Case Study: Paddle UK

"The additional support has delivered real value for our users, our teams, and our budget. We now have the flexibility and bandwidth we need within the membership team"

Darryll Shaw - Head of Membership Services and Growth

Industry Sector

National Sporting Governing Body - Membership Organisation

Objective

Provide high-quality, consistent support for Paddle UK’s rapidly expanding membership base. Ensure every caller - whether renewing, joining, or seeking help with their account - receives clear, accurate assistance from trained agents fully conversant with Paddle UK’s in-house membership systems and service standards.

About Paddle UK

Founded in 1936 as the British Canoe Union and rebranded as British Canoeing in 2015, the organisation became Paddle UK in March 2024.

As the National Governing Body for paddle sports in England and the UK umbrella for Paddle Scotland, Paddle Cymru, and Paddle Northern Ireland, Paddle UK represents a vibrant community of more than 90,000 members which continues to grow.

Challenge

Membership growth placed pressure on Paddle UK’s in-house service team, with peaks in call volumes during renewals and seasonal activity. Calls often required:

• Expert navigation of the client’s in-house membership systems for sales, renewals, and family or joint memberships.
• Accurate handling of payments, refunds, and account updates.
• Clear guidance on membership benefits, pricing, and fulfilment of digital or physical cards.
• Knowledge of eligibility rules and referral processes for members in Scotland, Wales, and Northern Ireland.

Paddle UK needed overflow support that could operate seamlessly alongside its internal team while safeguarding data and maintaining a personable, professional service.

Solution

OpenContact employ an expertly curated bureau model with the relevant teams being trained to Paddle UK’s standards and Standard Operating Procedures. Training covered:

• Comprehensive understanding of Paddle UK’s history, structure, and member value proposition.
• End-to-end proficiency with the client’s in-house systems, including account creation, renewals, payments, and family memberships.
• Extended hours service enabling membership calls to be taken both before and after traditional office hours.
• Data-protection and ID-verification protocols.
• Call-handling techniques that embody Paddle UK’s values—Every Person Matters, Striving for Excellence, Always with Integrity, Enjoying the Journey, Individually Committed, Stronger Together.

Results

• Seamless overflow call handling during peak periods, maintaining and exceeding pre-agreed service levels
• Consistently accurate guidance on membership options, pricing, renewals, and card fulfilment.
• Reliable escalation of devolved-nation queries and other specialist issues to Paddle UK’s internal teams.
• Enhanced member satisfaction through prompt, personable support and thorough record-keeping.

Learn More

If your membership organisation needs flexible overflow call handling support from agents who can operate as a true extension of your team, or if you would like to explore our leading AI solutions, contact OpenContact to discuss how we can deliver the same knowledgeable, brand-aligned service we provide for Paddle UK.