Connecting members at scale with +250% online applications

The challenge

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

With such a valuable proposition, LCCI needed a digital platform that could clearly communicate its services to prospective members while delivering a seamless portal experience for existing ones.

The complexity lay in the tiered membership structure – each level requiring access to different services, content and communications. Meanwhile, LCCI also wanted to improve member acquisition and retention, deliver continuous access, and raise standards of customer service.

To succeed, they needed an agency experienced in membership organisations and complex integrations.

Our approach

Streamlining with a Kentico solution

Using Kentico EMS (Enterprise Marketing Solution) attributes, we enabled advanced personalisation and segmentation. This allowed LCCI to tailor communications by membership level, deliver targeted marketing emails, and improve how they engage, acquire and retain members.

Saving time and complexity

In parallel to the Kentico build, tricky tiered memberships was resolved a highly customised Microsoft Dynamics CRM. This allowed LCCI to streamline membership management across organisations, contacts, events, payments and transactions.

Close collaboration

Key to project success was close collaboration between our team, LCCI and their CRM partner. IDHL is experienced in managing multiple stakeholders from different organisations, ensuring integrations run smoothly and efficiencies driven.

The results

Kentico’s Registration and Membership capabilities significantly reduced the complexity of managing memberships, saving the LCCI time, reducing errors and driving a better user experience for members. The partnership continues post‑launch with ongoing UX and creative improvements delivered monthly.