“The shift has been monumental, turning the member services team from reactive, process-driven individuals to proactive, member-centric professionals who spend a significant amount of time reaching out to members.“
The Australian HR Institute (AHRI) is the professional body that supports HR in Australia.
AHRI sets HR standards and certifies HR professionals across Australia – we strongly believe that uplifting the practice of HR benefits our people, our workplaces, and our organisations’ outcomes.
Alex Reynolds, General Manager of Member and Digital Strategy at AHRI, explained the challenge they faced, “We needed to improve the online experience and increase functionality for members to self-serve, to boost engagement and reduce the time spent on administrative tasks that could be automated.”
The key factor that led AHRI to choose Agend Pro was its seamless integration into their Membership CRM.
This integration has allowed AHRI to transform its member services, moving from completing 60% of transactions on behalf of members to only 10%.
The shift has been monumental, turning the member services team from reactive, process-driven individuals to proactive, member-centric professionals who spend a significant amount of time reaching out to members.
“The impact has been remarkable. Our members now notice the difference; they don’t need to call us for basic self-service requests like accessing previous tax invoices or resetting their passwords,” noted Reynolds.
AHRI acknowledges Agend Pro as a game-changer in the industry, particularly when integrated with a membership CRM. Reynolds shared her thoughts, stating, “[Agend Pro] is a great platform that provides many opportunities if integrated with your membership CRM.“
The collaboration between AHRI and the Agend Pro team was highly praised. Reynolds commended the team’s ability to take requirements and guide the process, saying, “The Agend Pro team are great to work with. They have the ability to guide and recommend solutions that keep our members at the heart of the solution.”
As AHRI celebrates the success of its project and Agend Pro launch, it marks a significant milestone in their ongoing commitment to providing a world-class experience for HR professionals across Australia.
says Alex Reynolds – General Manager, Member and Digital Strategy