The Biochemical Society is a Membership Organization that provides services and support to its members. Founded in 1911 they have seen steady growth in their membership base. They have been experiencing challenges in reaching their members and providing relevant support. Discover Digital was brought in to perform an audit of the Digital Infrastructure and deliver a set of recommendations and a Digital Transformation plan.
- Improve member engagement and communication
- Increase membership retention and acquisition
- Provide relevant and valuable services and support to members
- Streamline internal processes and operations
- Consolidate technical infrastructure and reduce costs
- Catch up with competitors by adopting digital transformation
- Difficulty reaching members and communicating with them effectively due to technical challenges with their digital infrastructure
- Lack of integrations between the several different systems in their digital landscape
- Hindered down by manual processes
- Lack of relevant services and support for members
- Slow adoption of digital transformation
The Biochemical Society embarked on a digital transformation initiative to address their challenges and achieve their objectives. The initiative involved the following steps:
- Conducted a needs assessment: The organization conducted a comprehensive needs assessment led by Discover Digital to understand the needs and preferences of their members. The assessment included surveys, focus groups, and interviews with members to gather data on their communication preferences, service needs, and pain points.
- Upgraded the website: Based on the needs assessment, the organization upgraded their website to make it more user-friendly and engaging. The new website included features such as a member portal, discussion forums, and online resources for members.
- Implemented a new customer relationship management (CRM) system: The organization implemented a new CRM system replacing the one they were using in the past to manage member data and communication. The CRM system enabled the organization to segment their membership base, customize communication, and track member engagement.
- Refreshed services and support: The organization refreshed their services and support based on the needs assessment and feedback from members. The new services included online training, webinars, and networking events.
- Streamlined internal processes: The organization streamlined their internal processes and operations to improve efficiency and effectiveness. They digitized manual processes such as membership registration, payment processing, and event management.
The digital transformation initiative had a positive impact on the Biochemical Society. The results included:
- Improved member engagement and communication: The new website and CRM system enabled the organization to communicate more effectively with members and tailor communication to their preferences.
- Increased membership retention and acquisition: The introduction of new services and support improved the value proposition for members, resulting in increased membership retention and acquisition.
- Streamlined internal processes and operations: The digitization of manual processes improved efficiency and effectiveness, resulting in cost savings and improved member satisfaction.
- Catching up with competitors: The adoption of digital transformation enabled the organization to catch up with competitors and remain relevant in the industry.
The Biochemical Society’s Digital Transformation initiative was a success. The organization was able to address its challenges, achieve its objectives, and improve its value proposition for members. The adoption of digital transformation enabled the organization to remain competitive and relevant in the industry. A big factor in the Organization's success was the internal teams that were keen to change and also felt empowered to do so by their Senior Management.