Enhances Efficiency and Security with Dynamics 365 CRM Solution for Immigration Support
Challenge
The Calgary Catholic Immigration Society (CCIS) faced increasing demands in managing the resettlement of immigrants to the Province of Alberta. The organization relied on multiple manual systems, primarily using Excel and various disjointed data storage methods, to track and manage candidates and clients. This fragmented approach resulted in inefficiencies, potential errors, and significant challenges in maintaining data security and producing necessary reports. To address these issues, CCIS needed a unified platform to simplify its processes, enhance data security, and improve reporting capabilities.
CCIS encountered several key challenges with its existing systems. The manual process for managing candidates and clients was inefficient, involving extensive use of Excel and data stored in multiple locations. Reporting was manually intensive, requiring consolidation of data from various systems, including government reports needed for funding. The manual nature of the systems increased the likelihood of errors and actions being overlooked. Data security and the potential for breaches were significant concerns. Knowledge retention was at risk when staff members left the organization. Additionally, searching for information and obtaining updates on candidates was difficult and time-consuming. On-boarding and intake processes were slow due to the numerous manual actions required.
To resolve these issues, Endeavour’s Purely CRM team implemented a new CRM system to facilitate client management, accurate reporting, and data sharing. Using Microsoft Dynamics 365 and the Power Platform, the new CRM system consolidates CCIS’ previously manual systems into one unified and manageable platform. Key components of the new system included a Power Automate workflows to simplify operations and project/contact cards to consolidate client information.
Power BI within the Microsoft Power Platform provided reporting capabilities that enabled detailed and accurate reporting, including exporting federal-mandated iCare reports, significantly reducing the manual effort required for report generation. Collaborative data sharing was enhanced with tightened integration with Microsoft 365 SharePoint/OneDrive and Microsoft Teams using Teams’ channels and SharePoint document storage.
By centralizing data and processes, the new system ensured that knowledge was retained within the organization, even when staff members left. The unified platform made it easier to search for information and reduced the time required for onboarding and intake processes, improving overall efficiency, and allowing staff to focus more on client needs.
The design, development, and implementation of the CCIS CRM built on Dynamics 365 and Power Platform brought about significant improvements for CCIS. The organization experienced increased efficiency in managing candidates and clients, with reduced potential for errors and overlooked actions. Reporting became more accurate and less time-consuming, meeting government requirements. Data security was enhanced, safeguarding sensitive information and ensuring compliance with privacy standards. Knowledge retention was no longer at risk, and staff could easily search for information and manage onboarding and intake processes efficiently. All these benefits have enabled CCIS to automate many of its business processes, ultimately improving its ability to support immigrants settling in Alberta.
