Microsoft Dynamics 365 Non-profit Partner m-hance selected by RISE community interest company to transform its help and advice process


m-hance, a leading Microsoft Gold Partner, is delighted to announce that it has been selected by RISE to undertake a project to transform the charity’s help and advice case management process.

RISE is a community interest company that designs and delivers behavioural change programmes and new approaches. Its work can be used in the criminal justice system and community to transform the lives of individuals, families and communities. Identifying that its existing case management process could be greatly improved through the implementation of a digital solution, RISE made the decision to look for a cloud-based, centralised system that was flexible, secure, scalable and had the ability to integrate with Microsoft Office 365.

m-hance’s Dynamics 365 Help and Advice solution was chosen as it met with the charity’s specific requirements. It was implemented with built-in Business Process Flows to guide the charity through the administrative journey of processing service user referrals. This included meeting its Service Level Agreement of first contact within five days, merging data into Word documents and efficient tracking of all communications; especially emails through the Dynamics 365 app for Outlook.

In addition to this, m-hance developed a bespoke event management system of customer record types which allows RISE to create course codes from templates, schedule sessions and enrol service user cases onto courses. Crucially, the facilitators running the courses can now log attendance and session feedback straight into the solution; saving it against individual cases. Any documents related to the case, including initial and final assessment reports, are also saved against the case service user thanks to SharePoint integration. All related information is easily accessible from a central place and the addition of Power BI means that the charity’s reporting capabilities are vastly expanded.

Tory Cassie, NfP Business Development at m-hance says “We are providers of tailored Customer Relationship Management (CRM) and finance solutions to the Non-for-Profit (NfP) sector. Our NfP 365 suite of products, including NfP 365 Help and Advice, helps charities to digitally transform and supports them in improving the delivery of their mission. We are delighted to be working in partnership with RISE and understand their unique needs. Selecting m-hance as its preferred partner is testament to our expertise and experience in this sector and we look forward to continuing to work closely with the team.”

The implementation of m-hance’s solution has resulted in the charity achieving a much more streamlined journey for both service users and its employees. An important reason for this is that overdue reports or missed attendance is now flagged in dashboards and followed up accordingly. Therefore, this shared space for case correspondence means it is much harder to duplicate or confuse communications.

Richard Tibble, Performance and Quality Analyst at RISE states “It was a fantastic experience working with the m-hance team. We were so impressed with how fast they understood our work, the processes and the terminology. We were given absolute confidence throughout the project and everything we asked for was delivered upon. What really sets m-hance apart from other software support companies is their willingness to work so closely with customers; even providing training in the system as its being developed. RISE can go forward now with new confidence, working with a system recognised as the standard across industries and no longer in an ad hoc way.”

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