Established in 1783, Northern Ireland Chamber of Commerce (NICC) is an award winning, quality assured, customer focused business membership organisation, well-known for facilitating networking events across the Northern Ireland business arena. With a membership of approximately 1,200 businesses representing over 100,000 employees, the chamber membership comprises corporate bodies, SMEs and Micro businesses stemming across every industry from manufacturing and agri-foods, to services, retail and the professions.

A ‘person centred’ solution where users of the CRM System can view a member’s profile, history,  needs and services at a glance.

The Business Problem

NICC came to Etain seeking to appoint a service provider who could customise and support a new Customer Relationship Management (CRM) system.

NICC were operating a legacy Management Information System (MIS) that was approaching end-of-life. This coincided with their organisational objectives shifting since it’s original inception, back in 2009.

Their existing MIS was labour intensive, requiring manual updating of all records and member interactions, and could no longer effectively support the scope and realisation of their strategies going forward.

With three different levels of membership: Corporate; Growth; and Essential, each with a different service offering, and customer service a key priority, the effective management of information and communication with member companies and the wider business community was of the utmost importance for NICC.  As such, they required a CRM solution that would allow them to make effective use of existing contact resources, including some 400,000 chamber contacts.

Additionally, the solution had to support the recruitment and retention of members through a more effective system designed to handle a considerable volume of input interactions, record keeping and report generation.

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The Transformation

NICC’s transformation platform comprises an on-premises implementation of Microsoft Dynamics CRM, featuring a powerful suite of membership management tools, sales and marketing functionality, as well as event management facilities that fully integrate with their existing website.

As the development of NICC’s transformation platform was a business-critical implementation, analysis and requirements gathering stages required considerable input from NICC. As part of our Agile approach we employed a series of workshops and 1-1 meetings to ensure development was driven by understanding and meaningful collaboration between both organisations and our respective expertise.

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After adopting a user-centred design approach, placing the goals of the NI Chamber users at the centre of the process, rather than merely satisfying a features checklist, the result was a user friendly platform that empowers it’s users.


  • Securely houses a contacts database
  • Report generation for events, accounts, membership and export documentation
  • Monthly statements / Invoicing output
  • Registrations management
  • Attendee list generation
  • Client usage reporting
  • Payment processing and management including prepay, adhoc and Realex facility
  • Member website enquiries logging
  • Website integration capable

​The Benefits

As well as improved communications and marketing output, deployment of the new system has returned enhanced NICC’s customer relationships. This was made possible by enabling a greater understanding of their member base interactions

The increased availability of business intelligence and greater time efficiencies has streamlined processes that ensures a smoother lead generation and sales pipeline. 
  • A ‘person centred’ solution where users of the CRM System can view a member’s profile, history, needs and services at a glance.
  • A familiar visual interface that is straightforward and natural to learn and use.
  • A solution that extends, and work with the functions of familiar Microsoft tools, such as Outlook email and calendar.
  • Fully compatible with their existing website.

Do you need a customer relationship management (CRM) solution? Is your organisation ready to undertake a Digital Transformation? If you’d like to discuss a custom project or simply want to know more feel free to call us on 028 90 87 2222 or drop us an email using the contact form below. 

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