Impact
Enabling CSSC to embark upon a digital transformation journey
Successful delivery of Phase One which has laid solid foundations for the next phase of the programme, which will focus on gathering requirements and supplier engagement
Integrated thoroughly with the CSSC team, leading to a strong and productive partnership
Implemented a series of ‘quick’ wins’ on the current site, leading to improved user experience
Recommended an online events management solution supplier following procurement process
Shortlisted suppliers for a new CRM tool and analysed future mobile options
The Challenge
CSSC provides affordable sports and leisure experiences, and health and wellbeing benefits for its 145,000+ members. We have worked closely to support CSSC through to launch Phase One of the Digital Service Programme which focused on redesigning their online experience.
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Our Approach
We began by adopting a flexible and engaging approach to working with CSSC. Central to this was our programme governance. This enabled us to focus upon strategic planning, quality assurance and stakeholder management. Phase One comprised a number of key areas. These included:
- Customer insight capture on the current website user journey
- Improved user experience on the current website
- Requirements gathering and procurement of a new online events management solution
- Market research for a new customer relationship management (CRM) tool
- Assessment of future mobile options
We were supported by our partners Ammba Digital, who led on the website and mobile elements of the project.