Case Study 20 November 2018

Harrow Mencap

Leading charity implements CRM system to revolutionise way of Working

Harrow Mencap

Harrow Mencap is a registered charity and leading provider of personalised services for people with learning disabilities in Harrow.

 

Challenge: The need for modernisation

The organisation has diversified and grown at a rapid pace in recent times offering a wide range of services as well as recruiting new personnel. The challenge it faced was its infrastructure had not grown at the same pace which led to an over reliance on out-dated paper-based systems.

The lack of a modern and dynamic IT and CRM infrastructure was having a significant impact on the charity’s ability to capture detailed data such as reporting on business activity, client outcomes and employee information.  The charity did not have the resources to identify trends and respond to new business opportunities, whilst duplication and inefficiency led to delays in the completion of tasks and frustration from staff.

A two-year programme of change was planned to help transform the way Harrow Mencap did business, to strengthen its capacity and make sure all policy and processes were fit for purpose. It was decided that the time was right to change and implement a solution that could help address these challenges.

 

Solution: Dynamics 365

The decision was taken to implement Microsoft Dynamics 365, an all-in-one business management solution that would be easy to use and adapt to. It allowed Harrow Mencap to integrate all aspects of the business and streamline its processes, as well as cope with ongoing growth.

Harrow opted to install five Dynamics 365 modules including Field Service, to manage client relationships and staff scheduling, Employee and Volunteer Management, Supplier and Order Management, Events and Social Engagement and Project Management.

Fabric IT provided a solution that, for the first time, offered a unifying and evolving CRM, capable of bringing all the charity’s information together with ease of access. It encouraged greater efficiency and led to a reduction in duplication of work, which resulted in a number of cost savings.

Fabric proposed a phased approach to installation which meant the charity could work with the provider to design the best solution to meet its requirements. It also gave Harrow Mencap time to train staff on each phase of the system. This approach led to greater buy in and members of the team not feeling overwhelmed by having to learn multiple new processes at one time.

“It’s helped us modernise and become more effective and efficient. It’s enabled us to identify trends, be more robust with our business planning, inform our decision making and encouraged new ways of working across the organisation.”
Alison Davies, Deputy Chief Executive

 

 

Fabric IT provided a solution that, for the first time, offered a unifying and evolving CRM, capable of bringing all the charity’s information together with ease of access. It encouraged greater efficiency and led to a reduction in duplication of work, which resulted in a number of cost savings.

 

Business benefits: The impact of Dynamics 365

The main business benefit has been the reduction in paperwork which has allowed staff to manage their caseloads more effectively and to have more face-to-face time with clients. It’s also helped to focus more on specific goals and outcomes for individuals, which has been viewed as particularly advantageous. The user-friendly nature of Dynamics 365 means it drives users through processes and has had a particular impact on the care and support services. Staff can use the system for every point of contact, from initial assessment and developing an individual support plan to reviewing outcomes of care.

The functionality of Dynamics 365 has made monthly and quarterly reporting for the charity’s funders much easier to complete as the system can filter the exact data needed.

The new system was tailored to the requirements of Harrow Mencap which eliminated the risk of developing a bespoke solution that would have had major cost implications. Fabric IT ensured a value for money solution that suited the charity’s needs.

The phased approach allowed for integration with the existing Office 365 platform and meant staff felt confident in the systems they are using and limited delays in adapting. For those with limited IT literacy Fabric IT provided extra training which has resulted in greater understanding and efficiency.

Overall the solution has helped Harrow Mencap challenge the way it does things and encourages new ways of working across the organisation.

“It was my role to manage the process of transformation for Harrow Mencap and this was an area highlighted as key to helping us modernise. For me, seeing us work in a more modern and efficient way is fantastic and implementing this solution has had an extremely positive impact on us as an organisation as well as helping us to move forward.”
Alison Davies, Deputy Chief Executive

 

Harrow Mencap

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