Rapid growth and increasing member demand led WAPPA to look for ways to engage differently with its members.
Workshop sessions with Illuminance Solutions revealed a number of inefficiencies, and opportunities to increase member engagement with an integrated CRM system were identified – particularly in the areas of event management functionality and member web portal linkages.
Benefits to the organisation included:
- enhanced member engagement and experience to increase the value of WAPPA services and activities to members;
- optimised contact and member information with integration across multiple functional areas;
- elimination of duplicated effort across multiple functional areas, freeing up resources to focus on more value-adding activities;
- streamlined processes and procedures in areas of concern to members; and
- integration of processes and systems for more effective reporting, trend analysis and service utilisation, allowing evidence-based decision making to occur more effectively.