SILC

SILC (Surrey Independent Living Charity)

Company bio:

SILC was founded as a charity in 1997 to support disabled people in Surrey and has been doing so since then. As a user-led organisation, SILC has an in-depth and personal understanding of the challenges facing disabled people in the UK and a strong desire to provide the right support services to them. Their vision is that every disabled adult, child, older person and carer in Surrey will be able to live more independently, with the same freedoms and opportunities as anyone else. They are on a mission to provide support and information to enable more people to live independently.

SILC

Case Study

The project

From the first point of contact, Rocket CRM was able to quickly understand SILC’s needs and assured the charity that they would be able to devise a solution to overcome their challenges around reporting, user acceptance, data quality, and time-saving efficiencies. 

 

The outcome was a CRM that addressed all of their pain points:

  • Increased productivity and streamlined processes 
  • Improved team collaboration 
  • Reliance on external spreadsheets completely removed 
  • Greater efficiency & better communications 

The solution to the problem

The client’s problems

  • The client required a cloud-based CRM to replace their legacy system held on a server.

  • Their existing CRM had been customised to capture some data, but didn't fully cover what they needed and was not fit for purpose.

  • Their existing CRM solution was slow and clunky and didn't offer a good user experience.

  • It didn't allow them to accurately report.

Our Solution

  • An easy-to-use bespoke solution was built on the Microsoft Power Platform.

  • The CRM integrated with Office 365 allowing users to o access the application with their normal Microsoft 365 login and use the native integrations with MS Word, MS Excel, MS Teams, SharePoint and MS Outlook for tracking emails.

  • Reporting tools meant the charity was able to create accurate reports for the commissioner.

The charity researched many different off-the-shelf CRM products, but it became clear that these would all have similar issues to the existing CRM. They knew they needed something bespoke, cloud-based, cost-effective and future-proof. And building something with PowerApps was suggested to them, and it seemed ideal. 

 

Initially, they talked with their existing IT provider about building a PowerApps CRM, but things didn’t move along quickly enough and so sought out other providers. 

 

From the first point of contact, Rocket CRM was able to quickly understand SILC’s needs and assured the charity that they would be able to devise a solution to overcome their challenges around reporting, user acceptance, data quality, and time-saving efficiencies. 

 

The plan was to build a simple-to-use solution based on the Microsoft Power Platform to offer everything they needed for commissioner reporting in a flexible and easy-to-use CRM application. 

 

With the project signed off, a plan was produced to show the timescales, stages, milestones and deliverables. SILC were able to access a shared Teams page where the plan was held so that they always had the most up-to-date view of the project. They could use the same environment to post questions in the chat or add future ideas and notes. 

 

The project plan was strictly adhered to, which was vital in minimising stress and giving confidence to SILC that everything was in hand. It also ensured they were able to then keep staff informed about progress. 

 

SILC were initially concerned that staff would find the new system overwhelming, but thankfully, they had time to use the “Sandbox” environment before it went live. Plus, staff training helped them to gain confidence and familiarity with the system before it went live. 

 

Comments from the client:

“Rocket CRM was always very reactive. Things were sorted very quickly and they really took time to understand how our organisation worked and what we needed. “

 Rebecca Griffin, Operations Manager, SILC

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