In order for organisations to focus on delivering their core business offerings, it is important to identify which activities contribute to these core capabilities and which do not provide a market differentiator. By doing so, they are able to commoditise those non-core activities and standardise business processes to enable the organisation to better leverage off-the-shelf platforms.
For organisations within a common industry and similar operating model, many aspects of this business design is consistent. It was through this approach that Chamonix established a whole-of-business solution for Australian Chambers of Commerce which provides a complete technology platform whilst allowing the specific rules and operational differences of each Chamber to be configured.
The common data model within the solution also allows a re-usable set of business intelligence and predictive analytics models to be adopted which provides the organisation with insight into historic, current and future trends to aid decision making. These models augment first-party data with third-party data to drive the marketing and digital channels to provide targeted content and experiences to members and strengthen their advisory services.
Through the use of modern frameworks and best practice architectural ‘patterns’, the digital channels through which customers are able to interact with the Chamber’s services provide a customer experience which is intuitive and relevant. By allowing customers to self-service their requests they can engage in a manner to which they come to expect with modern technologies, they can use the device of their choice and to help move the Chamber from a manual, paper-based organisation to an automated, 24/7 digital service provider.
The platform and associated business transformational advisory services contributed to one chamber of commerce winning the ACS Digital Disruptors award for 2016.