Not-for-Profit Organization Moves from Grant Program to Microsoft Dynamics™ CRM improving employee productivity and proactive case management

“Overall, the new CRM system has allowed The Arc to work more productivity and offer better member relations with no staffing changes. We are now asking ourselves, what we can do better and what programs we can develop to help us streamline our operations. RSM McGladrey were patient in explaining the process and created solutions for our needs.”

Matt George of The Arc of Dauphin and Lebanon Counties

Background

The Arc of Dauphin and Lebanon Counties (The Arc) is a non-profit, membership organization with a primary purpose of providing services and supports, with dignity and respect, to persons of all ages with intellectual and developmental disabilities. Providing advocacy and access to educational, vocational, recreational and critical life skills programs, The Arc is an essential resource for consumers, their families and the community.

 

 

Project

Situation:

• Used paper, FoxPro database, Microsoft Office Excel and Microsoft Access to manage members, donors, and service
• Each service area used a different program to track their information
• Data was not shared between service areas

• So much duplication which was sorted manually

Solution:

• Implement Microsoft Dynamics CRM
• Centralize the data for full use by all service areas
• Create a system to track donations and programs

• Create a program to manage Individual Education Plans (IEP)

Outcome:

• Increase productivity through centralized database
• Proactive case management to improve member, family, and district relationships
• Enhance visibility into program attendance which allows for up-sell of other programs – who attends camp but not educational programs?
• Approvals on grant applications – ability to apply for more and ease of completing application
• Move service responses from reactive to proactive
• Improve customer service - track all activity of consumer to report to care giver
• Work smarter than harder – do more without any staffing changes
• Reduce duplication of entry from different program groups

 

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