Construction World August 2023

SAICE INTRODUCES AUTOMATED CRM SYSTEM FOR MEMBERS Technology and innovation strongly underpins the culture of the South African Institution of Civil Engineering (SAICE), and this is why the institution, which celebrates its 120 th anniversary this year, recently launched a new Customer Relationship Management (CRM) system for its +16 000 membership.

Vicky Johnson, SAICE’s Membership Database Manager.

V icky Johnson SAICE’s Membership Database Manager, explains that the CRM system, which is now fully operational, aims to provide members with a better user experience and also ensures that SAICE’s digital platform and technology infrastructure is secure and free of known vulnerabilities. “We’re committed to providing our members with fast, easy and efficient access to data and this requires a smart, modern CRM platform with unquestionable integrity,” adds Steven Kaplan, President of SAICE. Kaplan explains that the new CRM incorporates the highest levels of robustness and risk reduction providing advanced security capabilities, such as anti-phishing, anti-spam, and anti-malware protection, advanced threat protection, and information protection. Benefits to the system, Johnson reveals, include better member support functionalities with a self-service component. These include: • More intuitive navigation through an improved layout. • Better member self-service support functionalities. • Collection of user interactions in one central place to improve member experience and satisfaction.

• The CRM will centralize, optimize, and streamline communication allowing a better understanding of SAICE’s member needs through better segmentation and improved collaboration. • Additional security enhancement to continue protecting member data. “Each member will receive an invitation by email, containing a link to access their new member portal,” Johnson advised. “For the best digital experience, members are asked to check that we have captured their details correctly on our system and that communication preferences are updated for a seamless user experience.” She adds that the platform now allows for all member information to be available on one platform that is accessible in a user friendly and less time consuming way. “The new CRM is just the start of a new intuitive system and members can expect more improvements in the next few months. User service experience is critical to its success and member feedback enables continuous improvement, which is at the heart of our pursuit to be a progressive service provider, meeting the evolving needs of our members,” Johnson concluded. 

15 CONSTRUCTION WORLD AUGUST 2023