More time for families. Less time on administration.

01 / Customer experience

Situation

In the realm of fortifying family bonds and nurturing meaningful connections, Interrelate stands as an unwavering not-for-profit organization committed to weaving the fabric of stronger relationships, especially within the realms of parent-child dynamics. Merging the professionalism akin to a corporate entity with the genuine compassion intrinsic to a not-for-profit, Interrelate boasts a formidable presence across more than 30 physical locations and a robust online sphere. With a legacy spanning over 90 years, the organization transcends mere statistics, evolving into a trusted lifeline that has touched and enriched the lives of over 110,000 clients.

Going beyond numbers, Interrelate serves as a vital connection point, seamlessly linking individuals to their communities and cultural roots. Their transformative programs are meticulously crafted to empower families, equipping them with the tools to navigate life's myriad challenges and instilling resilience and strength from the foundational years of primary school to the intricacies of adulthood.

In the pivotal year of 2018, Interrelate approached us with a distinctive set of challenges. At that time, they grappled with the constraints of legacy applications, a complex labyrinth that made managing their multi-location presence an intricate task. The sheer magnitude of their database added an extra layer of complexity, rendering comprehensive management a formidable challenge. This is the narrative of how, hand in hand, we embarked on a transformative journey to revolutionize their operations, breathing new life into their noble cause and elevating the essence of their impactful work.

02 / Customer experience

The challenge

Interrelate grappled with the constraints of legacy applications, hindering the fluidity of their operations. The decision to evolve technologically became imperative to break free from these digital shackles and embrace a more agile and responsive infrastructure.

Operating across 30+ locations, Interrelate faced the intricate task of orchestrating seamless collaboration. The challenge wasn’t just geographical; it was about knitting together a cohesive service delivery fabric, ensuring that the essence of their programs resonated uniformly.

The sheer volume and complexity of data posed a significant challenge. Interrelate sought solutions to not only efficiently manage this expansive database but also to extract meaningful insights, transforming information into a strategic asset.

Transitioning from the familiar to the unexplored presented its own set of challenges. Migrating a substantial amount of historical data was akin to navigating uncharted waters, requiring meticulous planning to ensure a smooth and glitch-free journey.

Understanding and nurturing client relationships is at the core of Interrelate’s mission. The absence of an integrated CRM system meant that this understanding wasn’t as nuanced as desired. The quest was to seamlessly integrate customer insights into their operational fabric.

Safeguarding the trust placed in them necessitated a robust security stance. Interrelate approached the challenge of fortifying their digital fortress with a commitment to ensuring data integrity, confidentiality, and overall operational trustworthiness.

03 / Customer experience

The solution

In tackling the multifaceted challenges on their journey, Interrelate strategically embraced a comprehensive solution – Microsoft Dynamics 365.

This integration reduced manual processes, centralized data management, and enhanced communication and collaboration across the organization. It also enabled anytime, anywhere access to information, personalized customer experiences, automated routine tasks, and optimized service operations.

• Sales — The Sales module automated sales processes and improved lead management, allowing the team to focus on relationship-building and closing deals.
• Marketing — The Marketing module enabled the creation of targeted campaigns and provided analytics to optimize marketing strategies.
• Customer Service — The Customer Service module offered a comprehensive view of each client and efficient case management, ensuring personalized and consistent service.
• Customer Voice — The Customer Voice module facilitated real-time feedback collection and analysis, providing actionable insights to enhance services.
• Field Service — The Field Service module optimized scheduling and resource allocation, with mobile access improving field team efficiency.

04 / Customer experience

Customer benefits

• Enhanced Productivity — The substantial reduction in manual processes translated into a remarkable boost in productivity for Interrelate’s teams. Employees were able to redirect their efforts towards more value-driven tasks, resulting in improved output and overall efficiency. This newfound productivity had a positive impact on the organization’s bottom line.
• Data Security and Centralization — Dynamics 365 brought a heightened level of data security and centralization to Interrelate’s operations. The implementation effectively dismantled data silos that had previously plagued the organization. This centralization not only improved data management but also enhanced data security, ensuring that critical information was accessible only to authorized personnel.
• Anytime, Anywhere Accessibility — In today’s fast-paced business landscape, the ability to access critical information from anywhere is paramount. Dynamics 365 provided Interrelate with the flexibility to retrieve documents and insights from any location, at any time. This capability facilitated seamless collaboration among Interrelate’s widely dispersed teams, enabling them to work cohesively, regardless of their physical locations.
• Improved Communication and Collaboration — Collaboration became a cornerstone of Interrelate’s operations after implementing Dynamics 365. The solution fostered improved communication and collaboration across all levels of the organization. Teams could work together seamlessly, even if they were geographically distant. This enhanced collaboration had a positive impact on project execution and decision-making.
• Efficiency and Effectiveness — Interrelate witnessed a significant boost in operational efficiency and effectiveness. Business processes were streamlined, and customer service improved, creating a positive ripple effect throughout the organization. This efficiency not only saved time and resources but also contributed to a more competitive edge in the industry.
• Personalized Customer Experiences — Dynamics 365 empowered Interrelate to craft highly personalized customer experiences. By providing rich insights into customer behaviors and preferences, the company could tailor customer journeys to individual needs. This personalized approach significantly enhanced customer satisfaction and loyalty, ultimately driving revenue growth.
• Effortless Service Delivery — Service teams at Interrelate were no longer burdened by mundane tasks thanks to built-in AI and real-time insights. This automation allowed them to focus on delivering exceptional customer interactions, making their work more effortless and more rewarding. This not only improved employee morale but also resulted in higher customer satisfaction.
• Optimized Service Operations — In addition to improving customer service, Interrelate optimized its service operations. By leveraging automation, they could deliver value to customers more efficiently while scaling their operations. This optimization created a win-win scenario for both the company and its clients, as they received improved services in less time, ultimately contributing to Interrelate’s success.

05 / Customer experience

Key outcomes

The results of this digital transformation were quantifiable and substantial:

• Development at Scale — Dynamics 365 liberated professional development resources, allowing Interrelate to scale their development efforts. This newfound agility enabled them to rapidly deliver innovative and scalable solutions, ensuring they remained at the forefront of their industry.
• Cost Savings — By addressing significant business challenges and automating processes, Interrelate achieved substantial cost savings. This allowed them to redirect resources towards strategic initiatives and introduce innovative service offerings.
• Reduced Operational Costs — Operational costs were significantly reduced through enhanced efficiency and automation. This contributed to overall cost reductions, improving the company’s financial health.
• Increased Customer Retention — The personalized experiences and improved service delivery resulted in higher customer retention rates. Interrelate solidified its customer base and built lasting relationships.
• Faster Onboarding — Streamlined onboarding processes reduced the time required to get new employees up to speed. This enhanced operational agility, allowing Interrelate to respond swiftly to changing market dynamics.

06 / Customer experience

Overall business impact

As a result, Interrelate experienced increased productivity, improved data security, operational efficiency, and higher customer satisfaction, ultimately transforming their ability to serve and support their clients effectively.