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The North East England Chamber of Commerce is the North East’s largest business membership organisation representing 4,000 businesses. The organisation works with businesses from SMEs to multinationals 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 acts 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

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
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