Public Sector
Elevating Member Relationship Management at the Chamber of Commerce and Industry of Serbia
3 min
Selecta supports over 300 employees in optimizing daily work, enhancing communication with members, and delivering smoother, more efficient event experiences.
The client
The Chamber of Commerce and Industry of Serbia (CCIS) is the country’s national business association and representative body for companies and entrepreneurs, combining a long tradition of over 168 years with a strong commitment to supporting economic development and cooperation. Through its unified national and international network, CCIS strengthens member relations by representing business interests, facilitating global trade and partnerships, and providing advisory, education, and support services to companies across Serbia.
The area of improvement
CCIS identified the need to modernize and unify several core processes related to member engagement and internal operations. Event invitations and member communications were managed through fragmented tools, which limited campaign visibility and overall effectiveness. Event registration processes relied on manual or only partially digitalized application forms, resulting in increased administrative effort. Member information, communication history, events, and campaigns were not centralized, making it difficult to obtain a comprehensive view of member interactions. In addition, employee activities and daily tasks were not consistently recorded, reducing transparency and limiting performance tracking. Reporting capabilities, performance insights, and data visualization were also limited. Furthermore, the lack of integration with the Contact Center prevented agents from instantly identifying callers and accessing relevant member information during interactions.
The solution
360° Member Profile with Employee Activity Management
A centralized repository for member data, interaction history, events, campaigns, and recorded employee activities—providing a complete, easy-to-navigate overview of each member.Campaign Management Module
A structured approach to planning and executing member communications, enabling targeted messaging, consistent outreach, and full visibility into campaign performance.Event Management Module
Simplified creation and management of internal and external events, including digital event registration forms and a smoother application experience for members.Contact Center Integration
Automatic caller recognition and instant access to the member profile on the agent’s screen improve response speed and service quality.Predefined Reporting Framework
An initial set of ready-to-use reports, designed to be expanded over time, supports performance tracking and data-driven decision-making.
Results
46 different campaigns sent to 160.000 unique addresses in the first 3 months.
200+ internal and external events created and managed through the system
60.000 employee activities recorded in the system
300+ active users across the organization
60+ different campaign contents designed and executed through th
Key takeaways
By implementing a unified CRM platform, the Chamber of Commerce and Industry of Serbia transformed how member relationships, communications, and events are managed across the organization. Centralized data and digitalized processes replaced fragmented tools, enabling employees to work more efficiently while maintaining a consistent view of every member interaction. Structured campaign and event workflows improved outreach and participation, while integrated reporting and activity tracking increased transparency and operational insight. As a result, CCIS established a more organized, scalable, and member-focused way of working that supports better service delivery and long-term engagement with the business community.
Written by
Staff
