Company overview

NHS Providers is the membership organisation for the NHS acute, ambulance, community and mental health services, that treat patients and service users in the NHS.

Its purpose is to help those NHS trusts and foundation trusts to deliver high-quality, patient-focused care by enabling them to learn from each other, acting as their public voice and helping shape the system in which they operate by influencing health policy on their behalf.

NHS Providers currently has all 223 trusts in England in membership, collectively accounting for £84bn of annual expenditure and employing over one million staff.

Solution summary

  • Dynamics 365 CRM system
  • smartengagement for measuring and monitoring levels of member engagement
  • smartevents – to manage event marketing, pricing packages, bookings, multiple payment methods, locations and speakers 
  • smartmembership – to manage member details and finances including subscriptions and renewals
  • smartconnector – for easier integration with other systems including Dotdigital and client’s own website

The challenge

NHS Providers needed a new CRM solution in order to provide them with a more up-to-date system that was integrated with other systems and would ultimately provide a single source of the truth for their member intelligence. Their old CRM system was not fulfilling their needs due to a lack of IT expertise internally. Over time staff lost confidence in it and stopped using it for all but the most basic of functions.

They needed a robust CRM system that was not only integrated with their other systems, such as mass e-mailing and finance systems, but one that enabled them to track and monitor key member information like member engagement levels and some quality indicators.

They required a partner that was able to listen carefully to their needs, be flexible and able to deal with a large amount of questions ahead of the project starting. They also required a CRM platform that was future proof and would continue to be supported in years to come.

“When we did the workshops with smartimpact it was clear they really listened to us.”

Sandra Marshall, Senior Strategic Membership and Engagement Manager, NHSProviders

The solution

We implemented a new CRM based on Microsoft Dynamics 365 for NHS Providers which was fully integrated with their existing website and with their new mass emailing system Dotdigital. This system fulfilled all their requirements including the need for a platform that is future-proof. As Dynamics is a Microsoft product  it is widely known and supported globally, as well as continually invested in.

Also included in the implementation was the smartevents module so that NHS Providers could easily manage their event bookings, pricing and discounts. NHS Provider’s members can now view and amend their event bookings via the website preference centre. We also incorporated functionality around marketing and communication preferences, in line with GDPR requirements, in conjunction with a new self-service preference centre on the website, with member consents/withdrawals to receiving communications being stored within the appropriate contact record in CRM. Through using the website preference centre – members can also now change their personal details, view their networks and groups and log their areas of interest for personalised web content, all of which updates the appropriate CRM contact record.

In order to fulfil the project, NHSProviders worked closely with us and various other stakeholders including their internal project board, project sponsor and staff, to achieve success. Many internal meetings were held to both go through progress reports, discuss key milestones and make critical decisions and to keep staff regularly updated and on board. Our consultants stayed very close to NHS Providers during the project and were always on hand with solutions, support and advice.

smartimpact were clearly experts in their field and proved to be the solution focused partner we were looking for.”

NHSProviders, Senior Strategic Membership and Engagement Manager, Sandra Marshall

The results

NHSProviders were delighted with the results of their digital transformation project with us. All of their initial requirements have been met and we look forward to pursuing the long-term relationship we have with them. 

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