CRM Solutions for the Third Sector: CQI Success Story

Highlights

For this project, MAST ICT created new custom tables in iMIS, built new pages for CQI’s staff website, created new dashboards and reports, automated new processes using TaskCentre and created an online portal for partners to maintain their own details.

“MAST ICT are good at replying to any key issues. They monitor the automated processes, so if anything falls over late at night or on the weekend, they’ll fix it and email to let me know. We highly recommend them.”

The Background

The Chartered Quality Institute (CQI) is the leading professional body for the advancement of quality practices both in the UK and internationally. It provides training, education and support for the quality professionals and individuals responsible for quality management.

CQI also owns the International Register of Certificated Auditors (IRCA). Described as the leading professional body for management system auditors, IRCA represents 10,000 auditors in 120 countries. They also manage the approval of auditor training courses, which are delivered by approved training organisations.

The Challenge

Until recently CQI and IRCA were marketed as separate organisations, but there is now a move to ‘dual brand’ the organisation. This means that the existing, but separate, training offerings from CQI and IRCA are now replaced by a single portfolio of courses.

With members and auditors managed in a single iMIS database, MAST ICT were asked to extend CQI’s existing iMIS database to support and manage the new business processes. These new processes included provider approval, course certification and maintenance, credit control and assurance, student data and feedback, reporting and analysis.

While there were a lot of business processes to add into the existing database, this needed to be done under strict time and budget pressures to ensure that the iMIS database was ready for when the single portfolio of courses was launched.

On top of this, MAST ICT took the opportunity to automate many of the business processes, so that the additional processes didn’t need an equivalent increase in staff resource.

The Approach

Robert Skelton-Stroud, CRM Process Improvement Manager at CQI, helps facilitate any programming that interacts with CQI’s iMIS database and their business processes:

“We spent eight days scoping all the processes involved, so we had a full blown project description document with all the workflows in the CRM. We worked with MAST ICT to look over these scoping documents to make sure we didn’t design something that couldn’t be done.”

“During the scoping days, we really appreciated having MAST ICT there, as they were able to look at all the processes from start to finish, from someone first sending us an enquiry through to them being an approved training partner and having an ongoing membership with us.”

MAST ICT created new custom tables in iMIS, built new pages for their staff website, created new dashboards and reports, automated many of the new processes using TaskCentre and created an online portal to allow Accredited Training Providers to use to maintain their own details, including the upload of training attendee information.

As Robert explains:

“The way we’ve designed it, once a training provider is approved they get their own organisational login and member site. If we do an audit of the info they’ve submitted to us, they can log into the system and update information online. This is very important for us, as previously people had been sending lots of emails with huge attachments that were actually quite data sensitive. They can now login remotely and manage their information in a secure online environment, which is much better as well.”

As well as core iMIS and TaskCentre, MAST ICT used a few third party add-ons, including WebformZ from iFinity and FormToolZ from Zengage. The use of these add-ons greatly extended the features and functionality of the core CRM, while allowing further automation to take place.

All of this project work had to be done to tight timescales in order to ensure that the back-end processes were ready for the launch of the new courses. And now that CQI have live data, MAST ICT are regularly on site to review the processes and implement improvements.

CQI New Staff Site

The Results

Tally Singer, Executive Director of Operations at CQI and business lead for the project, outlines the impact the project has made:

“The new version of iMIS integrated with some of our other software has allowed us to build a lot of automation into the system. This will free us up to grow the relationship with our training partners rather than managing those manual processes.”

“It was really useful having MAST help us, as the newer version of iMIS that we upgraded to had a different look and feel, as well as quite a lot more new functionality. Through having a thorough understanding of the project aims, our organisation and iMIS, MAST was able to suggest alternatives that will not only save us time but also enhance the service we provide to training providers.”

MAST are now the main point of contact for CQI’s development work, as they provide support and security that is essential to CQI’s work.

Robert outlines why he feels MAST have proved invaluable for CQI:

“MAST are good at replying to any key issues. They monitor the automated processes, so if anything falls over late at night or on the weekend, they’ll fix it and email to let me know. We highly recommend them to other iMIS and other database users.”

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