Integrated CRM, Portal and Website for the Asbestos Removal Contractors Association

Revitalising their whole system to make general improvements and bring the business forward

ARCA needed to revitalise their whole system to make general improvements and bring the business forward. They wanted to enrich their members online experience, whilst also making efficiencies in processes for their staff. 

Their existing CRM, website and portal were no longer fit for purpose and needed a better use of technology to integrate and streamline their systems. For their CRM, they wanted more visibility of data, enhanced reporting elements and general functional improvements. This needed to be carried through to their website and portal to refresh the overall usability of their public and member facing content. 

Workshops to identify improvements

We spent a lot of time doing discovery workshops to familiarise ourselves with the existing ARCA system and produced a list of improvements to both functionality and robustness which would help to future-proof the system.

Numerous issues were identified and we suggested solutions to common problems the staff were having across the organisation. 

Fully integrated membership system now supports both members, non-members and staff

The integrated membership system now supports both members and non-members to self-serve for their individual needs. Users are now able to:

• Manage their details and keep contact lists up to date
• Book and view their certification online, which has helped drastically reduce admin time
• Access tiered content suited to their role to enrich their online experience
• Request audits online
• Manage job adverts online

The training team has benefitted hugely from automations:

• Course attendees can pay online and pricing is dependent on their member status
• Course bookings are automatically stored and recorded in the CRM database
• Certificate expiry reminders are automatically sent to prompt people to rebook training

We provide a reduced cost of support and faster response to development requests. The system is now much more robust and the staff are better equipped to use this powerful system.

We have since provided additional training for staff to empower them to be able to carry out report writing and template creation in-house.