Woodgreen partnered with mhance to revolutionise their technological infrastructure. The primary objectives were to consolidate data, enhance service quality, optimise processes, and increase effectiveness.
Customer Background
Woodgreen Pets Charity, established in 1924, has long been a pivotal player in animal welfare across the UK, offering extensive support and care for a wide range of pets.
However, the charity faced significant challenges with its fragmented and outdated information systems.
Supporter data was scattered across disparate legacy systems, creating inefficiencies and making it difficult to streamline processes and personalise engagement with supporters.
Additionally, the need to enhance service quality and increase operational efficiencies to rehome more pets was a critical driver for change.
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The Solution
To address these challenges, Woodgreen partnered with mhance to revolutionise their technological infrastructure. The primary objectives were to consolidate data, enhance service quality, optimise processes, and increase effectiveness. The transformation began with the implementation of Microsoft Dynamics 365 Customer Service for Pet Supporter Care and Microsoft Dynamics 365 Business Central for finance. These systems provided a comprehensive understanding of the supporter base and rationalised operations.
“Our project with mhance is bringing us in line with our strategy and is enabling us to work in a much more effective and efficient way – consolidating our data so that we can better understand our supporters, as well as automating processes so that we can communicate with the right people, at the right time and with the right messaging. I am really excited to see the full benefits of having an end-to-end integrated solution here at Woodgreen.”
Rohan Putter, CEO at Woodgreen Pets Charity
Customer Success
Further steps included replacing the existing animal rehoming software with Dynamics 365 and the Power Platform, resulting in a new system named Pet Central. Pet Central manages the entire process, from pet relinquishment to behavioural assessments, vet checks, and matching with new owners. This unified system provides a single customer view, greatly improving operational proficiency.
The teams at Woodgreen have fully embraced the Microsoft stack. Business process flows built within Pet Central guide users through complex journeys, boosting efficiencies. Power Automate provides seamless integration with third-party systems, ensuring data integrity. The organisation has successfully implemented tools like Gravity Forms, SharePoint integration and Power BI for reporting.
Operational Efficiency: Pet Central has improved reporting and communication across the team, reducing manual data entry and saving approximately one day per week. Automatic caller identification has decreased call times, accommodating a 22% increase in enquiries year on year.
Streamlined Processes: The integration of Gravity Intake Request Forms has halved the processing time for intake requests, significantly speeding up support delivery to pet owners.
Enhanced Reporting: Reporting on small pet adoption processes has been improved by a factor of over 125, saving time and increasing operational throughput.
Knowledge Management: The foundation for an internal knowledge base with over 300 Pet Advice articles has been established, facilitating better data-led decision-making.
Woodgreen’s journey with Microsoft technologies is ongoing. The charity is exploring additional tools like Teams Telephony and Customer Insights to further enhance procedures. Future phases include developing a tighter integration with the Woodgreen website, and using Copilot in Customer Service to deliver information to pet owners more efficiently.
Woodgreen’s collaboration with mhance and commitment to Microsoft technology underscores their innovative approach to improving pet welfare, simplifying working practices, and setting the stage for revolutionising the future of pet rehoming.