British Gymnastics Foundation simplifies customer journey with Dynamics 365
Based at the National Sports Centre in Lilleshall, Shropshire, British Gymnastics Foundation (BGF) is a charity set up by British Gymnastics to provide a range of programmes that promote wellbeing through gymnastics and related exercises in the community.
This includes Love to Move, a dementia-friendly seated gymnastics programme. The charity also provides grants to gymnasts in need of financial support, and it carries out a range of fundraising activities through events, sponsorship and donations.
BGF was using Sage CRM to handle its core activities but sought a more scalable solution that would work with its existing applications, as Patrick Bonner, Head of the British Gymnastics Foundation, explains. “Due to limited support, we had to move on from Sage CRM. We were looking for the safety of the cloud and out-of-the-box integration with the Microsoft products that we widely use, including Outlook and SharePoint.
Demonstrating GDPR compliance was another critical requirement for us. Microsoft Dynamics 365 was an obvious fit and offered the added attraction of a connected web portal that could reduce our reliance on paper-based forms.”
BGF implemented Dynamics 365 and deployed a self-service portal that is used by its customers and other external users. “Thousands of our Love to Move programme sessions have been delivered by approved third parties within care homes,” says Patrick.
“The registration and licensing journey can be complex, but we believed Dynamics 365 portals could simplify this. With ANS Group’s help, our portal has been successfully rolled out and has quickly transformed the handling of these processes.”
With each Love to Move engagement tracked in Dynamics, we can better understand the most profitable accounts and how many people they support. Previously, it would take days or weeks to crunch the numbers. Now, this is readily available.
These insights are especially valuable when we are negotiating with prospective new contractors by providing a benchmark comparison.” British Gymnastics Foundation’s portal also handles applications for its Hardship Grant, resulting in further productivity gains, as Patrick highlights.
We had to acknowledge that our application process involved too much administration; this included applicants mailing us their documentation and frequently incurring extra costs for special delivery. Through our Dynamics 365 portal, all applications are now submitted online, and these can be completed in just 15 minutes.”
Previously, we didn’t provide an acknowledgement of these grant applications. As the process is now handled within the portal, applicants can see where they are at. For example, they can instantly see if their endorser has provided information to support the application.
This is supported by automated workflows in Dynamics that are triggered if steps are not completed. For example, this will send a reminder message to their coach or another named endorser if they haven’t yet supplied the requested detail.
By moving the handling of grant applications to our portal, we expect to save up to four days resourcing of a highly skilled person each quarter.” Further administration savings have been made by broadening the use of the portal to include BGF’s volunteers. With volunteer data unified in Dynamics 365, a history of each interaction can be instantly checked by all parties, which has replaced a legacy spreadsheet.
"I have found ANS Group large enough to cater to our requirements but small enough to care. Their team has demonstrated a good grasp of our processes without us needing to spend time providing lots of written detail.”
British Gymnastics Foundation
Reflecting on the British Gymnastics Foundation’s implementation of Dynamics 365, Patrick praises its partner. “We don’t have an internal IT team, which presented some challenges for us to test the user journey, but ANS Group were great throughout this process, and they’ve remained quick in responding to our requirements.
Their team has demonstrated a good grasp of our processes and priorities without us needing to spend time providing lots of written detail. This has resulted in work being completed at a good pace.
We continue to work with ANS Group through their managed service, which very clearly lays out what hours are available to us through their own customer portal. I know that I can always pick up the phone when there is a business-critical issue. In my dealings with their consultants, I appreciate their critical evaluation of our requirements.
By understanding our system and knowing the product, they’ll quickly provide an impact assessment by flagging the pros and cons of the changes we’ve requested. I have found ANS Group large enough to cater to our requirements but small enough to care.”