Strategy Leads User Experience
National business association overhauls internal processes and digital presence for improved user engagement.
Since 1925, the Canadian Chamber of Commerce has been the connection between the federal government and businesses across Canada. A previous audit commissioned by the association identified that much of their customer base did not have a clear understanding of the organization, nor did they have easy access to information or registration tools. Systems were legacy or not integrated, and manual processes were creating inefficiencies and resulted in additional contract employees each year. As the largest business association in the country, the Chamber wanted to meet their customers’ and stakeholders’ needs with an intuitive digital presence while automating internal processes and adopting tools and processes that allowed them to be the expert voice of SME businesses across Canada.
PRODUCT STRATEGY. MOBILE APPS. WEB DEVELOPMENT.
Iversoft delivered a digital transformation and user engagement strategy that identified the needs of the Chamber’s users, internally and externally. One of Iversoft’s key recommendations was to establish the website as the central communication tool and base of operations for the organization. The website was a priority in providing customers with a point of communication, delivering a clear message to outside sources, and tying internal processes to a single system. Iversoft immediately began executing on automating the process for policy submissions, creating a landing page to take draft policy year-round, opening the window from 5 months of the year to twelve while reducing the association’s seasonal staff.
As Iversoft continues to execute on the strategy recommendations, the Chamber is now able to streamline processes and increase productivity while reducing costs. They have a digital roadmap that identifies solutions to their pain points and gives a structured plan for next steps in the association’s digital transformation.
VP of Operations and Program Implementation
"Our biggest concern when seeking out a partner for this project was finding someone who would understand the business and just truly get our needs and give us solutions that would work. The greatest value in this process was the expertise that Iversoft brings to the table and the guidance they provided us. What I like about Iversoft is they really do work as a team, and they really want to be part of your team. I really feel that Iversoft has our best interest at heart. That’s what I appreciate most.”
Information Architecture Audit