The Institute of Customer Service selects Advanced OpenEngage solution

Published 14/12/2015 by Advanced, Editor

The Institute of Customer Service, the professional body for customer service, has chosen a CRM and membership solution from Advanced following an extensive competitive tender process.

The Institute has selected Advanced OpenEngage to manage its full range of membership communications.  By selecting OpenEngage, the Institute is also bringing together a number of programmes designed to enhance the ease with which members can access key products and services.  It is also employing a technology solution capable of identifying the needs of members and non-members, ensuring the Institute is able to deliver impactful content that helps UK organisations improve their customer service capability.

Jo Causon, CEO of the Institute of Customer Service, says: "Members expect convenience, choice, speed and efficiency when engaging with us, just as they would in any walk of life. With this in mind we wanted a solution that enables us to be easy to do business with, uses technology that is relevant now and is capable of supporting customer needs in the future." 

The implementation of OpenEngage includes secure web access for remote users and online self-service for members to update their details and book on events.  It also enables integration with the Institute’s virtual learning environment (VLE) to increase operational effectiveness and efficiency. 

Causon says, "We selected OpenEngage as it enables us to have a single view of our members at any one time whilst providing enhanced reporting and analytical capabilities to drive better understanding about the preferences of our members."

Simon Fowler, Managing Director of Advanced (Business Solutions) says, "The Institute practices what it preaches about customer service and is determined to go that extra mile to ensure the delivery of a great membership experience. We’re excited to be working in partnership with the Institute and look forward to helping the team achieve its goals."