Transforming Member Engagement into a Thriving Digital Hub for CIPS

The Challenge

Online community adoption was identified as a crucial opportunity to enhance member engagement. The objectives were clear:

• Foster member engagement: Establish a secure, private space where members can share professional knowledge, collaborate, and seek advice.
• Integrated digital experience: Ensure seamless integration with CIPS’ existing Oracle-powered CRM and Single Sign-On (SSO) systems.
• Maximise member value: Build a community that not only meets members' needs but also supports growth, drives satisfaction, and maximises revenue opportunities across the organisation.

As with many larger organisations, CIPS faced challenges such as integrating complex systems, meeting the diverse needs of their members, and maintaining momentum and enthusiasm throughout the project lifecycle. Timing was critical, and the solution needed to be scalable, intuitive and deliver value from day one.

Drawing on their extensive experience in supporting membership organisations, Cantarus worked closely with CIPS to confirm technical requirements, ensuring the community aligned seamlessly with their broader digital strategy while delivering value to both members and the wider organisation. 

Strategy and Implementation

Cantarus initiated the project with a clear, community-focused strategy, starting with volunteer groups as early adopters. These segments were instrumental in shaping the community before expanding it to all members.

Key elements of the strategy included:

• Focus on early adopters: Cantarus began by engaging the most passionate volunteer groups as early adopters, allowing them to lead by example. These members played a pivotal role in defining the community culture and encouraging wider participation. 
• CRM integration: Full integration of the community platform with CRM was achieved using SAML-compliant SSO. This ensured a smooth, consistent user experience across their digital estate.
• Staff workshops & training: To build internal enthusiasm and ensure a smooth rollout, Cantarus hosted comprehensive workshops for CIPS staff. These sessions demonstrated how the platform could streamline workflows and enhance member engagement. In addition, tailored training videos were created, equipping staff with the confidence to utilise the community platform to its full. 
• Active launch strategy: By pre-populating the community with relevant content, there were high levels of engagement right from launch, as members could connect and engage without any barriers.

Results and Impact

The CIPS online community is now an exclusive space for members to network and engage. 

Mark Eichler, Cantarus’ Chief Product Officer, summed it up: "CIPS is a fantastic example of what a membership community can achieve when it’s built with purpose and care. We’re so proud to see members connecting in meaningful ways and to see CIPS take full advantage of the community as a true member benefit."

Lisa Riches, CIPS' Member Retention Manager adds: “Cantarus went above and beyond to ensure we had everything we needed for success. We are thrilled with the continuous engagement the community is seeing and the value it brings to our members.”