Custom CRM Development Using Microsoft Power Platform for NHS Operations
Project Domain: Healthcare Operations & CRM (NHS-aligned)
About the Client
Our client is a healthcare service organization that collaborates with NHS stakeholders. The organization manages the sensitive data, service request & records as a part of its operation. However, managing the data in spreadsheet lack with auditability, scalability was quite a challenging part. Hence, the client is required with a modern CRM solution that meets the NHS data standards for secured operations.
Scope of Work
At Tabdelta, our key initiative is to support smooth operations for the client’s workflow that meets the compliance needs & offers with future scalability.
01
Centralized CRM Management
- Centralized CRM replacing spreadsheet- and email-based processes
- A single source of data for contacts, service requests, and engagement
- Improved data consistency, visibility, & accessibility
02
Tracking & Process Automation
- Automated workflows using Power Automate
- Reducing manual effort for service requests and engagements
- Improved process efficiency with compliance standards
03
Secure Data Modeling
- Developing structured & scalable data model using Microsoft Dataverse
- Role-based access controls with NHS governance principles
- Ensuring data integrity, security, and long-term scalability
04
Data Migration & User Adoption Support
- Migrated data into fragmented sources into the CRM
- Structured legacy data for accurate data
- Supporting users to adopt with smooth transition in a regulated environment
Challenges Addressed
Fragmented Customer & Operational Data
Spreadsheets & emails consist of contact details,service requests that were unevenly distributed. This fragmentation of data leads to data inconsistencies, duplication, and limited visibility.
Lack of Centralized and Auditable System
There was a compliance risk in an NHS-aligned environment to track service interactions, audit changes, and maintain accurate records. Hence, developing a centralized CRM was a must.
Manual Interaction Tracking
The team had to rely on manual methods to log data, & service updates. This created missing follow-ups, inconsistent tracking, and reduced operational efficiency.
Limited Reporting and Visibility
There were minimal insights seen with spreadsheet based reporting into the operations. This lack of structured data restricted the ability to analyze the latest trends & difficulty in taking an informed decision.
Data Security and Scalability
The system lacked robust security & role based access. For the organization as it grew, it needed a secured & scalable system that met with the NHS data governance and compliance requirements.
Solutions Implemented
Centralized Contact & Service Management
- Custom CRM using Power Apps to centralize contacts and service request data
- A secured system developed replacing spreadsheet- and email-based processes
- Easy and controlled access to operational data
Interaction Tracking & Workflow Automation
- Structured tracking of service & engagements
- Automated workflows using Power Automate
- Reduced manual effort increasing consistency and meeting compliance
Interactive Forms & Operational Reporting
- Dynamic forms to manage healthcare operational data
- Structured data to improve visibility into service activities
- Better reporting and insights for informed operational decisions
Scalable & Secure CRM Architecture
- Scalable data model using Microsoft Dataverse
- Role-based access with NHS security & governance standards
- Future-ready CRM foundation with ongoing NHS digital initiatives
Outcomes Delivered
The outcomes we deliver helps to improve the overall efficiency meeting the compliance standards aligned to NHS healthcare operations.
Improved Contact & Service Management
Centralized CRM developed as a single source of contacts, service requests, and engagement history. This gives accurate & consistent data with better coordination & accuracy.
Streamlined Operational Processes
Automated workflows & tracking help in reducing manual efforts. The team can focus on priority task rather than repetitive tasks that also improves the overall efficiency
Enhanced Visibility & Reporting
Improved visibility into service activities & engagement of users. The stakeholders can get better insights with proper information & can take data driven decisions.
Secure & Scalable CRM Foundation
The Dataverse-backed CRM provides a secure, scalable foundation that meets with NHS governance principles. The sensitive data can be protected with the help of role-based access functionality.
Improved User Adoption & Experience
The Power Apps interface supports smoother adoption in a regulated environment. Users transitioned successfully from spreadsheets to a modern, compliant CRM system.
Building the Future of CRM Using Power Apps
Implementing this transformation helped the healthcare organization with a precise solution to fragmented spreadsheets and email-based processes with centralized, governed CRM built on Power Apps and Dataverse. This provides a secured source for contacts, service requests, and engagement history while meeting NHS data governance standards.
The workflows are automated and can be implemented with role-based access to improve the overall operational efficiency & data accuracy. It also supports with user adoption that delivers a scalable NHS digital transformation