CHS required a CRM that would allow it to better manage a range of disconnected – and often manual – processes., involving contacts, scheduling, purchasing, fundraising, and enquiry. The CRM had to support integration with other systems (both current and future) to maximize data sharing and reporting.
With this implementation, CHS needed to achieve:
- Improved service for customers and patients through efficiency and better insight into users’ needs
- Re-engineered business processes in several areas and better inter-departmental visibility
- Increased overall effectiveness and the ability to expand its service offerings
In addition to the identified technical and business challenges, CHS identified the need to bring in experts to assist with both technical requirements gathering as well as procurement guidance, as time to market was critical.