine partnership approach. For churches navigating similar challenges, Christy’s story serves as both inspiration and a practical guide. Investing in the right tools, training, and relationships can make all the difference in supporting ministry goals.
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