The Australian Chamber of Commerce and Industry

Background:

The Australian Chamber of Commerce and Industry (ACCI), represents businesses and the broader business community at the federal government level. Their members are broken up into various sub sectors including the State and Territory Chambers of Commerce, National Industry Associations, Corporates, and the Australian Association of the International Chamber of Commerce.

In this case study Andrew Hiebl (Director of Strategic Partnerships and Engagement) at ACCI shares his experience partnering with Causeis to implement the Causeis Launchpad, powered by iMIS®.

Problem:

Over time ACCI had used different pieces of technology for their membership and CRM requirements. However, in 2024, they found themselves using several different platforms that did not talk to each other and a membership database that was outdated.

Challenge:

The challenge was one of integration and membership data integrity.

ACCI needed an integrated system that could connect all key areas including events, communications, engagement scoring and the website. Only then could the team begin to clean and update the outdated membership database they had inherited.

The first step was to find a secure and scalable product that could integrate all elements into a single system.

Results:

In the early days post ‘go live,’ ACCI are seeing positive outcomes across data integrity, membership enquiries, self-service visibility, prospecting, and productivity.

1. Data integrity is the foundation of an integrated system.

Ensuring the CRM is fit for purpose and the database is clean and segmented is paramount for ACCI.

An important part is to take their team on the journey, so they understand how the member records are stored and how this links to engagement scoring to help identify member segments that are working well and those that need attention.

2. Improved Membership Enquiries

ACCI have seen a spike in membership enquiries including referrals to the State Territory Chambers which is viewed favourably.

3. Self Service Visibility

Self-service for members on the website has been met positively especially, live updates and a resource library which houses submissions, business guides and various reports.

It is also effective for ACCI who have visibility on who is downloading what and when.

4. Realising the potential of prospecting across the member journey.

With a single integrated system ACCI are also ready to use other opportunities including a member marketplace to promote products and services.

5. Improved productivity

Integration is important, so you are not having to create a spreadsheet in one place and upload it in another place. With one system covering the full spectrum of the member journey, ACCI are well positioned to improve productivity for their team and the experience for their members.

“The better integration you get, the more productivity you get which is what ACCI is about – being able to move business forward.” Andrew Hiebl (Director of Strategic Partnerships and Engagement)