What happened when ITC Made the Switch to CiviCRM

16 June 2025

CiviCRM Open Source

Introducing the case study: CiviCRM for charities and membership management. The new system transformed the way the independent theatre council presents itself to the world. 3 minute read.

At Pooka & Co, we work with charities, non-profits, and membership organisations to make their digital lives easier, whether that’s with a bespoke WordPress website, integrating CiviCRM, or both. And that’s exactly what we set out to do when the Independent Theatre Council (ITC) came to us in 2024.

They weren’t looking for flashy, they were looking for functional. For a system that would help them connect with their 450+ members across the UK, manage communications, events, and subscriptions more smoothly, and reflect the professionalism and values of their work in the arts. They’d tried other systems, but nothing quite stuck.

So, we introduced them to CiviCRM, a powerful open-source CRM platform that’s tailor-made for mission-led organisations. And a year later, it’s fair to say it’s made a real difference.

TLDR; CiviCRM in Action: ITC’s Story

Independent Theatre Council (ITC) needed a way to manage memberships, donations, and events without drowning in admin.
Pooka & Co designed a WordPress + CiviCRM solution that simplified workflows and gave ITC full control of their data.
The new system made it easier for ITC to connect with supporters, manage information, and grow sustainably.
The project shows how open-source tools like CiviCRM can transform how charities and membership organisations work online.

Meet ITC: A Voice for Independent Theatre

If you work in the arts, you might already know ITC. For over 50 years, they’ve been supporting touring companies, producers, venues, and creatives across the UK. Legal advice, HR-style support, contracts, training, and advocacy, they do it all.

With such a wide and varied membership, ITC needed a system that could manage everything from event bookings to contact records, while also giving their members private access to resources and tools via a secure portal.

What We Built Together

We worked closely with ITC’s team, shoutout to Zoe and Rachel!, to design and develop a new WordPress website, fully integrated with CiviCRM.

Here’s what that looks like in practice:

A Members’ Portal – allowing companies to manage their profiles, renew memberships, access exclusive resources, and book onto events.
A Live Members Directory – automatically updated when memberships are active.
Streamlined Comms – scheduled email reminders, smart groups for regional targeting, and automated responses make everyday comms simpler.
A Unified Database – no more digging through inboxes or spreadsheets. Contact info, event bookings, membership status—it’s all in one place.

And crucially? It works.

The Difference a Year Makes

Before CiviCRM, ITC had been using a combination of WooCommerce and legacy systems that didn’t quite fit the bill. As Zoe puts it:

“I absolutely did not want a new website when it was suggested. I’d been through a build a few years previous—it was very painful. But I was convinced by Rachel and by Pooka … and I’m really, really glad we did it. It’s made my life a lot easier.”

The new system hasn’t just improved back-end workflows—it’s transformed the way ITC presents itself to the world. No more awkward workarounds or apologetic emails. Just a clean, connected, confidence-boosting platform that reflects their mission and professionalism.

What’s Next?

With their first year of CiviCRM nearly complete, ITC is already thinking about how to get even more from the platform. Better reporting. Smarter member engagement. Using data to inform their next steps.

“It works for us. And what’s really nice is it’s got the potential for us to grow into it even more by using more of the functionality,” Rachel says. “It feels quite a safe system to use, it’s been great to adopt.”

Why This Matters

At Pooka, we believe in open-source, values-driven digital. Tools like CiviCRM put power back into the hands of organisations that need to do more with less, and we’re here to help make that possible.

If your CRM or website feels more like a maze than a mission-supporter, maybe it’s time for a rethink. We’d love to show you what’s possible.

Let’s make your digital work a little less stressful, and a lot more useful.

Hear the full CiviCRM story straight from the team?

Hop over to YouTube to watch our full conversation with the Independent Theatre Council. From first-day fears to favourite features, it’s a behind-the-scenes look at how CiviCRM has transformed the way they work.

Watch the video now:

FAQs: Your Questions About the ITC Case Study

What challenges was ITC facing before CiviCRM?

They struggled with disconnected systems for memberships, donations, and events — creating inefficiencies and making data hard to manage.

How did Pooka & Co solve these problems?

We built a WordPress site integrated with CiviCRM, providing ITC with a single, user-friendly system to handle everything from member records to event bookings.

What impact did the new system have on ITC?

It streamlined admin tasks, improved data control, and freed up the team to focus on what matters most — engaging with their members and advancing their mission.