The Client

The client is a leading provider of business support and training services across Suffolk and Norfolk. They offer a range of fully funded programs designed to assist new, emerging, and existing microbusinesses from pre-start to long-term growth. Their services include one-to-one coaching, group sessions, advice on business grants and loans, and access to co-working and meeting spaces.

The Challenge

The client struggled with operational inefficiencies due to the absence of a centralised Customer Relationship Management (CRM) system. They relied on spreadsheets and manual processes to manage client data and track program engagement, leading to data inconsistencies and time-consuming administrative tasks. This fragmented approach hindered their ability to effectively support clients and deliver services, highlighting the need for a streamlined, automated solution to enhance service delivery and operational efficiency.

Our Solution

Our collaboration with the client involved the development and implementation of a comprehensive CRM solution using Microsoft Power Platform. The primary objectives were to support their training and business support services, improve data management, and enhance reporting capabilities.

The project included the following key initiatives:

Discovery Workshops

We conducted a two-day engagement where we spent a full day on-site with the client’s team to walk through their business processes in more detail and provide insights into the solutions we have built.

CRM Solution Development

The CRM solution aimed to create a single consolidated view of a client showing the client’s programmes and products a client has engaged with. This significantly reduced the need to use individual spreadsheets to track programme and product uptake and removed the over-reliance on individual client staff per programme.

• The solution enhanced and simplified the production of key reporting metrics required internally by the client and externally by funding partners.

  
  

• We developed a secure portal that provides partners with controlled access to relevant information relating to the programmes they are engaged on.

  
  

• The solution improved the capabilities to update and track individual attendance at the client’s interventions.

Microsoft 365 Technologies Used

• Power Apps

  Used to build custom apps for managing client data and interactions.

  
  

• Power Automate

  Used to automate workflows and streamline processes.

  
  

• SharePoint

  Used for CRM data, document management and collaboration.

  
  

• Microsoft Teams

  Used for communication and collaboration among the client’s team members.

Conclusion

Our partnership with the client successfully addressed their operational inefficiencies by implementing a comprehensive CRM solution using Microsoft Power Platform. This solution streamlined their processes, improved data management, and enhanced reporting capabilities. Follow-on developments further strengthened their operational efficiency and scalability. By leveraging Microsoft 365 tools, the client can now effectively support their clients and deliver services with greater accuracy and efficiency.