Case Study: The Institution of Engineering and Technology achieves improved membership renewals and retention with Textlocal IMIchat

The Institution of Engineering and Technology - Customer Case Study

The Institution of Engineering and Technology (IET), a professional body with over 168,000 members and a Textlocal customer for more than four years, needed to move beyond one-way SMS to a multichannel approach to boost recruitment outreach, improve membership renewal rates, and engage members in real time across social media and other channels. Last year the IET sent 60,000 SMS using Textlocal for renewal reminders and information requests but wanted a platform to manage two-way conversations and speed up processes.

Textlocal’s IMIchat was implemented to combine the IET’s bulk SMS capability with two‑way messaging across SMS, social media, email and other channels in a single web-based interface that can integrate with existing contact systems. The solution helped The IET create real-time member conversations, speed up application completion, drive a significant increase in call-throughs and payments after bulk renewal messages, and improve overall renewal and retention rates while streamlining campaign sending and response management via Textlocal.

The Institution of Engineering and Technology

Katie Taylor

Membership Retention Executive