Shelter – Realising The Benefits

BenefitsFor the implementation of the MS Dynamics CRM system at Shelter we focused heavily on the benefits.

The key Helpline benefit benefit being a reduction in wrap time of 3 minutes per call. By Saving three minutes per call Shelter would then be able to help more people with the same volume of Helpline Staff.

We used this benefit as the focus for inspect and adapt workshops with the end users, prioritising those changes that would take us closer to the three minute goal.

The benefit has almost been realized on launch, with a wrap time reduction of 2:47 per call with the initial user testing against the same call on the existing system.

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