Microsoft CRM with Caltech optimizes performance at The NHS Information Centre

Oct. 20, 2009 - PRLog -- The NHS Information Centre is England's central, authoritative source of health and social care information.  Acting as a hub for high quality, national, comparative data for secondary uses, they deliver information for local decision makers to improve the quality and efficiency of frontline care.  

The NHS Information Centre supports existing national policies and looks at future information needs, so implementing Microsoft CRM 4.0 was totally engrained within their strategy.

The NHS Information Centre had inherited a service desk system that really wasn’t working for them.  It had been used previously by other teams and had their information populated in it, and reports were difficult to generate.  They sourced a supplier of CRM and had Microsoft Dynamics version 3 installed, but struggled using this effectively due to other systems not being integrated with CRM and also their lack of internal knowledge and training using CRM.  With no support contract, CRM wasn’t working for them.

Shelley Johnston Acting Knowledge Quality & Process Manager at The Information Centre for Health and Social Care, says “We knew CRM could do so much more, and we were determined to get it right for us”.

The NHS Information Centre contacted Leeds based CRM experts, Caltech.  After initial discussions, Caltech mapped out what they wanted CRM to do for them, and installed the solution.

The main benefits that Microsoft CRM 4.0 brought to The NHS Information Centre is track-able transparent information, exceptional management information, a central place for information and documentation, cost and time savings of support staff and improved efficiency.

The NHS Information Centre also installed the free of charge Microsoft Event Manager Accelerator with Caltech.  “This is invaluable,” says Johnston.

Prior to the event manager package, Information Centre had an access database which was working on its own and data had to be manipulated and pulled out of it.  Caltech have ensured that the branding and text was ready for Information Centre to use easily on go live.  The Event Manager system is up and running and external delegates for events can register through this online and it feeds into CRM.  

Johnston says “We now use this tool for managing all our conferences, delegate badges and lists.”

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