Evangelische Heimstiftung Reference report from care services Service requests & customer data
The Evangelische Heimstiftung (EHS) has implemented Dynamics 365 CE in its central advisory office as well as in more than 100 care facilities. Service requests, customer data, and placement processes are now managed centrally and processed digitally.
Digitalization for efficient allocation
The goal of the project was to process inquiries about care places and apartments in „assisted living“ digitally. At the same time, placement was to happen faster and available capacity was to be used more effectively.
Challenges before
the CRM introduction
1. High administrative workload at the facilities
Requests were processed via email communication between the Gute-Pflege-Center (GPC) and the respective facilities. As a result, staff had to manually track all documents and processing statuses. This significantly increased the administrative workload.
2. Limited transparency about available care places
Facilities reported available care places to the GPC by email. As a result, there was no central overview of available capacity. Requests could therefore not always be forwarded to suitable facilities in time.
Solution &
implementation
With a CRM solution tailored specifically to EHS and built on Dynamics 365 CE, numerous improvements were achieved:
Staff record incoming requests from phone, email, or web directly in the CRM. Emails can then be converted into requests with just a few clicks.
The advanced search function helps staff find available care places faster and forward requests to suitable facilities in a targeted way. The result is a better match and shorter processing times.
Every step, from receiving the request to the final decision, is documented in the CRM system, ensuring a high level of traceability. In addition, requests and contact data can easily be anonymized to meet GDPR requirements.
Qualified requests are sent electronically directly to the responsible facilities. Excel lists and email distribution lists are no longer needed. In addition, with AttachPLUS all documents are available centrally.
Conclusion
The CRM implementation has significantly accelerated the processing of requests. At the same time, the solution improves the utilization of care facilities and ensures seamless documentation. Both staff and family members benefit, as requests can be matched faster and more precisely.