Digital Service Programme

Enabling CSSC to embark upon a digital transformation journey


CSSC provides affordable sports and leisure experiences, and health & wellbeing benefits for its 145,000+ members. We have worked closely with CSSC through to launch Phase One of the Digital Service Programme.


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 of 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.


Through committed and engaged collaboration with the CSSC team, we have successfully delivered Phase One. Our blended team approach meant that we integrated thoroughly with the CSSC team, leading to a strong and productive partnership.

Our customer insight work has enabled a detailed picture of CSSC’s web audiences. Similarly, ‘quick wins’ were implemented on the current site, leading to improved user experience.

Following a successful procurement process we have recommended an online events management solution supplier.

We explored solutions for the new CRM tool, which led to a shortlist of 10 potential suppliers. They will be engaged as part of the procurement phase.

The analysis of future mobile options has fed into the Web Positioning paper, which will be developed in Phase Two.

This work has laid solid foundations for the next phase of the programme, which will focus on gathering requirements and supplier engagement.


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