Belgian Welding Institute
The Belgian Welding Institute (BIL) is an independent research and expertise centre for welding and related joining technologies as well as weldability of materials. We focus on research, testing and damage analysis, corrosion testing, training and knowledge transfer, and this for all possible application sectors.
What was the aim of your implementation?
The BIL (Belgian Institute for Welding Technology) had the ambition to
1. be better found by the customer and
2. communicate more specifically with the customer.
By indicating more clearly what we stand for as an expertise centre, communicating more specifically via the newsletter module and offering our training offer at a glance in a clear calendar structure.
A new website, customer management and a CRM system were all in this together. But not only external communication could be improved, also within the organisation there was a need for transparency, a need for a central database for active (customer) management without too much manual interaction. Letting the underlying processes do the work, so to speak. And thus giving all colleagues a clear and up-to-date view of critical data.
The approach and progress of the project
Without going into details, we took a pretty false start. Eventually, we ended up at CiviCooP, somewhat hesitantly at first (trust was lost), but soon CiviCooP turned out to be the listening ear we were looking for. The critical partner who dared to question our processes, scrutinise the how and especially the why. The right question for the right process to make optimal use of the CiviCRM possibilities linked to our new website. Centralising and optimising the many .xls contact lists in a central database, online registration and tracking of memberships, subscriptions and our training and workshops. With that same overall transparent approach. So that every colleague gets an up-to-date overview of current registrations at any time.
Without forgetting the GDPR guidelines, which also require our constant attention, both from BIL and CiviCooP.
What has been CiviCooP's role: before, during and after implementation?
CiviCooP is a valued partner in our website business: critical, clear, thinking along, no nonsense approach, always in consultation. Professional and to the point. And when the need arises, a rock.
What role does CiviCRM play now?
CiviCRM is a running engine within our organisation, ensuring transparency and enabling us to respond (quite quickly) to the various queries that arise. It is still growing, with the necessary growing pains here and there, but only increases the possibilities for the future.