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Chartered Institute of Environmental Health case study

How digital transformation delivered organisational change


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.

7% increase in paying members by December 2019
Page views increased by 72%
Average session duration increased by 61%
Annual support savings on £27,000

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.

Working with Trillium was straight forward and easy due to their open and transparent approach, which gave me the trust needed that they would deliver - which they did.

Anne Godfrey, CEO

Chartered Institute of Environmental Health


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