The organisation deployed Siebel Call Centre among 175 staff to create a unified understanding of its 146,000 members' and students' profiles, including registration details, subscription information and payment details, and a complete record of their examination history.
As a result, Cima has reduced examination entry processing times, implemented online registrations and eliminated the need for eight contract staff, who used to process subscriptions manually. With the new system, members can contact Cima by phone, e-mail and via the web using self-service applications.
John Windle, Cima's director of finance and operations, said that since going live, Cima had recorded a 60% increase in the amount of customer data captured at the initial point of contact, and examination management had been "transformed".
He said 99.98% of the latest batch of Cima exam registrations were completed online.