Case Study: Harrow Mencap achieves modernised operations and reduced paperwork with Microsoft Dynamics 365

Leading charity implements CRM system to revolutionise way of working

Harrow Mencap is a leading Harrow-based charity supporting over 900 people with learning disabilities each year. Rapid growth left the organisation reliant on outdated paper processes and a fragmented CRM, making it hard to capture client and staff data, produce accurate reports and avoid duplication—so the charity launched a two‑year transformation programme to modernise its systems.

Working with partner Fabric IT, Harrow Mencap implemented Microsoft Dynamics 365 across five modules (including Field Service) with a phased rollout and Office 365 integration. The new CRM cut paperwork, improved caseload management and staff scheduling, streamlined reporting for funders, delivered cost savings and boosted staff confidence and efficiency, enabling more face‑to‑face time with clients and better outcomes tracking.

Harrow Mencap

Alison Davies

Deputy Chief Executive