"Borough IT has provided GGF with a comprehensive and easy-to-use membership database. Their expertise was, and continues to be, invaluable in advising the best way to undertake certain functionalities within the system, explaining in such a way as all personnel concerned could understand with ease. We have found that Borough IT responds to our requests for assistance promptly and can be relied upon to answer any user queries as well as support the software."

"The new web-based Borough IT system will enable a streamlined service for our members, and will be a key component to taking our membership offering to the next level." - Linda Cavender, Director of Membership and National Secretary, GGF

The Business Issue

The Glass and Glazing Federation (GGF) is a trade association for all those who make, supply or fit glass. It is the recognised leading authority and voice for employers and companies within the glass, glazing, and window film industry in the UK. The Federation has more than 500 members in over 1,000 business outlets.

As a trade federation, the GGF is committed to improving its service to its members, and also ensuring its annual membership fee provides excellent value for money. One way of demonstrating this is to implement an online Trade Association System (TAS) that provides members with a number of tangible benefits, the most important being the capability to access and liaise online with the Federation 24 x 7.

The challenge

The GGF's previous system was, essentially, an internal database. One of its main shortcomings was that, because of its bespoke design, it was incapable of managing the Federation's growing service portfolio.

Furthermore, the old system did not allow the GGF and its members to communicate with each other online, 24 x 7. It also hindered the Federation's ambition to become a predominantly paperless operation – the inefficiencies of the old system meant the GGF's administrators had to refer continually to hard-copy files.

Ultimately, the old system was not fit for its primary purpose – to provide tangible value to the GGF and its members.

The Solution

The GGF decided to implement a Borough IT (BiT) TAS. A new, fast back-end structure was designed, which was secured on BiT servers, ensuring the system would be accessible 24 x 7; and ‘future proofed' using BiT's core technology, ensuring that modules can be added to the system as the GGF expands and requires additional functionality.

After evaluating the GGF's requirements, BiT began the project by cleansing and integrating all data from their existing system, ensuring all data was accurate and any duplicate records renounced. A methodical indexing system was applied to the data and a user-friendly interface created, allowing administrators to manipulate the data easily.

The TAS is also intuitive, meaning that the system automatically updates all the appropriate modules when any information is added or amended.

Crucially, the system will allow the GGF to communicate with its members during and beyond office hours. Administrators can simply give passwords to members, allowing them to access a wealth of information and, most importantly, liaise with the Federation.

The new system has also made financial management simple by alerting the administrator when renewal fees are due. Members will make payments online, and the system will also allow the GGF to issue any payment rebates that are due.

The complaints module protects not only the reputation of the glass and glazing industry, but also the GGF's members. The system forces all companies to log complaints in accordance with the correct procedure, ensuring that the company and GGF are protected if a complaint is referred to an external arbitrary body.

Another additional benefit for the GGF's administrators is that, because the system runs online, they have the option to work from home.

The TAS is also TrustMark compliant.

Results

By implementing a BiT TAS, the GGF has a system that can grow with the organisation. The design and comprehensive functionality of the TAS means that the GGF has averted an administrative nightmare – its administrators are able to manipulate and analyse data quickly and easily; collect renewals and other payments from members; and protect the reputation of the industry by ensuring complaints are followed correctly.

The real value of the TAS, however, has been that it allows the GGF to open up the communication process to members, who can now contact the Federation from any location, 24 x 7.

Ultimately, the TAS has delivered tangible benefits that demonstrate that the GGF is committed not only to improving its service to its members, but also to providing a service that provides genuine value for the membership fee.