The Change Challenge: Delivering an up-to-date digital service

Enabling CSSC to develop a joined-up digital experience

"An outdated website was holding us back from achieving one of our key commercial objectives - to continue to grow our membership total. Not only was the website inaccessible and difficult to navigate, it was also unable to support event bookings, which was negatively impacting members' experience. We asked Entec Si to help us to deliver a dynamic digital service which could support our membership drive, boost efficiencies across the organisation and enhance the experience of new and old members alike."

Mark Harris, Commercial Director, CSSC

Objective

The transformation of CSSC’s digital experience was focused on three key areas; replacing the organisation’s existing website, modernising its events booking system and introducing a new CRM platform.

Approach

The need to streamline the online journey required a bold approach – which included switching from an inefficient paper-based events registration process to an online booking system, in order to save members, staff and volunteers valuable time.

Regular focus groups and the creation of communication plans enabled the team to keep members updated on the progress of digital developments.

A fully joined-up digital strategy allowed members to begin reaping the rewards of the change almost immediately. This approach helped to guard against any potential domino effects of transformation on the organisation’s people, processes, systems and infrastructure.

Outcome

The successful impact of the digital experience programme are illustrated by this selection of impressive metrics:

  • Website usage: +34%
  • Website duration: +100%
  • Time saved per transaction: Five minutes
  • New members: +5.5K
  • Online orders: +30%

“From day one, Entec Si understood that enhancing the experience of our members lies at the heart of CSSC. As well as seeing an uptick in positive member feedback, improved online accessibility is allowing members to take advantage of a wider range of services, which in turn is having a positive impact on our bottom line”.

Mark Harris, Commercial Director, CSSC

 

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