How to deliver super services with smart systems
Driving many organisations’ missions is the desire to deliver smoother, more efficient and rewarding services to members. Intelligent use of a smart integrated digital platform can deliver rapid positive outcomes. Here is how one member organisation has seen recent success using Pixl8’s Preside platform:
Federation of Master Builders
Representing 7500 small and medium sized (SME) construction companies, the FMB has championed improvement in the construction industry for over 80 years. In 2020 they needed to upgrade their disconnected digital systems and deliver smarter member services.
New ‘Find a Builder” tool:
The website search tool which allows homeowners to find an approved local master builder has been completely rebuilt - along with the members’ area.
Members can now do much more online. They can now download their own invoices, reset passwords, add new trades and improve their Find a Builder profile by adding case studies. The membership team are seeing fewer ‘admin-related’ phone enquiries - freeing up time to develop services.
Customers can now send requests to 10 builders at the same time (up from one). By typing in a town, postcode, trade type or company name they get instant reliable locally relevant results.
The benefits are clear - there has been an uplift in the numbers of members adding their profiles to the website.
This website is like going from a Nokia 3310 to an iPhone 12. It's brilliant!
Online disputes form:
The FMB’s disputes process was streamlined and moved online - thanks to Pixl8’s intuitive formbuilder tool.
Previously customers had to download a pdf to see a flowchart of the disputes process. They then had to complete another pdf form and email or post it to the FMB. All disputes then had to be manually entered into the CRM.
The formbuilder widget delivers a clear and concise online step-through process for the consumer. Now, 95% of disputes come via the FMB website. The disputes team doesn’t have to type them in and can deal with complaints immediately - saving valuable time that is spent on developing services.
Awards:
Management of the 2021 Master Builder awards has been made easy thanks to the integrated awards centre. When members enter for an award, the system automatically enters them into the correct region - eliminating user errors and the need to manually correct them.
The FMB can now segment membership data by region and category and see who has and hasn’t entered. They use this to send out weekly automated reminder emails to members who had started their award entry over a week ago but not completed it - replacing manual email creation.
…highly delighted with the ease of use of the website and the new members area. So much easier to navigate.
Personalised Member Experience
The FMB are excited about the ways that their new website is already improving their member services but there is much more still to come. They will be using conditional content rules to deliver personalised emails and website content for their members.
FMB Head of Marketing Danika Ferguson, calls this “a game changer”.
On top of this, integration with Microsoft Dynamics is giving them a deeper, richer insight into their members - interests, needs and skills.
As the FMB continues to make greater use of the smart tools in Pixl8’s Preside platform one thing is clear - their new smart system will deliver more super services to members.
