Case Study: Sense improves service quality and efficiency with Microsoft Dynamics 365

National charity improves efficiency and service quality with Microsoft Dynamics CRM

Sense is a UK national charity that supports children and adults who are deafblind. Facing multiple disparate databases, spreadsheets and paper systems, the organisation struggled with slow access to management information, time‑consuming case and communication tracking, limited visibility of client journeys and the need to protect sensitive data—so it sought a CRM to improve efficiency, service quality and forecasting.

Working with The CRM Business, Sense implemented a customised Microsoft Dynamics 365 for Customer Service solution with accessibility testing, BSL‑supported training and bespoke audio‑described/subtitled videos. The centralised system (including Bing Maps visualisations) gave 400 users instant access to client records, removed information silos, freed staff and volunteers from manual data maintenance, improved service forecasting and provided granular security controls for sensitive information.

Sense

Joff McGill

Sense