Connecting members at scale with +250% online applications

The challenge

The London Chamber of Commerce and Industry (LCCI) offers extensive services: supporting businesses through international trade missions, B2B events, legal scenarios, marketing opportunities, and granting access to exclusive meeting spaces.

With such a valuable offering, LCCI needed a digital platform that clearly communicates its services to potential members while providing a seamless portal experience for existing ones.

The complexity involved the tiered membership structure – each level requiring access to different services, content, and communications. Simultaneously, LCCI aimed to improve member acquisition and retention, ensure continuous access, and enhance customer service standards.

To achieve this, they sought an agency experienced in membership organizations and complex integrations.

Our approach

Streamlining with a Kentico solution

Using Kentico EMS (Enterprise Marketing Solution) features, we enabled advanced personalization and segmentation. This allowed LCCI to tailor communications by membership level, send targeted marketing emails, and boost engagement, acquisition, and retention.

Saving time and reducing complexity

Alongside the Kentico build, complex tiered memberships were managed through a highly customized Microsoft Dynamics CRM. This streamlined membership management across organizations, contacts, events, payments, and transactions.

Close collaboration

Project success relied on close collaboration among our team, LCCI, and their CRM partner. IDHL has expertise managing multiple stakeholders from various organizations, ensuring smooth integration and enhanced efficiencies.

The results

Kentico’s Registration and Membership features greatly reduced membership management complexity, saving LCCI time, minimizing errors, and improving member user experience. The partnership continues after launch with ongoing monthly UX and creative updates.