Senses had been managing clients and staff with a web-based application popular with charities. This was limited to capturing client details, their services and case notes whilst navigation and data extraction was clumsy. Senses needed something that was easy to use and manage so that staff could concentrate on working with clients rather than managing administrative tasks. Intergen developed a Client Care Management System built on Microsoft Dynamics CRM 2011, which is ideal for data manipulation and reporting. Dynamics CRM features include marketing campaign management, including bulk emailouts; services case management facilities to handle client enquiries and feedback; and business intelligence dashboards, reporting, and data search to manage business processes. The system also fully integrates with Microsoft Office, specifically Microsoft Outlook, where emails and calendar appointments can be tracked within client records. The Client Care Management System helps deliver the full range of client care services, handling management of the programs, alerts and accommodation registers, as well as managing client files, group sessions and the client qualification process. More information: http://www.intergen.co.nz/Our-Work/senses-australia-crm/

1. Not for profit, community services
case study
Good sense
SENSES AUSTRALIA
Getting data where it’s
needed – in a heartbeat
The situation
“Intergen were brilliant.
They really thought
about what we asked
for and how the system
could do it in the most
efficient way, rather than
just saying yes to the
request and developing
an expensive solution.”
Darren Munday
CFO, Senses Australia
Senses Australia provides disability
support throughout Western Australia.
In 2011/2012 it delivered 144,985
hours of services to 452 clients, a 19%
increase from the previous year and
the sixth year that client hours grew.
Although a charitable organisation
whose funding comes from the State
Government, Senses also operates in a
similar way to the private sector. That’s
because some funding goes to the client,
who then chooses which organisation
they want as their provider.
The pain
Senses had been managing clients and
staff with a web-based application
popular with charities. This was limited
to capturing client details, their services
and case notes whilst navigation and
data extraction was clumsy. Senses
needed something that was easy to use
and manage so that staff could
concentrate on working with clients rather
than managing administrative tasks.
What’s more, to create reports, they had
to send requests to an external agency
which extracted and manipulated data as
needed, making it impossible to make
quick decisions or to deliver timely reports.
The technology
Intergen developed a Client Care
Management System built on Microsoft
Dynamics CRM 2011, which is ideal for
data manipulation and reporting.
Dynamics CRM features include marketing
campaign management, including bulk
emailouts; services case management
facilities to handle client enquiries and
feedback; and business intelligence
dashboards, reporting, and data search to
manage business processes. The system
also fully integrates with Microsoft Office,

2. specifically Microsoft Outlook, where
emails and calendar appointments can
be tracked within client records.
Greater transparency has also been
delivered via built-in analytical
dashboards and reporting.
The Client Care Management System
helps deliver the full range of client care
services, handling management of the
programs, alerts and accommodation
registers, as well as managing client
files, group sessions and the client
qualification process.
Senses now has a responsive way to
capture data needed to manage client
interactions. Data is integrated with
Microsoft NAV software so, as new
clients are added, dimension values are
automatically created. This allows
Senses to allocate costs to particular
client services.
The delivery
NAV integration also means that staff
only need enter client details at referral
and assessment time, which then
automatically appear in the financial
database. Plans are afoot to add client
contracts to the system. Integration with
SharePoint means the end of slow paper
referrals, with referrals now being
scanned and sent to the next person for
assessment via workflow.
Senses had a tight budget. Intergen
addressed this by building functionality
into the off-the-shelf product, reducing
time needed for bespoke development,
also bringing functionality across from
Senses’ previous system.
Using Microsoft CRM, therapists make
an appointment in Outlook, see the
client, and on completion go back to the
appointment in Outlook. From there,
they record the time they spent with the
client, time spent on preparation and
travel, and their case notes.
“That seamless process is a huge
benefit,” says Senses CFO, Darren
Munday. “It ensures we get accurate,
up-to-date figures quickly. Our staff can
also use Outlook to invite colleagues,
such as an occupational or speech
therapist, to work with a client. We work
in a multidisciplinary environment, so
the ability to collaborate is invaluable.”
The gain
Now that information is held in a central
database, Senses can use Advanced Find
to drill down to the information needed
to write clear and powerful reports for
funding and planning. This has
fundamentally altered the business.
An intuitive interface and structured
business workflows make it
straightforward to use.
AUCKLAND
CHRIS TCHURCH
Additionally, rapid notification of new
clients speeds up allocating staff,
eligibility assessments of referrals and
decisions on service delivery.
Like other not-for-profits, Senses must
now report to clients as well as the
government. Not only can they do this,
but they are also well positioned to meet
future expectations. Because Intergen
integrated Microsoft CRM with Microsoft
NAV, data such as time spent with
clients as well as other financial based
information can be quickly collated into
meaningful reports.
“We are at the start of a sea change in
our industry, moving from output to
outcomes-based,” says Darren. “Most
organisations can’t measure outcomes
– and we were struggling, too. We don’t
know exactly what reports we’ll generate
yet, but we are well placed to respond to
any requirements having put in place a
system and a structure that allows us to
flexibly create whatever we need.”
DUNEDIN
MELBOURNE
PER TH
The Business Case
As a provider of disability support
through Western Australia,
operating in both the private and
public sector, Senses Australia
needed a Client Care Management
system that would allow them to
better manage their growing service
and reinforce their position as a
professional organisation that’s
easy to do business with.
The business value
»» Easy to use, familiar interface,
with data integrated across the
Microsoft platform
»» A seamless, straightforward
work process, eliminating
inefficiencies
»» Immediate access to
information allows greater
transparency and ability to
make quick decisions and more
timely reporting
»» Time savings in moving away
from paper-based processes
»» Ease of collaboration
The Engine Room
Microsoft Dynamics CRM 2011
Integration with Microsoft
Dynamics NAV, SharePoint
and Outlook
With Intergen staff working
across organisations of all
sizes and types, our offerings
include portals, content
and collaboration solutions,
Microsoft Dynamics financial
and relationship management,
custom software development,
management consulting
and hosting services.
REDMOND
SYDNEY
WELLING TON