British Refugee Council

Background

The British Refugee Council is a charity that works with thousands of refugees each year. They support them from the moment they arrive in the UK and provide crisis advice and practical support, helping them to get into work, finding them accommodation and helping them to integrate into their new communities. British Refugee Council also offer mental health services and run social activities to help refugees integrate into their new way of life.


The problem

With over 200 staff members and 29 different services, data input and processing customer information was a huge challenge for the British Refugee Council. Having spent a few years using an existing bespoke Client Relationship Management System, staff members had found it clunky and hard to record information, and to develop it to record and report on all services properly would have been much too expensive.

 

British Refugee Council knew they needed a new Client Relationship Management System to be able to track and record client information swiftly and collaboratively, and to be able to use data on clients and services for income generation and influencing government policy.


The solution

A few members of the team at British Refugee Council had already heard of In-Form and wanted to see what other systems were also out there to ensure they were selecting the best system for their requirements. After researching many different Client Relationship Management Systems, they identified 30 possible systems. Narrowing the search further, British Refugee Council shortlisted to two systems, and with the input from staff members, they decided to go with In-Form.

 

British Refugee Council chose In-Form because it is built on leading, modern, reliable, up to date technology (Salesforce), it can be developed cheaply and easily for many different services, and it has a quick and easy to use interface.


Results

The implementation of In-Form has streamlined BRC’s reporting processes, and data quality has been transformed. Being able to customise In-Form to meet British Refugee Council’s needs has already been a huge success. Staff are able to record all in one place client details, the support provided and outcomes. The reporting and dashboard functions were a new addition - something the staff and managers didn’t have from the previous system, and which has saved them a lot of time and improved their ability to monitor casework. To be able to download and share these reports was something that made reporting much more efficient within the

organisation. As In-Form was developed with the client in mind, integration with British Refugee Council’s business processes has worked seamlessly.

 

After some training, staff members with less experience of using technology were able to record their work much more easily. Staff were pleased to be leaving the old system behind and welcomed the easy to use intuitive and straightforward In-Form system. Many staff report how they can use In-Form confidently.

 

‘I KNEW IT WAS GOING TO BE A GOOD SYSTEM TO USE. THE WAY THAT IN-FORM HAS BEEN DEVELOPED WITH THE CLIENT IN MIND HAS GREATLY HELPED ORGANISATIONS LIKE OURS. IT IS SIMPLE TO USE AND SAVES EVERYONE A LOT OF TIME’ PETER, IN-FORM IMPLEMENTATION MANAGER, BRITISH REFUGEE COUNCIL

 

Next Steps

 

Because of the sheer scale of their services, British Refugee Council decided a phased rollout was the best option for them. The final phase of full implementation was completed in August 2020, making the system fully available across all 29 services. They plan to implement the system further across other areas of the business once the full rollout is complete.

 

" I WOULD RECOMMEND IN-FORM TO OTHER ORGANISATIONS, IT’S BUILT FOR THE SECTOR BY THE SECTOR...WE GOT A REALLY GOOD NEW SYSTEM THAT TRANSFORMED THE LIFE OF FRONTLINE STAFF AND ULTIMATELY OUR CLIENTS. "

In-Form Implementation Manager and Consultant, The British Refugee Council.