Case Study: Children 1st improves family support and impact measurement with Microsoft Dynamics 365

Children 1st protects families across Scotland with Dynamics 365

Children 1st, a Scottish nonprofit providing whole-family support, needed to replace its end-of-life CRM and improve how frontline staff record and use up-to-date information. The organization chose Microsoft Dynamics 365 Customer Service to better support its inclusive approach to helping children and families while integrating with its existing Microsoft cloud tools.

With Microsoft Dynamics 365, implemented with partner Kerv Digital, Children 1st streamlined case recording, updated language in records to be more family-friendly, and added dashboards and Power Apps to improve visibility and relationship mapping. The solution helped staff spend more time with families, track high-risk cases more effectively, and measure just seven key outcomes instead of 250, with current data flowing into Power BI for faster reporting and clearer impact communication to funders and supporters.

Children 1st

Eileen Scouller

Assistant Director for Digital Development