Case Study: Australian Communications Consumer Action Network achieves automated membership management and streamlined online communications with CiviCRM

Improve and automate the work process to manage memberships and facilitate online communication with members

Australian Communications Consumer Action Network (ACCAN) is the peak body representing communications consumers in Australia. ACCAN needed to improve and automate membership management and online communication with members, stakeholders and consumers — including online membership applications and renewals, conditional membership acceptance, online consumer complaints that trigger case workflows, and custom organisational membership forms. They selected CiviCRM (features used on Drupal) but required custom development to adapt the CRM to these specific processes.

Using CiviCRM, with custom development by Nili Steiner from Energetica, ACCAN implemented individual and organisational memberships with online payments, automated renewal alerts and status management, web forms that create cases for consumer complaints, email templates and mass mailing, subscription management and event registration. CiviCRM delivered streamlined, automated workflows that reduced manual administration, improved online communications and case handling, and provided richer data access and reporting on a cost‑effective open‑source platform.

Australian Communications Consumer Action Network