ITS UK is the national industry association for transport technology. It represents 175+ members from the public and private sector, supporting them in advocating to policy makers, promoting their work in the UK and overseas and in building connections and sharing intelligence.
ITS UK transformed member engagement and efficiency by adopting CiviPlus, a cost-effective, all-in-one CRM.
ITS UK, an organisation committed to championing pioneering technology, is funded by subscriptions from member organisations and advocates strongly for the economic benefits and efficiencies that technology brings to the transport sector.
Recognising limitations in their existing approach (relying on spreadsheets to manage memberships), ITS UK decided it was time to invest in a new CRM system. Chief Executive Max Sugarman shared that their main criterion was finding a solution that was “affordable but effective.”
Part of the transition included evaluating the consolidation of several tools they had been using independently for mailing and event management such as MailChimp and Eventbrite. Without a centralised database, ITS UK felt unable to provide seamless services to members or measure engagement accurately. They aimed to simplify access to events, collect member feedback more effectively, and enhance their reporting functionality.
After assessing several options, ITS UK selected CiviPlus as the most cost-effective, all-in-one platform to meet their needs.
With the support of a dedicated project manager, ITS UK launched their new CiviPlus system, starting with data migration to ensure existing membership information was transferred seamlessly.
They also moved their mailing and event management systems to CiviPlus, eliminating costs associated with separate platforms. The launch of the CiviPlus member portal gave members unprecedented access to events and services, boosting engagement. CiviPlus also enhanced engagement with ITS UK’s 15 topic focused Forums by providing dedicated spaces for each, allowing members to easily view upcoming meetings and access meeting notes.
CiviPlus integrated with Stripe, enabling ITS UK to process online payments with ease, including membership sign-ups. The member and payment data now flows directly into CiviPlus, ensuring seamless record-keeping and a single source of truth for information.
Comprehensive reports were also set up, allowing ITS UK to generate immediate overviews of key metrics, including membership payments and event attendance, which previously required time intensive manual data gathering.
Since adopting CiviPlus, ITS UK has transformed how it manages and engages with its growing membership community.
Membership has grown significantly, increasing from 150 organisations in early 2023 to 196 by the end of 2025, while member satisfaction has also improved. The proportion of members reporting they are “very or quite happy” with ITS UK has risen to 82%, with the highest satisfaction category increasing from 36% to 48%.
Communication has become more effective too. 78% of members now say their primary source of information about ITS UK’s events and activities is through the CiviPlus-enabled newsletters.
The new platform has also streamlined event management, enabling ITS UK to run an expanded events programme – delivering 49 events in 2024 – while maintaining a high level of member satisfaction. 93% of ITS UK events are now rated Excellent or Very Good by attendees.
Operationally, the organisation has reduced administrative workload and improved reporting capabilities, allowing staff to focus more on member engagement, industry collaboration and policy work.
Improvements & Results Highlights
Reflecting on their experience, Max notes that the CiviPlus team is a “really good team who are always happy to help and support you,” recommending it as an ideal CRM solution for "organisations on a budget.”
Looking forward, ITS UK plans to leverage additional CiviPlus features to deliver greater automation, more insightful member reporting, and increased personalisation for their members to continue enhancing the value they provide to their network.
We’re proud to share that CiviPlus and ITS UK, won the Best Association/Supplier Partnership Award at the 2026 Trade Association Forum Awards. Read more here.
Have a quick chat with one of our team to answer your questions!
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