Whilst both our CRM system and website had coped remarkably well, they were ‘end of life’ systems that were no longer fit for purpose.
We had several challenges:
We are the largest issuer in the UK providing documentation for permanent and temporary exports, embassy legalisation and notarisation, business visas and special certificates. This is an extremely complex area and there are no bespoke systems to deliver the full service. Our system had no integration with key systems, involved learning long processes and much manual intervention.
We chose Trillium because they were clearly experts in Microsoft Dynamics, a platform that we felt was the best fit given its pedigree and our existing finance and office systems.
They understood what membership organisations are about. They looked to deliver not just what the customer wanted, but what the customer should want.
We needed one central CRM system. Integration of all systems is always the most important thing for me. That’s the digital transformation – the ‘end to end’ processes that go on behind the scenes, giving us one single view of our membership, where everything is connected.
Trillium spent a lot of time with our teams, understanding what it is we do and for whom, and how they use CRM. Trillium didn’t just focus on the IT elements, as many suppliers do, but on
the importance of taking our internal users on the journey with them.
Our teams will experience a radical streamlining and automation of processes that will benefit us internally and will provide for a better, quicker and more efficient membership service.
Because of Trillium’s insightful advice on CRM, the website and export documentation, they are helping us save time and money in the long run. It really is a journey to fully utilising a new
CRM system, and Trillium are helping us every step of the way.
Trillium are experts at not only the technical aspects of what they do, but the business and people elements too.
Deborah Jarvis, Operations Director
London Chamber of Commerce and Industry