Alabaré enhances service delivery with Microsoft Dynamics 365
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Pragmatiq partnered with Alabaré, a UK-based charity supporting vulnerable individuals, to optimise their operations and improve service delivery using Microsoft Dynamics 365.
Background & Challenges
Background
Alabaré provides housing, support, and opportunities to vulnerable and homeless people across the UK, helping them transform their lives. Their goal is to make a real difference in people’s lives by delivering tailored services. However, the charity faced significant challenges with disconnected systems and inefficient processes, which hindered their ability to effectively track and manage the diverse needs of their clients.
Challenges
- Limitations with existing system: Alabaré was primarily using Harmonia, but the system could no longer meet their growing and evolving requirements. As their services expanded, the need for a more adaptable and scalable platform became clear.
- Complex service requirements: The breadth of Alabaré’s services made it difficult for existing systems to adapt to varying operational needs, requiring a more flexible and configurable solution.
- Inefficient case tracking: They had a manual process for case management, which led to delays and inconsistencies, impacting the speed and quality of service provided to clients.
- Inadequate reporting: With no effective reporting tools, Alabaré struggled to gather meaningful insights on service delivery and client outcomes, making it challenging to make data-driven decisions.
The Solution
- Unified system with Dynamics 365: A centralised, integrated platform built on Microsoft Dynamics 365 was implemented to manage client data and case tracking, providing a single source of truth and eliminating the need for multiple systems.
- Comprehensive service support: Understanding the variety of services provided, we customised Dynamics 365 to meet their unique requirements. Some of their support services include mental health support, veteran assistance, and parent & baby care, and although there were similarities in how these are set-up, there are also variances between them, so it was crucial that the system was adaptable.
- Customised service-specific workflows: Pragmatiq optimised internal processes by customising workflows, ensuring that the technology aligned with daily operations and enhanced staff efficiency.
- User-friendly mobile app: Dynamics 365 is available via a mobile app, enabling staff to access client data and update case information on-the-go, improving responsiveness and service delivery.
- Reporting functionality: Powerful reporting tools within Dynamics 365 provided Alabaré with actionable insights, enabling informed decision-making and enhanced service delivery.
- Referral and assessment management: Developed an automated referral and assessment process within Dynamics 365 that captures client intakes from multiple sources, routes cases efficiently for review, and ensures timely, appropriate allocation of services.
- Case management: Case tracking is now fully integrated within the system, providing a structured, consistent approach to managing support journeys and enabling staff to monitor progress and update information in real time.
- Capturing tenancy details: Given Alabaré’s focus on housing vulnerable individuals, a specific tenancy management capability was configured within Dynamics 365. This allows staff to accurately track housing arrangements, tenancy timelines, and associated support, ensuring individuals receive appropriate and sustained accommodation.
- Microsoft 365 integration: Integration with Microsoft 365 tools such as Outlook, Teams, and SharePoint further enhanced staff collaboration, document management, and communication, supporting a connected and efficient working
The Outcomes
- More time for life-changing support: Streamlined processes and automation reduces manual administrative tasks, enabling staff to spend more time on delivering life-changing support, improving the quality and impact of care for vulnerable individuals.
- Improved staff experience: The solution was tailored specifically around Alabaré’s services and operational needs, allowing staff to continue working in a way that suits them, rather than having to adapt processes to fit the technology.
- Instant insight into housing and support status: With tenancy details fully integrated, staff can monitor housing arrangements and support timelines instantly, reducing risks of missed interventions or lapses in care.
- Faster client intake and referral processing: Automated referral and assessment workflows significantly shortens the time from initial contact to service delivery, enabling Alabaré to respond faster to vulnerable clients’ needs.
- Scalable platform built for growth and flexibility: Dynamics 365 provides the flexibility to expand and adapt as Alabaré’s services grow, enabling the charity to expand its reach and services, without facing tech bottlenecks or costly overhaul.
Contact us today to book a free discovery call and learn more about our solutions and technology.
