Microsoft Dynamics CRM helps Health and Human Services Organizations improve lives and cut costs

Health and Human Service (HHS) organizations across the country are often met by conflicting realities: tightening budgets and a growing need to help those who can’t always help themselves. Three new Microsoft customers, all HHS-related organizations aimed at improving their communities, chose Microsoft Dynamics CRM to address those challenges. Our Kids of Miami-Dade/Monroe, the Ohio Department of Developmental Disabilities (DODD) and the Mississippi Department of Mental Health (DMH) all considered different platforms before each determined that Microsoft Dynamics CRM had the flexibility, integration options, security features, and ease of use they needed to cost effectively develop programs and services for people in need.

Our Kids: Safe Haven

Our Kids is a government contractor focused on helping Miami Dade and Monroe County’s at-risk children grow up in safe, permanent families through its adoption and foster care services. With new program requirements and increasing workloads, Our Kids needed a central system to help its 100-person staff manage its cases. When evaluating possible technology solutions, Our Kids knew it needed to consolidate three systems into one. In addition, because of the sensitive nature of client information, Our Kids sought a solution that could offer integration with their existing Microsoft technology and strong data security at a low cost.

Now called Safe Haven, the Dynamics CRM solution for Our Kids provides a cohesive, instant view of each child’s information from a variety of portals, including schools, juvenile justice organizations, and medical and legal entities. Moving forward, Our Kids plans to use the advanced data analytics provided through Dynamics CRM to identify signs of potential child abuse earlier than its previous system allowed.

“With Microsoft Dynamics CRM, processing time has been cut in half, helping us tackle urgent cases as they come in,” said Dave Harland, director of Applications Development for Our Kids. “As we continue to collect data, we’ll soon be able to identify those key dimensions that signify the potential for abuse in the home, enabling us to proactively flag those homes and act accordingly.”

Ohio Department of Developmental Disabilities: Imagine

Earlier this year, the Ohio DODD faced a tough challenge: Do more work with fewer financial resources. The organization had to tighten its belt while at the same time efficiently overseeing its statewide case management system to ensure its more than 100,000 clients were well served. With a fast-approaching deadline to implement a new system and an eye on costs, DODD chose Microsoft Dynamics CRM because of its innovative workflow and case management capabilities, its strong security features, and its integration with other Microsoft solutions.

The system, called Imagine, has created an approachable way for clients to manage their information. Just eight months after Imagine’s introduction, DODD has 3,000 users spread across 18 counties collaborating via its Dynamics CRM solution. It is helping DODD staff better serve their clients with developmental disabilities and better manage the requirements of Medicaid and other partner agencies.

“We have waiting lists of people waiting to be served, individuals wait for approval for Medicaid waiver dollars, even if all that person needs is five hours of respite or a ride every Friday,” said Kathy Casagrande, assistant chief information officer for Ohio DODD. “Now, with the Imagine system built using Microsoft Dynamics CRM, we can see those pressing needs and solve them quickly and locally without having to send an individual through a system to get Medicaid approval.”

Mississippi Department of Mental Health: CARETILES

The Mississippi DMH strives to help community members who have intellectual and developmental challenges live an independent lifestyle. When DMH was looking for a mobile app to help those living in residential care better communicate, it chose Dynamics CRM, based on its ease of integration and broad range of customized options, along with the CoCENTRIX CARETILES suite of apps.

Where verbal communication was once a challenge — or for some not even a possibility — the new app helps residents communicate, whether about their health needs, social activities or daily interactions. Dynamics CRM allows DMH’s staff to easily access resident information from any one of the dozen state programs DMH operates. It also helps them better understand the needs, wants and feelings of those who otherwise couldn’t express themselves and facilitates learning opportunities through games, interactive quizzes and more.

“By leveraging Microsoft Dynamics CRM as the platform on which we operate CARETILES, we feel we are at the forefront of healthcare engagement — linking patients, providers and families,” said James Dunaway, chief information officer, Mississippi DMH. “Our residents not only communicate more easily with our staff on symptoms and treatments, but may also interact more effectively with their primary caregiver and other healthcare professionals.”

Across the country, organizations tasked with helping those most in need are increasingly experiencing the benefits of Dynamics CRM to help run their operations more efficiently and more effectively.

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