Why choosing a client management solution takes the whole team

For the thousands of kaimahi and hundreds of organisations across Aotearoa working in the social sector their reason for being is to create positive change in the lives of the tāngata they serve. Having the right client management software, or Customer Relationship Management (CRM) software, can make all the difference. 

In this blog, we will explore why it's important to get the right people involved when picking out the client management software (CRM). 
Who Uses Client Management Software? 

1. The Team on the Frontlines/Kaimahi: Social workers, counsellors, and support staff—these are the people in the trenches, day in and day out working face-to-face with the people you serve. They rely on the software to keep tabs on client interactions, track their progress towards goals and outcomes, and access all the vital info they need. They also rely on it to make their lives easier by helping them to manage everyday tasks and workflow. This software captures and secures vital information across every aspect of tāngata lives from personal care information right through to measuring progress on the goals set for tāngata. 
2. Your IT team: Your IT crew is your tech lifeline. They're responsible for supporting you to get the CRM system up and running, keeping it in tip-top shape, and troubleshooting any tech hiccups that come along. For some organisations, this might be several people and for others, it could be the person who knows a little about computers. 
3. Leadership/Team Leaders and Management: Your senior management and leadership teams help steer the ship. They use the CRM system to make strategic calls such as deciding where resources should go and keeping an eye on how the organisation is doing. The CRM is also an important tool for them to help report on the "deliverables" for their contracts. 
4. The tāngata/clients themselves: Yup, in an inclusive approach, the clients and service recipients have a say too. They're the ones making sure the software respects their privacy, is user-friendly, and meets their needs. Involving them ensures that what software chosen reflects their needs and mana. 
5. Your data analysts: These are the people who crunch numbers and generate insights. They rely on the CRM system to provide them with the right information to help guide decision-making, program evaluations and showcase the impact you make. 
6. Finance and Budgeting Teams: These are the budget gurus. By bringing them into the picture they can help ensure the CRM system fits the budget and doesn't break the bank. They can also look at the long-term impact of ongoing costs of license fees or custom development. 
7. Quality Assurance and Compliance Teams: These teams make sure the organisation follows the rules. They rely on the CRM system to keep data secure and stay on the right side of any compliance or legal requirements. 

For large organisations, many of the people you need to be involved will sit in clearly defined teams, for others who operate in a more streamlined way this may be several people wearing many different hats.

Why Involving Everyone Matters 

So, why is it so important to get everyone on the same page?  

The Team on the Frontlines/Kaimahi: If you don't hear from them, then chosen system might not match their way of working, making every day work inefficient and potentially hindering the quality of care given to tāngata.

If you do not involve them here are some possible outcomes:

Risk of Inefficient Workflows: If frontline workers aren't involved in the selection process, the chosen software may not align with their daily workflows. This misalignment can result in inefficiencies, as they'll struggle to adapt to a system that doesn't support their work processes effectively. This could lead to wasted time and frustration, impacting their ability to focus on what really matters.

Data Entry Errors: Frontline workers are responsible for entering client data into the system. If the software doesn't cater to their specific data entry needs, they might make errors or omissions. This can compromise the accuracy and integrity of client data, which is critical for providing effective services and reporting. Along with data entry errors if the system makes it difficult or time-consuming to enter information then the risk of the team not using it as it is intended. We've all seen those"spreadsheets on desktops" because it is quicker or easier to use.

Reduced Client Satisfaction: The absence of frontline workers' input can lead to a system that doesn't consider client needs adequately. These people work every day with tāngata face to face so have a good understanding of what they might need in the system. Ultimately tāngata might not receive the level of service they expect, leading to decreased client satisfaction. Unhappy tāngata and whānau are more likely to disengage from services, impacting the overall success of the organisation.

Your IT team: Without their input, you might end up with a system that just doesn't fit with your existing tech setup, leading to tech problems galore.

If you do not involve them here are some possible outcomes:

Integration Challenges: IT teams play a crucial role in integrating the CRM system with the organisation's existing technical infrastructure. If they aren't involved in the selection process, they may discover that the chosen software doesn't integrate smoothly, resulting in compatibility issues, additional development work, and potential disruptions to ongoing operations.

Security Vulnerabilities: Without IT experts' insight, the selected CRM system might lack robust security features. This exposes the organisation to security vulnerabilities, making sensitive client data susceptible to breaches, and putting the organisation at risk of regulatory non-compliance, fines, and damage to its reputation.

Technical Support Challenges: If IT teams aren't consulted, they might not have a thorough understanding of the CRM system's intricacies. This can lead to difficulties in providing adequate technical support, resulting in prolonged system downtime and frustrated staff trying to resolve technical issues independently.

Leadership/Team Leaders and management: If they're not in the loop, the CRM system might not support strategic decision-making, which could slow down growth.

If you do not involve them here are some possible outcomes:

Strategic Misalignment: When senior management and leadership aren't involved, the CRM system may not align with the organisation's strategic goals and objectives. This misalignment can hinder the ability to make informed decisions, allocate resources effectively, and pursue the organisation's mission. It might also result in missed opportunities for growth and expansion.

Unclear Reporting and Insights: Without the input of management and leadership, the chosen system may not provide the necessary reporting and data analytics tools. This lack of clarity can hinder their ability to evaluate the organisation's performance, identify areas for improvement, and adapt to changing circumstances effectively.

Inefficient Resource Allocation: The absence of these key decision-makers can lead to inefficient resource allocation. The CRM system may not support the effective allocation of human and financial resources, resulting in budget inefficiencies and wasted time and money.

The tāngata/clients themselves: Ignoring their viewpoint might mean privacy concerns, software that doesn't meet their needs, and clients who aren't as satisfied.

If you do not involve them here are some possible outcomes:

Privacy Concerns: If service recipients aren't involved, the CRM system might not adequately address privacy concerns. This can lead to data breaches or unauthorised access to client information, putting their sensitive data at risk and eroding trust between the organisation and its clients.

User-Unfriendly Experience: Without client input, the system may lack user-friendly features, making it difficult for clients to engage with services or access information. A complex or unfriendly interface can deter clients from actively participating in their own care, potentially affecting outcomes.

Unmet Needs: The absence of client input may result in a system that doesn't cater to their specific needs or preferences. This can lead to unmet needs and reduced client satisfaction. Clients may feel that their voices aren't heard, which can affect their overall experience and trust in the organisation.

Your data analysts: Their insights are vital for decision-making and evaluations. Without their input, you might miss essential data.

If you do not involve them here are some possible outcomes:

Data Incompatibility and Integration Challenges: Data and reporting specialists are responsible for generating insights from client data. If they aren't involved in the selection process, the chosen CRM system might not align with their data integration needs. This can lead to data incompatibility issues, making it difficult to consolidate data from different sources. As a result, reporting professionals may struggle to generate comprehensive reports, leading to incomplete and potentially inaccurate insights.

Inadequate Reporting Features: Data and reporting specialists rely on specific reporting features to analyse and interpret data effectively. Without their input, the selected CRM system may lack these critical reporting capabilities. This can hinder their ability to create customised reports, conduct in-depth data analysis, and extract meaningful insights. Inadequate reporting features may lead to poor decision-making based on incomplete or irrelevant data.

Insufficient Data Quality Control: Data quality is essential for reliable reporting. When data and reporting professionals aren't involved, the CRM system may lack data quality control measures. This can result in inconsistent data entry practices, inaccuracies, and incomplete records. In the absence of proper data quality control, reporting professionals may struggle to ensure data accuracy, leading to unreliable reports and potentially incorrect conclusions.

Finance and Budgeting Teams: Not involving them could lead to overspending and budget stress. 

Quality Assurance and Compliance Teams: Their expertise ensures that organisations stay on the right side of the law.

If you do not involve them here are some possible outcomes:

Regulatory Non-Compliance: Quality assurance and compliance teams play a crucial role in ensuring that an organisation adheres to regulatory standards and legal requirements. If they aren't involved in the selection process, the chosen CRM system may not have built-in features that support compliance. This can lead to regulatory non-compliance, putting the organisation at risk of legal issues, and damage to its reputation. Inadequate data security and privacy controls, for instance, can expose sensitive client information and result in non-compliance with data protection laws.

Audit Challenges: Without input from quality assurance and compliance teams, the CRM system may not align with the organisation's audit requirements. This can lead to audit challenges, making it difficult for these professionals to conduct thorough audits and ensure that the organisation's operations meet regulatory and ethical standards. Incomplete or inaccessible data can hinder the audit process and result in gaps in compliance documentation.

Data Security Vulnerabilities: Quality assurance and compliance teams focus on safeguarding the integrity and security of client data. If they're not involved, the selected CRM system might not meet the stringent data security requirements of the organisation. This can expose client data to security vulnerabilities, including breaches or unauthorised access. Data security weaknesses can have serious consequences, such as data breaches or unauthorized disclosures, which can damage the organisation's reputation and result in legal consequences.

Supporting Te Ao Māori 

Another vital consideration is bringing in key stakeholders to help look at how the CRM can support organisations that work in kaupapa māori services such as whānau ora.  

Considering the Te Ao Māori aspects of service delivery and how the CRM can support this ensures that you meet your commitments as a Treaty partner. Key to supporting tāngata in this space is the ability to capture more than just the individual records but the entire whānau's journey. Each of the areas above also needs to take a Te Ao Māori lens into consideration in their area of expertise.

How to Get Everyone Involved for Success

Now, let's talk about how we make sure we're on the right track: 

1. Start the Chat Early: Involve everyone from the get-go. Let's hear what they have to say when we're defining our software requirements. 
2. Tailor-Made for Your Organisation: Choose a system that we can customise or configure to fit our way of working. One size doesn't fit all! 
3. Get Everyone Up to Speed: We're all in this together, so make sure everyone knows how to use the system effectively. Training is key. 
4. Stay Up to Date: Keep an eye out for software updates and new features. They're there to make our lives easier. 
5. Keep Your Data in Check: Implement data entry standards and regular data clean-ups to make sure our data is reliable.