CDS Co-operatives is a small Housing Association that manages around 750 social rented properties. They also act as a managing agent for about 35 smaller housing co-ops across the southeast of England12. This dual role as both a landlord and managing agent creates unique challenges for their operations.
Key challenges with the existing Dynamics applications
- Cumbersome processes and staff frustrations arose after the shift to remote work during the COVID-19 pandemic.
- The existing Dynamics 365 CRM system had issues, with complaints about workflows and processes, leading to a decrease in productivity.
- Some staff lacked sufficient training on how to use the system
Here’s how E&F Solutions helped:
- Project Management: We took on the project management responsibilities, which was crucial for CDS as they lacked the capacity to manage the project internally. This included scheduling meetings with staff, understanding their needs, and ensuring the project stayed on track. The project management was particularly helpful as it coordinated the work between CDS and the original Microsoft partner, making sure that tasks were completed, scoped, and budgeted effectively.
- Ongoing Support and Flexibility: E&F Solutions offered ongoing support beyond the initial project, which was particularly helpful for CDS as they needed to make small tweaks and changes to the system due to regulatory changes or new requirements. This flexibility was invaluable for a small organisation that did not have the resources for large-scale projects or constant changes. We also proactively provided guidance, such as suggesting CDS check with the Microsoft partner about a complaint management update which ultimately saved the organisation money.
- Understanding and Addressing Staff Issues: We engaged directly with staff to understand their frustrations and pinch points with the Dynamics 365 system. This involved not only listening to complaints but also observing how staff used the system to identify specific areas for improvement. This approach helped to pinpoint issues that were not apparent during the initial implementation by the Microsoft partner. By understanding the issues from the staff’s perspective, we could develop and implement solutions that better fit their workflows.