West Hartford Chamber of Commerce

As technology has evolved, how have you made your Web site more user friendly for customers to do business with you?

In 2008, we began the development of a website offering full e-commerce capability for all of our products and services. We also developed an automated interface from the website data base to our back office financial systems. The result is a “lights out” capability providing fully automated, streamlined and accurate customer transaction processing. Our members now experience excellent customer service and easy access to all Chamber information about membership, events, programs, sponsorships and more.

How has Web-based communications changed the way you communicate with your members?

Our telephone and snail mail communications with our members for routine transactions, such as registering for a Chamber event, have been reduced by about 95 percent. Our own productivity is greatly improved as a result. We are now able to devote our “face time” contact to member development, sponsorships and expanding our membership offerings.

What is the Web technology level of expectation of your customers or clients and how have you met them?

Our members expect us to be easy to do business with. Since introducing our e-commerce capability, their feedback tells us we’re succeeding. Last November, we launched e-News, a monthly newsletter which includes member spotlights, information about upcoming programs and events, feature articles and promotions. Member feedback about e-News has been overwhelmingly positive.

Is e-advertising something you presently use for your business or see your company using in the future?

Yes. Our members promote their businesses on our site by adding category advertising to our on-line membership directory. These quarter-rotation ads appear at the top of a business category whenever a visitor searches our site looking for a specific type of business. Our members also have an option to enhance their business listings in our online membership directory by adding their company logo and a link to their website. We currently promote our own signature events using e-advertising through local media outlets and expect to expand our focus in this area.

Do you use any social networking sites (Facebook, MySpace, Twitter, LinkedIn, etc.) presently, and do you see any useful business applications for your company?

We presently use Facebook, which offers an excellent way for us to interact with our members and other people in the communities we serve. Facebook postings include pre and post event news and photos, links to press and other media coverage, and important notices from our members.

Company Name: West Hartford Chamber of Commerce

Industry: Business Membership Organization

Website: www.ExploreWestHartford.com