Crohn’s & Colitis UK, the UK’s leading charity dedicated to those affected by Crohn’s Disease and Colitis, faced significant operational challenges due to outdated legacy systems. Recognising the need for a modern, integrated solution, the charity partnered with mhance to implement Microsoft Dynamics 365 Sales and Customer Service for nonprofits.
Crohn’s & Colitis UK serves over 500,000 people in the UK living with lifelong inflammatory bowel diseases (IBD). The charity's mission encompasses improving diagnosis and treatment, funding research into a cure, raising awareness, and providing support and hope to those affected.
Crohn’s & Colitis UK interacts with over 110,000 members and supporters, offering helpline services, regional events, and research grants, yet struggled with an antiquated system dating back to 1992. This system impeded their ability to manage relationships with healthcare professionals, institutions, and supporters efficiently.
The organisation aimed to achieve a single, integrated view of its members and the IBD community, streamlining operations and enhancing engagement. The key objectives included: - Enhancing support services through digital channels. - Improving data management and visibility. - Streamlining fundraising and research grant processes. - Automating membership and communication workflows. - Solution Implementation
“Our objective was to find a solution to meet our specific requirements. As a partner with a proven track record and an in-depth knowledge of the Not-for-Profit sector, along with the functionally rich and flexible Dynamics 365 for charities solution, mhance was a clear choice. We can now enjoy the many benefits of having one central system that staff, regardless of where they are, can access.”
Volunteers manage cases for patients and families using the integrated CRM and health professionals can log and manage research grant applications via Dynamics Portal technology.
The charity has a map of 137 IBD specialists on its website with data held in CRM and self-managed updating available once approved by C&CUK staff. The map has over 25K views p.a. and is a key resource in connecting people to specialists quickly. Development of this map has allowed the charity to develop a second resource aimed at connecting people with Patient Panels in their area.
All grant applications for research are processed via the Portal/CRM. The Portal/CRM provides the Research Team with a vital up-to-the minute overview of the applications in process and being submitted as well as providing applicants with an easy to use interface for completing the form and uploading supporting documentation. It allows the team to capture important diversity information for greater transparency.
Helpline calls are now recorded in CRM with each call tagged with a case topic for classification, volume and to inform policy and advocacy work through Power BI reports. Case History and template emails help ensure consistency and speed when responding online to c9,500 communications received p.a. through phone/email/LiveChat/other Social Media channels.
Performance is also measured via an automated Customer Voice Survey which can also capture the caller's wellbeing after the call and any actions they intend to take to manage their condition.