Transforming Business Success with the Support of Fruition Systems – A Case Study of the Implementation and Development of the IHEEM Membership and CRM System

Welcome to this blog. We recently caught up with Tania Davies the Chief Operating Officer for IHEEM, representing the Institute of Engineering and Estates Management, which serves as the professional body for engineers and facilities personnel within the NHS.

We asked her some questions about her experience of working with Fruition Systems in implementing and developing their CRM and Membership Systems.

Before the Implementation of the System:

Q: What was it like before this system was in place?

A: I previously worked in an organisation with up-to-date systems, and transitioning to IHEEM felt like stepping back into the dark ages. Our database was overly complicated and unwieldy and didn’t meet our needs. Making changes or pulling reports cost us £1,000 each time. The system was problematic, prone to crashes, user-unfriendly, and generated conflicting reports. It was a challenging and horrendous experience.

Q: What challenges did you face with the existing system?

A: The system had two halves, one for the web and one for membership, which were supposed to communicate but often didn’t. Functions overlapped, causing confusion. The CRM was used as an accounting package, and its onsite server was slow and outdated. Overall, it hindered efficiency and was far from user-friendly.

Discovering Fruition Systems:

Q: How did you come across Fruition Systems?

A: Before my time, Fruition Systems helped us during a data breach with our previous website. Fruition stepped in, resolved the situation, and entered into a support contract. When we decided to move to the cloud using SharePoint, we chose Fruition based on our positive experience.

Working with Fruition:

Q: How has the experience of working with Fruition been?

A: Working with Fruition has been delightful. The collaboration has been informative and has empowered us to bridge the gap between technical requirements and user needs. The relationship, especially with Simon and David, has been crucial in enabling our organisation to operate efficiently.

The Transformation Process:

Q: How did the transformation process unfold?

A: We had a breakthrough when our CPD system became linked to our membership roles, allowing members to access and utilise it effectively. We also streamlined committee paper distribution, moving it online to eliminate manual emailing. Additionally, we addressed the need for a system capturing reflective learning, resulting in a dedicated area on our website. The system has significantly improved efficiency, compliance, and data management. The transformation happened over a number of stages.

These were:

A: Stage 1 – Critical Assessment of Existing Systems:

The initial phase involved a comprehensive evaluation of our existing systems. Fruition Systems conducted an in-depth analysis to understand the intricacies and challenges posed by our outdated database and disjointed systems. This critical assessment laid the foundation for identifying key areas requiring transformation.

A: Stage 2 – Strategic Planning and Consultation:

Following the assessment, Fruition Systems engaged in extensive consultations with our team. Collaborative discussions took place to align organisational goals with technical requirements. These sessions facilitated the creation of a strategic plan, outlining the scope of the transformation, specific functionalities needed, and the overall vision for the new system.

A: Stage 3 – Data Migration and Clean-Up:

With the strategic plan in place, the focus shifted to data migration and clean-up. Migrating from the old system to the new one posed challenge, particularly with a large volume of records. Fruition Systems worked closely with our team to meticulously clean and transfer data, ensuring accuracy and consistency in the new system.

A: Stage 4 – Development of Core Functionalities:

The development phase targeted the implementation of core functionalities. Fruition Systems, led by Simon, began building the foundation of our CRM system based on our unique requirements. This involved creating a user-friendly interface, addressing the two halves of the system, and ensuring seamless communication between the web and membership components.

A: Stage 5 – Progressive System Enhancement:

Recognising the need for an iterative approach, Fruition Systems adopted a strategy of progressive system enhancement. Simon and the team continually fine-tuned the CRM, addressing user feedback and evolving requirements. This iterative process allowed us to adapt the system to changing needs and emerging challenges.

A: Stage 6 – Testing and Quality Assurance:

Rigorous testing and quality assurance procedures were implemented to ensure the stability and reliability of the new system. Extensive testing scenarios were conducted to identify and rectify any potential issues, guaranteeing a smooth transition when the system went live.

A: Stage 7 – Implementation and User Training:

The implementation phase involved a carefully planned rollout of the new system. Fruition Systems collaborated with our team to execute a seamless transition, minimising disruption to daily operations. Simultaneously, user training sessions were conducted to familiarise staff with the enhanced features, ensuring a smooth onboarding process.

A: Stage 8 – Ongoing Support and Optimisation:

Post-implementation, Fruition Systems provided ongoing support to address any unforeseen issues and optimise system performance. Regular check-ins and feedback loops were established to continuously refine the CRM, ensuring it remained aligned with our evolving needs and technological advancements.

Q: How has the system contributed to business growth and efficiency?

A: The transformation has resulted in a streamlined CPD system, efficient membership renewals, and significant time savings. The system has also facilitated a 20% increase in membership over the last four years. Members appreciate the modernised institute, easy access to information, and improved invoicing experience.

Q: What changes have members experienced through this transformation?

A: Members now enjoy access to a user-friendly website, over 600 CPD recordings, and an overall modernised experience. The institute’s image has transformed, providing more value for membership fees. The automated invoicing process and improved services have garnered positive feedback.

Q: How has staff reacted to the changes?

A: Initially resistant to change, staff members are now champions of the system, recognising its benefits. The next phase involves fully automating the membership application process to further enhance efficiency.

In summary, the collaboration with Fruition Systems has led to significant improvements in efficiency, member experience, and overall organisational growth for IHEEM.