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 & Implementation
Discovery and Planning
Pragmatiq conducted a comprehensive analysis of Alabaré’s operations to ensure that Microsoft Dynamics 365 would be implemented in a way that aligned with the charity’s unique needs.
Execution
- Unified system with Dynamics 365: A centralised, integrated platform 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 the system was adaptable.
- Tailored 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.
- Advanced reporting and insights: Powerful reporting tools within Dynamics 365 provided Alabaré with actionable insights, enabling informed decision-making and enhanced service delivery.
- Referrals and assessments: The new system supports streamlined referral and assessment processes, helping Alabaré manage new client intakes more effectively and ensure that individuals receive the most appropriate services quickly.
- Enhanced 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
- Increased operational efficiency: The new system streamlines processes, reducing manual tasks and allowing staff to focus more on delivering quality services rather than managing administrative work.
- Scalability for future growth: The cloud-based solution offers flexibility and scalability, ensuring that Alabaré can adapt to evolving needs without disruption.
- Improved collaboration: The unified platform enhanced collaboration across departments by providing real-time, shared client data, enabling quicker decision-making.
- Better data insights: With centralised data, Alabaré can track performance, identify trends, and make data-driven decisions to continually improve service delivery.
- Enhanced client experience: The streamlined processes and faster access to case data allowed Alabaré to provide more timely support, improving both service quality and client satisfaction.
- Fit-for-purpose system: 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.
- Smooth project delivery: Alabaré highlighted the collaborative and flexible approach taken during the project, which helped ensure the solution aligned with their needs and was well adopted.
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