The results speak for themselves in business efficiencies, enabling Skillset to expand and grow in the range and standard of services offered. The Sage CRM (Customer Relationship Management) solution is highly successful in managing the diverse relationship needs of the organisation.
Skillset now offer a better level of customer service and pro-active management of all apprentices and trainees, not just reacting to those employees with issues. Thanks to automated supervision plans, visits to apprentices and hosts are scheduled upfront in advance, so no one can be missed. Field staff also have easy access to key payroll information, allowing them to efficiently answer queries on the spot.
In processing candidate applications, CRM functionality is used so that web applications from candidates automatically create candidate details in MATE and the relevant branch is notified. This allows for a more efficient candidate management process. A shared database enables various branches to work more closely together and share a pool of candidates.
Communication between departments is easier and more automated. Finance is involved earlier in the credit check process and can approve the credit risk rating before field staff commit to new business with a host. The system enables an efficient risk management system without interrupting the business flow. Health and Safety concerns are managed through notification to the various department and field staff, who can do the risk checking before a new apprentice starts working.
Sage CRM with Sage 300 ERP (Enterprise Resource Planning) has proved an effective platform for managing the complex relationships of this organisation, simplifying the processes for staff, opening up communication, information and reporting. With an integrated system the ability to see and check financial data, and only enter it once is a great benefit.
Skillset continues to evolve, supported by Enabling. “We are in a people business,” says Bardon. “Often, case workers don’t want to write up notes for the files. We keep developing our note capturing processes. We have now rolled out an iPad version so the office can see the notes in real time. And, they can be entered while visiting a client business rather than waiting for return to the office.”
“We have a cordial and productive relationship with Enabling,” says Bardon. “They would always be our first port of call. We are looking now at how our markets are changing and what we need to do to meet those changes.”