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Anne Godfrey
"Due to scarce internal digital skills, the strong relation we developed with Trillium was essential. We trusted them to know the best way to support us, even when we didn’t know ourselves."

Anne Godfrey, CEO, CIEH

Justin Turner , Head of IT , CIEH
"On big projects, it’s really, really hard to find someone who does what they do, that mix of flexibility and reliability is rare."

Justin Turner , Head of IT , CIEH

Background

CIEH is a professional membership and awarding body and has been the voice of environmental health since 1883. It campaigns and provides information and advice to government, regulators and environmental and public health practitioners.

The organisation was held back by antiquated back office systems that were expensive to maintain and exacerbated internal and external silos.

 

We recognised the problem

By failing to update its membership models, learning pathways and commercial services, CIEH had seen a ten-year decline in membership numbers and twelve years of significant losses.

 

Why we chose Trillium

Often there’s not really much difference in the skill sets of the leading suppliers but Trillium stood out due to their unique understanding of us as a complex and occasionally “tricky” organisation.

It can be seen as a risk to use one supplier for both your CRM and CMS, especially as an SME. However, I believe that forming a relationship with one partner, rather than two vendors, is ultimately what enabled us to successfully deliver our digital transformation.


The solution

Trillium provided a clear strategic direction, harmonising the CRM and Website deliverables into one project. They took CIEH’s objectives and defined the creative direction in days, not
weeks. This reflected the strength Trillium has in understanding the membership sector.

Trillium assisted us in ensuring that the systems reflect a sensible way of doing things, rather than the way ‘things have always been done’. They implemented a new Dynamics 365 CRM to manage Membership, Events, Financials, CPD and Work-Based Learning. This is integrated to a new, responsive and personalised website and self-service area.


Key benefits

Our strong relationship gave us the confidence to accept their experience and expertise to cover any internal skills or knowledge gaps, rather than looking to bring in additional resource. An example of this was relying on them to cover the scarcity of digital skills.

Trillium helped address a lack of collaborative working, speed up and simplify relationships with customers and members and facilitate new ways of working. We now have the space to be more innovative and focus on our members.

 

Key performance indicators

  • A 7% increase in paying members by December 2019
  • Huge increase in online member engagement:
    • page views increased by 72%
    • average session duration increased by 61%
  • Annual support savings on £27,000

 

The Trillium difference?

  • It's a partnership.
  • I can chat with them and rely on them to say 'look, we'd love this piece of work, but we don't recommend it for the following reasons…'

About CIEH

The CIEH is a registered charity and the professional voice for environmental health.

  • 8,000 members
  • Membership magazine
  • Resources and forums online
  • Events and regional networking
  • Member-only events
  • £206 annual membership fee . Established in the 1840s

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