Profile and Challenge:
The IBA on-premises Dynamics CRM system was hampered by obsolete configuration not addressing changing business needs and flawed data due to accuracy of captured information, which are crucial for accurate reporting and compliance. These system shortcomings undermined the efficiency of operations and hindered IBA’s ability to deliver on its strategic objectives.
Faced with these issues, Teratek was tasked with making vital enhancements to the system, in addition to providing managed application support. Our objective was to address current inefficiencies and refine the day-to-day processes in the CRM, ensuring it accurately reflects the information necessary to meet changing business and regulatory needs.
Solution:
As a result of the implementation, Teratek was able to
- Comprehensive System Analysis & Modification: Teratek performed an assessment of targeted CRM business processes, pinpointing and subsequently implementing enhancements to improve functionality.
- Dynamic Feature Development & System Customisation: Custom modules were designed to foster stronger engagement and to bolster financial management processes, ensuring IBA’s evolving business requirements were met.
- Workflow Optimisation & Configuration Changes: The CRM configuration was optimised to streamline workflows, simplify user navigation, and expedite data processing.
- Data Management & Analytical Reporting: Data and processes were improved for greater accuracy, complemented by the creation of custom reports for insightful analytics to aid strategic decision-making.
Result:
The comprehensive solution resulted in:
- The CRM enhancements resulted in a notable boost in performance and user satisfaction, showing a marked solution enhancement compared to the previous 12 months.
- Data Capture & Reporting: Enhanced data accuracy and robust reporting capabilities enabled more informed strategic decision-making, with streamlined operations leading to improved efficiency and cost savings.
- Enhanced Operational Integrity: This alignment ensures that the system functions more effectively, supporting daily operations and facilitating smoother execution of tasks, which contributes to the IBA’s ability to meet its strategic objectives more efficiently.
In conclusion, the business case underscores Teratek’s commitment to delivering comprehensive solutions that address core challenges while paving the way for future growth. Through the successful enhancement of IBA’s Dynamics CRM system, Teratek has bolstered IBA’s ability to effectively serve their community, enhancing data integrity and operational effectiveness in support of Aboriginal and Torres Strait Islander economic independence.