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Overview

The CIArb adopted Wattle's Membership Experience Platform, MemEx, to replace their existing Telerik Sitefinity website CMS and ageing bespoke CRM database.

Not for profit membership organisation the Chartered Institute of Arbitrators (CIArb) is an international centre of excellence for the practice and profession of alternative dispute resolution (ADR) that, with over 15,000 members, operates across 120 countries and is supported by an international network of 38 branches.

Global Transformation

Following a thorough business review the CIArb concluded their current IT systems landscape posed significant risk to the Institute, ranging from:

  • Siloed business critical data and non-standardised business processes.
  • Disparate IT systems and the duplication of work.
  • Branches and regional offices without core systems access.
  • An inability to report against financial data or submit budget information.
  • An inability to run reports and measure KPIs against the Institutes global entities.

Further board-level discussions ensued, followed by the CIArb's brave decision to completely rip out and replace their entire IT systems landscape globally. 

Partner Selection

The CIArb were keen to partner with an organisation capable of delivering major systems and organisational change on a global scale. The scale of change ranged across the whole Institute including marketing, membership, education, training, legal, governance, finance and facilities.

Further to a thorough vendor selection process the CIArb selected Wattle. In addition to Wattle's proven track record in the membership sector the CIArb were keen to engage because of our ability to:

  • Provide a single seamlessly integrated platform to meet all requirements.
  • Ensure all development was delivered in-house, onshore and by permanent full-time staff.
  • Enable CIArb to take full ownership of the platforms IP.  
  • Free them from the need to pay expensive ongoing licensing fees.  

Phased MemEx Deployment

With a way forward clearly defined the CIArb gave the green light to begin the phased deployment of Wattle's Membership Experience Platform, MemEx. 

  • Phase 1 comprised an in-depth discovery exercise, with relevant CIArb stakeholders, to analyse and define Institute wide requirements.
  • Phase 2 focused on the development and deployment of a single global Umbraco CMS website and member portal integrated seamlessly with a Dynamics 365 CRM platform.
  • Phase 3 will see the development of an integrated Governance SharePoint Portal, Service Calendar / Resource Scheduling capability and finance systems integration.

Realising the Benefits

With Phase 1 now delivered, and the MemEx platform deployed and active, the CIArb are already feeling the benefits:

  • An increase of £500,000 in invoiced membership income.
  • A stronger, more durable and flexible global organisation.
  • A major reduction in legacy IT costs.
  • The provision of powerful management information for improved decision-making.
  • Substantial savings secured via the automation of key business process.
  • Increased geographical reach to a wider membership base.
  • Higher levels of member engagement via the member portal.
  • Significant improvement in marketing reach and brand awareness.

Mital Bulsara (Head of IT & Business Transformation)

"The decision to work with Wattle has been fundamental to the success of our global transformation programme. We have collaborated in a genuine partnership together and they are fully invested in the success of our organisation. Communications between our respective project teams has been continual which has enabled Wattle to deliver swift outcomes."

"Their membership sector expertise has also ensured they challenge us where appropriate and we have re-engineered both our membership and case management processes as a result. Within a few months of go-live with the MemEx platform we saw an increase of £500,000 in invoiced membership income."

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