As innovators and leaders in the disability sector, Spectrum Care needed a “world class” customer relationship management (CRM) system that would give them an all-important centralised view of the people they serve over 90 sites in the Auckland, Waikato and Bay of Plenty regions. Spectrum Care needed a user-friendly system that would underpin and bring together every area of the business, increasing the value, visibility and usability of information, streamlining business processes and enabling enhanced and more timely and meaningful reporting.
Having previously engaged Empired to implement its Microsoft Dynamics NAV financial system and SharePoint intranet, Spectrum Care again looked to this long-standing relationship (and well-established commitment to Microsoft technologies) for a CRM system that would support its drive for excellence.
The previous system had originated within the finance team and didn’t encompass the goals and needs of the whole organisation. Staff lacked trust in the system. It wasn’t user friendly or reliable and, as a consequence, information was stored in many different places: within Excel, Access, on paper, in the finance team’s database and in people’s heads. It presented an incomplete view of the organisation and its service users, thus discouraging everyday use and suffering poor adoption.
Spectrum Care’s vision for its CRM solution was clear and in line with its overall business objectives: “In essence, it’s all about getting a central view of the service user and using technology to work towards what in the industry we call Outcomes.”
Justin Walsh, Spectrum Care’s Communications and Relationships Manager says, “The better we can be as an organisation, the more we’ll be able to achieve our vision of ‘People with disabilities living great lives’, and the introduction of a high-quality CRM system has allowed us to take a significant step forward in modelling our objective of ‘excellence’. It’s also made a significant contribution to achieving our vision of providing bespoke, person-centred outcomes for the people we serve.”
Spectrum Care’s IT Manager, Aaron Overington, explains, “By containing our organisational knowledge in one central, searchable repository, we can gain greater insights into our people’s needs and, as a result, we’re able to better serve them by focusing our efforts where they can have the greatest impact.”