MacIntyre, a national charity dedicated to providing learning, support, and care for individuals with learning disabilities, collaborated with Pragmatiq to develop a bespoke CRM solution using Microsoft Dynamics 365. This partnership aimed to address operational inefficiencies, enhance service management, and drive better outcomes.
Background & Challenges
Background:
Since its establishment in 1966, MacIntyre has expanded its services to include employment support, supported living, registered care, and more. However, the charity faced several challenges with its existing systems and processes.
Challenges:
- Disconnected systems: Reliance on Excel spreadsheets and email, with complex spreadsheets accessible only to specific individuals, hindered quick access to key information.
- Lack of centralised database: The absence of a unified database for customers, stakeholders, and contracts complicated contract management and led to missed funding and donation opportunities.
- Inefficient internal communication: Email-based communication buried key information in lengthy threads, reducing productivity.
- Manual referral and tender management: The manual management of referrals and tenders lacked tracking capabilities and proactive reminders, causing rushed task completions and time constraints.
- Cumbersome reporting: The manual compilation of reports from multiple sources wasted valuable hours each month.
- Lack of strategic insights: Difficulty in obtaining a holistic overview of the organisation and key insights necessary for strategic decisions, such as referral numbers, contract values, and vacancy management in supported living services.
The Solution & Implementation
Discovery and Planning:
Pragmatiq conducted a detailed analysis and investigation to understand the unique requirements of MacIntyre and designed a customised solution made just for their organisation.
Execution:
- Custom CRM solution: Designed and implemented a bespoke CRM solution leveraging Microsoft Dynamics 365 to manage sales and business development activities.
- Lead and opportunity tracking: Introduced functionality to track business development activities, increasing visibility and centralising information.
- Email integration: Implemented integration between Outlook and Dynamics 365 for tracking email correspondence related to opportunities.
- Tender management: Added functionality to support tender management, enabling the tracking of key stages, documents, deadlines, and sign-off points.
- Referral and vacancy management: Reviewed and implemented functionality to track vacant accommodation and referrals, providing visibility around gaps and structured processes for filling them.
- Contract tracking: Added functionality to track current contracts and details with commissioning authorities, enabling revenue tracking across business areas.
- Management dashboard: Implemented Microsoft Power BI to create a management dashboard, providing visibility into leads, opportunities, contracts, vacancies, referrals, tenders, etc.
The Outcomes
- Optimised referral and tender management: Dynamics 365 provides structured control over referral and tender processes, allowing MacIntyre to track stages, renewal dates, and follow-ups across the country.
- Improved operational efficiency: Centralised data storage in Dynamics 365 increases visibility, streamlines operations, and reduces data duplication in spreadsheets.
- Increased employee productivity: The leads and opportunities functionality within the CRM organises business development, prioritising tasks and integrating communication and files via Outlook and SharePoint, saving time and enhancing productivity.
- Enhanced management decision-making: Implementation of Microsoft Power BI enhances reporting capabilities, providing real-time access to centralised data for informed decision-making without manual effort.
- Enhanced data security: Customised security model in Dynamics 365 ensures confidentiality by restricting access to specific permissions, enhancing overall data security for MacIntyre.
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