How CCI Transformed Its Client Services Model to Deliver Real Value and Reach New Markets

At the Chamber of Commerce and Industry WA (CCI), advocating for a thriving, free-enterprise economy has always been part of the mission. By amplifying the voices of businesses, families, consumers, and the WA workforce, CCI brings real industry and community concerns directly to decision-makers.

But alongside this advocacy, CCI recognised the need to evolve how it delivers value to the businesses it serves. Traditional service delivery models—bundled packages with rigid inclusions—no longer met the expectations of modern clients who demand flexibility, clarity, and relevance.

Shifting from Packages to Precision

CCI reimagined how it offered professional services. Instead of selling predefined service bundles, they unpacked their expertise into individual components—each clearly defined and priced. This modular approach allowed clients to build tailored service agreements based on what they actually need, not what was included by default.
The result? Clients gained clarity and control. CCI gained trust and deeper engagement.

Powered by Cypernex:

• A Smarter Way to Serve
  To enable this client-first transformation, CCI partnered with Cypernex teams (then trading as Coresoft) to develop a service-based CRM platform purpose-built for professional service delivery.
  Unlike product-based systems, Cypernex allowed CCI to:
  Configure and adjust service offerings in real time
• Price services dynamically based on sector, scope, and usage
• Align internal workflows with the way real client relationships operate
  Rather than managing stock, CCI now manages expertise. Resource availability, SLA-driven negotiations, and agile service design all became core to how the organisation delivers.

Serving Clients—and the WA Community—Better Than Ever

This transformation didn’t just improve CCI’s client service model—it expanded its reach. The flexibility and precision of this approach allowed CCI to engage with previously untapped sectors and offer solutions that feel custom-built for every industry.

Today, CCI continues to champion free enterprise and community prosperity while operating with a service model that reflects the needs of a modern economy. It’s no longer about “selling services.” It’s about solving problems, building trust, and powering WA’s progress—one client at a time.