CASE STUDY
Respiratory Care WA
Streamlined CRM for Enhanced Service Delivery
Respiratory Care WA (formerly known as the Asthma WA) has been dedicated to helping Western Australians live a better quality of life for 60 years. As a registered charity, they deliver diagnosis, education and support to people impacted by a respiratory condition, including Asthma and Chronic Obstructive Pulmonary Disease (COPD).
The Project
The project was conceived to establish a new Customer Relationship Management (CRM) system based on Microsoft’s Dynamics 365 and suite of products. The consisted of 2 phases, each addressing unique aspects of Asthma WA.
Phase 1 focused on establishing the CRM and performing customisations to fulfil Asthma WA’s fundraising and marketing requirements. Phase 2 focused on enhancing the work completed in Phase 1, to perform further customisations to address Respiratory Care WA’s health services requirements.
Throughout the project, stakeholders from Respiratory Care WA’s Senior Management to frontline staff and end-users were consulted to ensure that the CRM is built to address key challenges and concerns faced by staff and improve productivity.
Outcomes
As a result, Respiratory Care WA has enjoyed the following benefits:
- Automation capabilities to generate Health Professional Letters and populate information – which reduces time required to execute processes by significant time.
- Respiratory Educators can now complete the administration of the appointments faster by reducing the manual process of health professional letters without compromising on the quality of service provided.
- Having a single, centralised information system that would act as the source of truth for Respiratory Care WA.
- Integration with other Microsoft Products which allows Respiratory Care WA to use applications like Outlook and SharePoint efficiently, complementing the CRM system.
- Positive downstream effects: Providing better Respiratory Care WA.
- Ability to perform centralise reporting and ability to extract information to perform data analysis to optimise the strategic position of the organisation.
Conclusion
In summary, Respiratory Care WA’s CRM project has resulted in operational improvements. This initiative, executed in two phases with extensive stakeholder involvement, has delivered multiple benefits. Respiratory WA now has streamlined processes and automated workflows to aid the reduction of administrative burdens and accelerate service delivery.
The establishment of a centralised information system and seamless integration with Microsoft Products has not only optimised internal operations but also enhanced their capacity to provide exceptional customer service. These improvements will help Respiratory WA in continued growth and strategic decision-making, by leveraging data analysis and insights to drive organisational excellence for the organisation committed to community service.
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