Case Study


Wildwood Trust is a multi-site native species conservation charity established in 2002 to push the boundaries of innovative conservation and rewilding in the UK. Wildwood works with nature to fight the biodiversity crisis, across its expanding sites in Devon and Kent, to halt the extinction of species and to create resilient habitats in which nature thrives.


British animals

The brief

Wildwood engaged with Romax to create a member experience communication delivery workflow for members accessing their two park sites in Kent and Devon to coincide with their rebrand and improve membership engagement.

The solution

When a member joins Wildwood, they now have the option to receive a digital membership card delivered via a branded email that the member can download to their Android or Apple smart phone and/or a a physical card sent with their rebranded and engaging physical membership pack.

Results that matter

Highly impactful and much improved customer experience for all members Embracing a hybrid communication solution across digital and Physical communication to meet all members’ needs.

Improved Customer Experience (CX)

The platform was created to manage ongoing member communication including: on boarding and membership welcome packs, reminders and renewals, whilst including additional touch point communications. The application automates the process of producing membership packs and digital membership cards across all member levels for the Devon and Kent sites, with content specific to the site the member joined at.  Communication is output via digital, SMS, email or post subject to the preferences of the member.

We are moving towards a full integration with third party software via APIs to connect Wildwood’s CRM and accounting as well as on site access scanning for epos across the sites to offer a digital interactive experience on site.

Digital, Print or Hybrid – Members

Physical membership packs have been transformed from a plain letter to a fully inclusive pack printed and despatched on a 24 hour turnaround. Welcome packs for both the Kent and Devon parks contain personalised letters, cards, site specific newsletters and personalised bookmarks presented in high quality capacity folders in fully branded printed envelopes; each pack content driven by the membership level purchased Wildwood Member, Wildwood Guardian or Wildwood Champion

More Time to Focus on Growing Membership

Team members at Wildwood sites are freed up to focus on member engagement rather than spending their time producing welcome packs that are now professionally outsourced at a higher quality with faster turnarounds.

Membership card technology provides a convenient and cost-effective way for members to receive and interact with Wildwood through their mobile devices and a faster delivery of welcome packs and membership cards reducing member enquiries chasing up membership packs and reducing entry waiting times for members.