HR Case Study - Centurion Management Systems

Situation

Centurion Management Systems Ltd is a specialist implementer of business software systems for client relationship management and human resource management for mid-market organisations. Jonathan Richards is the Managing Director.

People Vision has established a continually expanding portfolio of specialist consultants who design and deliver training across a range of Human Resources skills. Anne Brown-Robins has thirty years experience in IT, and for twenty years was the head of IT in legal firms. She provides training and IT Consultancy across a wide range of software applications.

Challenge

Centurion had installed a SAGE Client Relationship Management software package (CRM) for a large professional body and engaged Anne to provide specialist in-house training. Training was needed for an initial 1st phase of 125 employees across several departments in London and Milton Keynes Over a period of 5 months Anne was to ensure that employees were versed in the business benefits of CRM to the institute and its features and functionality.

Action

Anne initially met with Jonathan Richards to discuss the project but a working relationship was quickly forged between Anne and the organisation’s IT Development and they discussed the rationale behind the choice of CRM, and the policies and procedures to which it relates. This enabled her to fully understand the potential uses of the software within the organisation and to tailor the training programme accordingly.

In devising the training programme for the client, Anne produced 36 bite-sized topic sheets. Intended as an aide memoire, the topic sheets were incorporated into the client’s intranet so that trainees seeking help with problems that arise can access them at any time.

Working in London and Milton Keynes, Anne devised a 2 hour foundation course suitable for individuals from across the organisation, training them in groups of 4. This introduced the concept behind CRM, its practical daily applications and function within the business through hands-on experience of the system.

This essential foundation course was followed with a further 1 ½ hour session for the Sales Team, covering sales-oriented topics such as leads, opportunities and pipelines to maximise their profitability through CRM.

Since CRM relies on users contributing data regularly, such as logging communications with clients, Anne knew that the Sales Team would immediately engage with its function through their experience of this way of working. However understanding that non-sales employees would perhaps need more in the way of motivation to contribute to the system, she focused the first section of the foundation course on explaining the concept of CRM to ensure that the training would have lasting practical value. ‘The benefits of CRM are not always immediately apparent to non-sales people; you’ve got to win hearts and minds so that they choose to use it effectively and consistently.’ (Anne Brown-Robins)

Anne incorporated into the training a mix of complex functions for daily use. ‘Providing you put the complex information in context then people will accept and remember it. I decided to ‘mix it up’ not to confuse but to show an actual scenario, a very likely scenario, the sort of situation that they will come across and need to use the software to deal with effectively.’ (Anne Brown-Robins)

Results

Dedicating the first section of training to explaining the concept of CRM ensured that all employees understood the benefits of working within the system and could adapt well to the change. This results in better team performance and improved client relations, as ‘with CRM, whoever the client speaks to they get an effective service as everyone can access the necessary information.’ (Anne Brown-Robins)

Having an induction course attended by a large proportion of the organisation led to a high standard of proficiency and confidence with the new software from the beginning. This enabled productivity within the organisation to be sustained and avoided negative impact on existing projects during the change.

Training ensured consistent methods of use throughout the organisation, avoiding confusion and facilitating teamwork, leading to excellent information management and inter-departmental communication for better client relations.

Anne has had a very positive response from course evaluation and individual feedback, finding their attitude ‘refreshing’. In a situation where compromises and adjustment to the system have to be made by different departments, employees ‘realized that it has to suit everybody’ and showed a positive attitude.

The training combined with the topic sheets on the intranet enable independent working and instant problem solving, promoting sustained and effective use of the software and providing an excellent return on investment.

Training gives employees the confidence to develop their use of CRM, increasing its benefits. This will enable a more conscious and creative use of the software as users tailor it to the individual needs of the business and its clients, and use it to improve personal and business performance.

After the initial training of 125 people the client has the option to expand training to all 650 people in the organisation, or to schedule follow-up workshops or short revision courses to maximise the use of the software in the light of the first few months’ experience.

Client Testimonial

‘Alyson Pellowe and the People Vision team made the whole process so simple and effortless for me. Crucially, their involvement allowed me to keep all of my own employees focussed on core activities. Our client now has a training resource that they can rely on and go forward with. Anne’s training has increased Centurion’s standing with the client and they now see that we can think laterally and come up with a solution to what they saw as their problem.’

Jonathan Richards: Managing Director, Centurion Management Solutions Ltd www.centurion-ms.co.uk