Smart Works drew up a proposal and invited companies to bid. After a process of review, Smart Works chose Telefónica Tech to implement Microsoft Dynamics CRM. The brief was clear but as a charity the budget was constrained. Telefónica Tech worked with Smart Works to get the best solution out of the budget available.
Microsoft Dynamics CRM manages, from start to finish, Smart Works’ engagement with their partners, clients and volunteers. Potential customers are referred to Smart Works by a network of close partners including JobcentrePlus, Work Programme providers and numerous charities. Customer data is captured in CRM and the system is then used to book and confirm appointments. The referrers also receive this information so they can support the client throughout the process. Microsoft Dynamics CRM automatically sends out a text reminder to clients 24 hours before the appointment, and another text to follow up after the appointment.
With regards to customer engagement, Rosemary Ashworth, Head of Operations for Smart Works said “We supplement this by following up in person as well, but it’s important to us to know that all our clients have been contacted.”
For the first time Smart Works now has full visibility of all its interactions at its different sites across the country. Dashboards have been set up so that staff can instantly see what’s happening where, for example how many appointments are planned in Birmingham, or how many women in total are being helped each week. The collation and analysis of data is very powerful, and it also allows Smart Works to track their interactions with their numerous referrers.
The step up for Smart Works from using a variety of different data management systems across their offices to investing in one integrated system has been a big step. The management team recognised that in order to grow they needed a more robust data management strategy. Ashworth explained: “Rolling out the CRM programme across our different UK branches has helped us realise the benefits of having our data in one place.”
With the help of Microsoft Dynamics, Smart Works is now in a strong position to expand its reach and the important work it does – empowering women to succeed at interview.