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Connecting people with shared interests

The Chamber of Commerce in the Netherlands, like those around the world, exists to further the interest of businesses. It provides not only a network of branches to help local business owners do business better but also an up-to-date Trade Register. It’s a well-regarded organisation with a well-recognised brand, but it realised that there was still room for improvement.



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    Support and exchange via an online community

    Support and exchange via an online community

    The Board of Directors was keen to enhance the competitive position of the Chamber of Commerce and inspire loyalty among business owners. But how could it cement such a valuable relationship with its members and act as a source of inspiration? The answer was an online community. This would improve (online) contact with members and stimulate them to share information and experiences.

    Defining the concept

    Defining the concept

    Deloitte was called in to help the Chamber of Commerce set up an online community and its management system. We first developed the online community’s concept. To do this, we used personas, user-centred graphical design and wireframing (providing users with a series of sketched screenshots or a mock interface before coding - a great way for the web development team to see and test the relationships between the various components of a website).

    Getting ready for the launch

    Getting ready for the launch

    The next step was to implement and test the online community. This was followed up with training, road shows and local awareness sessions. We also constructed ‘what if’ scenarios and supervised the launch. Of course, an online community needs effective management, so we set up a system for that as well. This entailed defining roles and finding and educating the right people to run it.

    The true worth of an online community

    The true worth of an online community

    The Chamber of Commerce is thrilled with the results. By increasing its online contact with business owners significantly, it has great insight into members' interests and concerns as well as a valuable source of information for product development. The online community has also enabled members to exchange information and share experiences in an open and transparent way. The Chamber of Commerce is now projecting a much more positive and professional image, and it’s convinced this will help win membership loyalty.