8th June 2010
Batley based Caltech, one of the UK’s leading suppliers and implementers of Customer Relationship Management (CRM) systems has further strengthened its experience and credentials in the public and health sectors after securing a contract with the National Institute for Health and Clinical Excellence (NICE) to implement a brand new cutting edge in-house Microsoft CRM solution. The principle aims of the project are to provide a better mechanism for identifying key trends and issues relating to the guidance NICE produces, and to improve the efficiency of service provided by the enquiry handling team.
NICE was established in 1999 and is an independent organisation that provides national guidance on the promotion of good health and the prevention and treatment of ill health. The organisation works with a wide range of people, including health professionals and other NHS workers, patients, carers and the general public. One of the main aims of NICE guidance is to promote equality of service across the country so the same treatments are available to all patients – regardless of where they live.
The installation of the Microsoft CRM solution will help the Institute in a number of ways; the new system will provide detailed statistical reporting by determining key trends on all the contacts being received. It will also help to improve reporting to the Institute’s board, aid better strategic planning, reduce the time members of the enquiry team spend on administration and make it easier to trace all correspondence relating to individual communications. It will also help to improve visibility in terms of monitoring who is dealing with individual enquiries. Commenting on the project for NICE, Teresa Birch, communications manager said, ‘We’ve been particularly impressed with the way Caltech has worked with us to understand and interpret our individual requirements for this system. The project has been well managed throughout with Caltech providing additional support to ensure the system was delivered on time and within budget.’
Phil Callaghan, managing director of Caltech, commented; ‘The public and health sectors are really exciting markets so it’s fantastic to be working with such an influential organisation. NICE does an amazing job, and has a huge impact across the UK, so I am sure our work with the team will only add further value to an already dynamic group of people.’
Notes to Editors:
Caltech is one of the UK’s leading suppliers and implementers of Customer Relationship Management (CRM) software. It works with clients to manage their customer contact strategies, operational processes and daily business functions in order to maintain audience loyalty, increase awareness and ultimately drive sales. This is achieved by recommending, implementing and developing the very latest database technology including; Microsoft Dynamics CRM, GoldMine, HEAT and ACT! By Sage. Integration is at the heart of CRM so Caltech only implements systems that work hand in hand with a client’s existing software from accountants systems to telephony packages ensuring optimum benefits and results every time.