Finding a solution for CRM and project management

• To replace Excel spreadsheets with a reliable project management solution 

• To reduce the risk of human error within a range of processes  

• Get real-time insights that help inform the team 

• Find a provider that offers affordable, personalized support 

• Create a consistent approach that every consultant can use for each project 

• Improve client response times 

Before adopting Workbooks, Shani Jackson, Head of Member Services at ECC and the team were relying heavily on Excel spreadsheets and a disparate system to manage project and track information against members and clients. This created two key challenges: 

Excel spreadsheets lead to lack of real-time data

“The main issue we had with being on Excel and on everyone’s individual laptops and desktops is that we didn’t have live information. So, we would only really know what we’ve done in any one month at the end of the month, when each person had submitted their spreadsheets and our finance person had processed all of that. So, it might be the 8th of the month before we know what we’ve done in the month before. 

 We provide software to our members supported by consultancy services. So only having key information at the end of each month was a challenge.” 

Bringing together information about members and clients into one place

 “We also had some challenges around the fact that our data was in various places. It would take us a while to gather data together. Now we have the information about different aspects of the relationship with our customers in one place, so our team have a picture of the situation for each. This is saving time and helping us to understand our engagement levels better.” 

Choosing a project management tool  

The team wanted to find a project management tool that would help their consultants offer clear and consistent services to clients. 

“Our consultants have to track the time that they’re spending with our clients and our members. And then at the end of each month, we bill those clients and members.”  

Shani decided that with Workbooks’ all-in-one CRM and project management solution they could centralize data, ensure it was kept secure and make it easier for invoicing, project management and customer data to be managed in one place.   

After being involved in multiple CRM implementation projects in previous roles, Shani knew the team needed a customized solution from the get-go.  

“I’ve launched a lot of CRM software in my time and moving always feels bit too complicated. I think the stand-out benefit of Workbooks for me, is the implementation process. It was a very personal process. The team understood our organization and I felt like we had a lot of customization.” 

 Helping their CEO share accurate real-time insights 

With Workbooks reporting and a personalized project dashboard, the team were able to use real-time insights to fuel business discussions. 

“Nicholas Johnston, our CEO, loves the personalized project dashboard that we use. The team at Workbooks have been great at helping me get these set up and now we have a KPI dashboard in real time. He used it in our board meeting in December and the board are really happy that they’re getting up-to-date information. Our old reporting methods didn’t give us real-time data so we’re enjoying the ability to drill into information using reports too. Previously, we’d have had to go away and do a lot of downloading of spreadsheets to be able to get that information, but it’s instantaneous now. This is where the mixture of CRM and Project Management comes together to give real business value. 

Workbooks helps us keep our data accurate. We can manage projects and associated invoices quickly and easily in once place.” 

 Helping the finance team save time 

 The finance team were able to see big efficiency gains by having all their data in once place with insights in real-time. 

 “Our Business and Finance Manager, Kiva Falvey, has seen big time savings. She has found that her work life is easier because the data is all in one place. It’s all in one format and one of the big benefits that we’ve had is that we can lock down the pricing so there’s consistency with quotes and a range to choose from. This reduces the admin for Kiva. She’s now able to get ahead of the game so that she’s doing the billing on the first or second of the month now, rather than a week later. So, everything has been brought forward and is much more efficient. There will probably be even more time-savings in the future too, once we’ve fully implemented the software.” 

CRM software that’s simple to use and easy for training 

 CRM software has a reputation of being complex to use. So, it was refreshing for the team to use software that was easy to pick up.  

“The way that Workbooks have structured the system seems a lot simpler to follow. It’s very easy to navigate. – Workbooks is clearly and simply presented and organised. I find Workbooks easy to use.  

 I did an induction last week with a new member of staff and I was able to easily explain about organization records and people records and proposal records – it felt like quite a simple way of explaining the structure of the system. With other CRM solutions, they’ve always seemed much more technical and complicated to articulate to new people.” 

Affordable, personalized support 

Some software providers have a very transactional support process. But Workbooks worked with ECC to ensure they had everything they needed to get up and running smoothly. 

“I’ve found in the past that the support after a CRM implementation has been very expensive. It’s refreshing that this isn’t the case with Workbooks – they really focus on supporting us and ensuring the process is as simple as possible. 

The level of personalization was also great. The Workbooks team created a series of videos for us to show us how to use the system. They’re great to refer back to for training purposes and to refresh our memory if we’re not sure how to do something.” 

 Faster client response times 

 With one clear process to follow and handy templates that are ready-to-use, consultants are now finding it much easier to generate proposals and get them sent over to clients. 

 “We’ve got templates set up to generate proposals with Workbooks. Previously it would take a few days to get that information approved because we’d have needed to check the proposal. Overall, the experience using Workbooks is quicker because the process and information is clearer. The team can send client information faster.” 

 Consistency across every project 

Project plans no longer vary from project to project. Instead, there’s one consistent way for consultants to manage projects for clients.  

“As consultants, part of what we do is manage projects for people. Each individual consultant was presenting that project in a different way to their client. They were producing project plans on Excel and sharing those – they all looked different, and each person was creating their own version of that. 

Moving to Workbooks gives us that consistent and clear project layout. You can easily download it and just send that to the client. And that just creates a consistent, professional approach for all the consultants to follow.”