Sector: Memberships

  • The North East England Chamber of Commerce are the North East’s largest business membership organisation representing 4,000 businesses. The organisation works with businesses from SMEs to multi-nationals to ensure they get access to the best possible support.
  • The services provided raise company profiles, cut costs and provide links to a close network of influential business leaders.
  • The North East England Chamber of Commerce also act as advocates regularly speaking on behalf of their business network to the government.

The challenge

  • The replacement of a highly bespoke CRM solution that no longer offered the required flexibility to expand and grow with their business
  • To go-live in a short timescale, but with all the functionality and process management from their old CRM system
  • Integration of information with other core business applications
  • Improve member services, operational efficiency and reduce costs
  • Provide visibility of customer information and interactions across the organisation
  • Provide visibility of renewal services and customer reporting

The solution

  • Microsoft Dynamics CRM is used to centralise, manage and segment data in a way that best supports renewal of memberships
  • Dynamics CRM is fully integrated with several back office systems and applies business rules for effective data management
  • A web facing portal provides effective membership management and an improved customer service experience
Michael Dawson, IT ManagerNorth East England Chamber of Commerce

The delivery of this project was very much a team effort and collaboration was the key to really delivering a product that was polished, refined and fit for purpose. The project was completed on time, on budget and to specification. For a project of this size there is no greater accolade.

The benefits

  • Easily process member sign ups and renewals
  • A single system to manage all sales opportunity and track customer successes
  • Improved communication with members
  • Efficient management of data between systems and reduction in operational costs
  • High user adoption and ownership by the internal operations teams