Read how the only Professional Association for Internal Auditors in the UK and Ireland, The Chartered Institute of Internal Auditors implemented ProTech's CRM Technology Platform to support its member service strategy.
Case Study: ProTech's CRM Technology Platform Supports The Chartered Institute Of Internal Auditors' Member Service Strategy'
" We felt that ProTech's Pro-8 specialist CRM software combined with its 300+ web services, was the best fit overall. It delivers a complete solution that meets the Institute's CRM, and process management requirements.."
Steve Rainbird, Programme Manager (Products and Systems) - Chartered IIAAbout the Chartered IIA:
The Chartered Institute of Internal Auditors (Chartered IIA) has been leading the profession of internal auditing since 1948 and became the Chartered Institute of Internal Auditors on 1st October, 2010. It is the only professional body focused exclusively on internal auditing. Its International Standards and Code of Ethics bind a global community of over 180,000 internal auditors in 170 countries and over 9,000 members in the UK and Ireland.
Internal Auditors help protect the organisations they work for by assessing whether all significant risks are properly identified, controlled and reported to the board, usually via the audit committee, and by challenging executive management to improve the effectiveness of governance, risk management and internal controls.
Challenge faced by the Chartered IIA:
The Chartered IIA realised that its existing technology platform could not support its member service strategy to meet members’ growing expectations for self-service functionality and e-commerce capability.
As an example, members could only renew subscriptions, book services and buy products over the phone and payments had to be made via cheque.
The Chartered IIA needed to increase member engagement by making it quick and easy for members to access the information they want, and to do and pay, for the things they want.
The Chartered IIA undertook a detailed tender process to find a CRM solution that would deliver integration across the Institute’s internal departments and support a technology platform from which it could introduce e-commerce capability.
Why the Chartered IIA chose ProTech’s Pro-8:
“We felt that ProTech’s Pro-8™ specialist CRM software, combined with its 300+ web services, was the best fit overall. It delivers a complete solution that meets the Institute’s CRM and specialist requirements by delivering configurable specialist Membership, Events and Qualifications and Finance CRM modules with workflow, process automation and reporting capability at their core, in a single application that fully integrates with our website.” said Steve Rainbird, Programme Manager (Products & Systems) for the Chartered IIA.
“Another key factor in our choice of ProTech was its 20+ years of expertise delivering specialist technology and change management solutions across the NFP sector and its customer base of NFP clients who were able to provide valuable reference site feedback,” added Rainbird.
Phased implementation within budget and milestones met:
Following an organisation wide ‘Discovery’ stage to define the Institute’s specific requirements and a phased implementation over 12 months, the project to deploy ProTech’s Government ‘OFFICIAL’ security accredited CRM solution was delivered within budget and with the milestones set by the Chartered IIA met. All business departments were live within 16 months from the start date.
“Our ProTech Project Manager was able to demonstrate to the Institute’s internally appointed IT project auditor that the programme was under control at all times,” said Rainbird.
ProTech’s CRM solution has helped the Chartered IIA improve its effectiveness as a professional body for its members, supporting the successful deployment of a new technology platform that increases self-service functionality and e-commerce capability.
Increased self-service and e-commerce capability
Members are now able to renew their subscriptions, book services including events, and buy products via the Chartered IIA’s e-commerce optimised website, and crucially make online payments using a direct debit sign-up.
Enables automated online event booking
ProTech’s team has worked closely with the Institute and its web development partner to develop web services and functionality, utilising the features and functionality of Umbraco (the friendly open source CMS in the Cloud), to enable the Chartered IIA to roll out automated online event booking programmes. This self-service functionality has already resulted in two thirds of bookings completed online and the aim for 2016 is to increase this to 85-90%.
Increased efficiency and productivity
Pro-8’s Microsoft workflow engine enables automated back office and website driven processes that significantly improves the Chartered IIA’s efficiency and productivity. As an example, ProTech’s workflow functionality now automatically issues acknowledgment emails for invoices and receipts upon payment.
Ability to respond quickly to the needs of internal users and members
Leveraging Pro-8’s easily configurable and flexible software, designed to allow reconfiguration as necessary by ProTech’s clients, the new technology platform delivers improved CRM functionality for the Chartered IIA. The ability to carry out greater in-house customisation ensures that the Institute can respond to the evolving requirements of both internal users and its members.
Achieve optimal performance from ProTech’s software
A critical factor in the success of this deployment was migration of existing data from the Institute’s legacy system. ProTech achieved this and in addition transformed the data ensuring that the Institute would achieve the optimal performance from the Pro-8 software.
“ProTech’s support of our new technology platform is helping the Institute to deliver on its objective to make our systems and processes fit for purpose across many areas of our organisation. Alongside our website functionality, this allows us to offer e-commerce capability, which is helping us improve our members’ experience,” said the Chartered IIA’s Chief Executive, Dr Ian Peters.
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