to drive organisational transformation to improve member engagement

January 2021

The British Healthcare Trades Association (BHTA) is one of the oldest healthcare associations in the UK representing the healthcare and assistive technology industry. Members commit to the BHTA Code of Practice, the only one in the industry to be approved by The Chartered Trading Standards Institute

BHTA embarked on a selection process in June 2020 after the new management team recognised the challenges and limitations faced with the incumbent CRM system.  With the help of HartSquare, a tender document was created and sent out to a longlist of CRM suppliers with expertise in the Membership/Trade Association sector. 

Following an initial review, four suppliers were invited to present online to the BHTA CRM project team. Oomi, along with another supplier, were invited to meet with the BHTA and a BHTA Board member in person. This was during September 2020 and was a welcome relief for all involved to actually meet face to face whilst adhering to the Covid-19 precautions of the time.  oomi was appointed as CRM partner in early November 2020 to replace the current CRM and develop an online member self-service portal.

Dawn Hall, Head of Commercial and Operations, reflected on the decision to select oomi CRM: “After a lengthy selection process, what was apparent with oomi was the flexibility of the CRM and the ability to automate so many manual tasks.  Also, having met members of the oomi project team, we knew they understood the challenges we faced and were able to demonstrate effective solutions based on their many years of experience.”

Dawn went on to say: “This project is pivotal to driving business change so we can support our members even better than we currently do and we look forward to a long partnership with the oomi team.”

Karim Uddin, Business Development Manager, one of the key CRM users, also commented on oomi’s selection: “From the outset, the oomi team were engaged and asked many challenging questions around our requirements which enabled them to really get under the skin of our project.  I’m excited to start implementing and using oomi to improve our members’ experience.”

Joel Trotman, oomi Director of Sales, noted: “As we have got to know the BHTA in the past few months we recognise their drive to enhance their members’ experience and how important oomi CRM is to achieve this. The oomi team and I look forward to partnering with BHTA to enable these positive changes for their members.”

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