CRM Case Study
Lifeworks

Growing charity expands services, reduces costs with integrated CRM and ERP solution.

Challenge

The organization wanted to minimize administrative costs, gain the ability to serve more people with greater results, and make its employees more effective in their jobs.

Solution

Lifeworks implemented Microsoft Dynamics CRM, upgraded Microsoft Dynamics SL, and extended the solutions with customized capabilities to streamline business operations.

Key Benefits

Implemented Microsoft Dynamics CRM, upgraded Microsoft Dynamics SL, and integrated Microsoft Dynamics CRM with Microsoft Dynamics SL.

A growing nonprofit organization with a mission to serve people with disabilities and their families, Lifeworks wants to minimize administrative costs and act on any opportunity to enhance the quality and scope of its services. Older technology was not keeping up with the organization’s complex requirements and had become expensive to operate. Lifeworks worked with Microsoft Gold Certified Partners PowerObjects and Boyer & Associates to implement Microsoft Dynamics CRM, upgrade Microsoft Dynamics SL, and integrate Microsoft Dynamics CRM with Microsoft Dynamics SL. PowerObjects and Boyer & Associates also extended the solutions with custom functionality. With new efficiencies, a far lower cost of technology ownership, and the ability to extend the solutions with its own resources, Lifeworks has maintained low costs during a period of rapid growth in demand for its services.

Summary

Located in Minneapolis, Minnesota, Lifeworks was founded in 1965 by a group of families with a shared vision of helping people with disabilities across the state lead fuller lives. Lifeworks builds relationships with employers, families, and government agencies to provide a growing and increasingly complex range of services to those with disabilities and their kin. One major focus of the charity is to help families hire staff to come into their homes and help care for children with disabilities. This allows children to continue to live at home, gives families a way to balance work and personal lives, and conserves public funding. A second major program connects employers with reliable, capable workers who have disabilities.

Lifeworks maintains relationships with approximately 750 adults and 1500 families that include children with disabilities. Revenue from Medicaid has increased from U.S.$12 million annually in the year 2000 to $50 million today. In recent years, the organization’s needs have changed because the number of individuals and families served has grown and the services that the state of Minnesota provides to people with disabilities have expanded. Lifeworks faced more and more involved tasks in managing the high volume of transactions and complying with increasingly complex federal, state, and county regulatory and reporting requirements associated with its programs.

Solution

Lifeworks implemented Microsoft Dynamics CRM, upgraded Microsoft Dynamics SL, and extended the solutions with customized capabilities to streamline business operations.

We can serve more people in the community more effectively. Even better, we accomplish this at the same time that we maintain a reasonable overhead.

-Christopher Huera, Vice President of Information Technology at Lifeworks

Key Benefits

  • Increased service capacity in customized support by 26% without adding employees
  • Exceeded organizational goals for reducing administrative costs
  • Simplified regulatory compliance and reporting
  • Improved client service levels