Transforming Pact’s website through automation, self-service, and targeted content

Established in 1991, Pact is a UK membership organisation dedicated to advancing the independent film, television and online production sector. Pact champions a diverse range of organisations, from nascent firms to large “super indies,” supporting its members through resources, events, and advocacy. 

The Challenge

Pact's website, which is vital for the delivery of member services, needed significant modernisation. Major workflows, such as membership and production registrations, required members to either download and complete PDFs or to use a third-party application. This added friction to the user experience and increased Pact’s administrative burden, as this lacked integration with its CRM and accounting systems, and therefore required time-consuming manual workarounds.

Pact’s website was also unable to collect user engagement data; insights the organisation could have used to improve its services. Additionally, Pact faced challenges in member communications and content customisation, with difficulties in navigating the website, segmenting emails for targeted communication, and getting time-sensitive communications out on time. This impacted the member experience with a common complaint being that members were often unable to find and access key resources.