Community Work
Australia Limited
CRM Migration
Community Work Australia Case Study
ITKnocks' Digital Transformation for ACWA Case Management
Community Work Australia Limited (ACWA) empowers aspiring professionals and career changers to pursue careers in community services. With a strong history of advocating for training standards, ethical practices, and industry representation, ACWA embarked on a digital transformation to modernise its case management system and enhance member engagement. The goal: to create a more efficient, connected, and user-friendly experience for members and staff alike.
Engagement Summary
ACWA set out to migrate from its legacy CRM to Microsoft Dynamics 365, with a focus on reducing manual data entry from WordPress. They needed a fully integrated solution to automate data exchange between WordPress and Dynamics 365, manage case workflows, and update historical records for past cases and member profiles.
With ITKnocks’ implementation, ACWA reduced manual work by 80% through intelligent automation. The new solution optimised case management with automated document handling, streamlined email notifications, and improved member engagement. Automated welcome and renewal communications for members, CPD providers, and course providers further enhanced operational efficiency and consistency.
Delivered Projects
CRM Migration
ITKnocks successfully implemented a customized Microsoft Dynamics 365 CRM, transforming ACWA’s case management process. Through strategic workflow automation, the system reduced manual tasks by 80% greatly improving operational efficiency. The integration included automated document handling, seamless data synchronization with WordPress, and targeted email communications at various stages of case management. Additionally, the CRM was designed to address specific needs such as sending welcome pack emails, renewal notifications for members, CPD providers, and course providers. This end-to-end CRM implementation streamlined day-to-day operations, enhanced member engagement, and positioned ACWA for long-term service excellence.
The Challenge
ACWA faced challenges in CRM migration, case management, and customer service optimization. Key issues included:
- Outdated, manual workflows that slowed down case handling and increased the risk of errors.
- Disconnected systems, resulting in data inconsistencies and duplicated effort.
- Lack of integration between Microsoft Dynamics 365, WordPress, and MemberPress.
- Absence of automated communications and secure document management.
Our Solution
ITKnocks implemented a tailored MS Dynamics-based CRM with:
- Automated workflows for case tracking and service management.
- Personalized communication tools for better member interactions.
- Seamless WordPress integration for efficient data exchange.
- Task tracking and document management to streamline daily operations.
By centralising data, automating processes, and improving user experience, ITKnocks helped ACWA transition to a modern, scalable CRM system that enhances case management, improves efficiency, and strengthens customer service.
Business Outcomes
Operational
Efficiency
Increased
Scalability
Dealership
Experience
Customer
Satisfaction
Technical Outcomes
Seamless
Integration
Enhanced Data
Accessibility
Improved Data
Accuracy
Cost
Savings
Recent Customer Engagements
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