Not-for-profit social enterprise deploys Dynamics 365 to scale their business
Who are Here?
Here is a not-for-profit social enterprise owned by GPs, practice managers, nurses and by their staff. It was established in 2008 by a small group who wanted to make a meaningful contribution to help achieve Brighton and Hove’s healthcare goals. Through partnerships with primary care and health and social care providers, they create health services and solutions which are shaped around the needs of the person. Here developed a new training product in 2014 that was nationally recognised for its applicability across the UK, requiring new infrastructure to deliver at scale. Dynamics 365 offered the best solution.
Photograph courtesy of HERE
Microsoft Office 365
Microsoft Dynamics 365
Dynamics 365 for Sales
Dynamics 365 for Customer Service
Business challenges overview
- Poor visibility of communication between staff and clients
- Upcoming changes of their business model required a flexible and scalable CRM platform
Before Here’s Dynamics 365 implementation, the company used an Excel database that was built in-house. However, this was not accessible to non-technical users and line managers lacked the visibility of interactions between clients and their Account Managers.
Here aimed to make their scheduling system more efficient, and use the CRM’s reporting functionality to support decision making around sales and operations.
Maintaining flexibility within the system was another important requirement for Here to enable their users to store additional information about practices and contacts as they transitioned to a more integrated learning method of delivery. Their client profiling and data capture will continue to change as well as the status’ and selections of the CRM record.
Dynamics 365 implementation
In line with their timescales and budget, Here decided to adopt the Dynamics 365 for Sales and Service modules for Phase 1 and harness the capability of Team Members which allow light usage of the Dynamics 365 suite of applications. These include user reporting and access to accounts, contacts, activities and tasks.
Dynamics 365 for Sales is used for processing the deals made with nationwide Clinical Commissioning Groups (CCG) who would purchase Here’s training programme. This involved gradually obtaining information about a client which combines contacts, population size and practices. Once their clients have decided they want to work with Here, they would need to sign a contract, pay an invoice and arrange a date for the training, all of which now forms a process bar within CRM. Furthermore, by combining their new model of delivery with CRM, Here can arrange additional dates for calls and catch ups with the contacts at the GP practices.
The Dynamics 365 Service module was customised to support the process of organising face-to-face training at locations across the country and ensuring the premises they chose had the facilities and trainers required to use their clinical IT systems. Furthermore, Here use a customised case entity to serve as a help-desk solution that supports their business processes and manages issues through to resolution.
Business objectives realised
- 360 view of the sales pipeline and all avenues of communication
- Power BI reporting: The advanced reporting Integration with Dynamics 365 allows the organisation to see visually rich, quantitative data for all aspects.
- Interactions between staff and clients are tracked, including data that was recorded prior to the CRM integration.
- Management of training, delegates, locations and courses
- Tracking of customer tickets and ensuring the swift resolution of issues
Like many of our Cloud9 customers, Here utilise a Membership Support contract which has encouraged Here to make ongoing tweaks and adjustments to their solution as well as enjoying unlimited ad-hoc training, which ensures high levels of user adoption and increasing return of investment.
We now have one source of truth. This has drastically changed the way we manage our customer needs, and support our staff to make good decisions. It has been an incredibly successful investment. The team at Cloud9 have been great!