MS Society UK, a leading national organisation dedicated to supporting individuals living with multiple sclerosis (MS), approached Walter & Associates with a pressing challenge.
Their finance department was inundated with support requests from various teams, resulting in inefficiencies and delays in addressing critical needs. The absence of a centralised system compounded these issues, making it challenging to monitor and respond to requests promptly.
Approach
Walter & Associates, renowned for its client-centric approach and commitment to excellence, embarked on a mission to revolutionise MS Society UK’s finance department’s operations.
Leveraging our expertise in process optimisation and IT solutions, we proposed a comprehensive solution designed to streamline user request management.
Implementation
1. Comprehensive Assessment
Our team conducted a thorough assessment of the finance department’s existing tools and workflows, identifying pain points and areas for improvement.
2. Innovative Solution Design
Armed with insights from our assessment, we designed a solution centred around Zapier and Power Platform. Zapier was utilised to seamlessly integrate various communication channels, including email, forms, and messaging platforms, to capture incoming support requests. Power Platform, particularly Power BI, was employed to centralise and analyse the data collected from these sources.
3. Seamless Integration
We worked closely with the finance department to ensure the seamless integration of the new system into their existing workflows. Automated workflows were set up using Zapier to capture incoming support requests from different channels and feed them into Power BI for real-time monitoring and reporting.
4. User Training and Support
Recognising the importance of user adoption, we provided comprehensive training to the finance department staff on how to effectively utilise the new system. Additionally, we offered ongoing support and troubleshooting to address any challenges encountered during the transition period.
Results
The implementation of our unified monitoring system yielded remarkable results for MS Society UK’s finance department:
1. Centralised Monitoring
The Power BI dashboard provided a centralised hub for monitoring all support requests, enabling the finance department to prioritise and allocate resources more effectively.
2. Identification of Training Needs
Through analysis of the data collected, we identified areas where additional training was needed for both users and systems experiencing high support requests.
3. Significant Reduction in Support Requests
Within just three months of implementation, there was a notable 36% reduction in support requests, demonstrating the effectiveness of our solution in streamlining processes and addressing issues proactively.
Client Testimonial
“Thanks to Walter & Associates, our finance department now operates with unprecedented efficiency and responsiveness. Their innovative solution has revolutionised our operations, allowing us to better serve individuals living with MS.” – Finance Department, MS Society UK
Conclusion
Walter & Associates’ unwavering commitment to excellence and innovation has empowered MS Society UK’s finance department to overcome their challenges and achieve remarkable results.
Through the seamless integration of Zapier and Power Platform, we have provided a scalable and sustainable solution that aligns with our client’s mission of enhancing efficiency and support for individuals affected by multiple sclerosis.
