Charlton Athletic Community Trust

CACT is the main provider of community support services for residents in the Royal Borough of Greenwich. We developed and continue to support a bespoke Health Improvement CRM which they use to manage their community engagement work. The CRM facilitates interaction with local residents for a range of parties/users that include call centre staff and advisors; health professionals (GPs, pharmacies); service providers; and local authorities and commissioners.

At the start of the pandemic it was established that CACT would need to quickly identify and deliver a variable range of support to local vulnerable and shielding residents. To facilitate the necessary information handling and client interaction an additional dedicated ‘urgent care’ CRM pipeline was required.

As we had already built and supported the existing CRM, we decided to integrate a series of new features into the platform that would help support the need for ‘urgent care’ and were much more suited to the issues caused by a growing pandemic.

Some of the unique features that we delivered for this project were: Urgent care pipelines that would filter out and highlight clients to advisors that’s required urgent attention, a privacy-first call system platform that focused on client privacy and a “view once” call system. We also built a mass data import micro-service that could scale up or down automatically based on the size of the imports and a document sharing facility allowing key personnel from other organisations to upload documents that would be shared directly with CACT admins, as well as a volunteer workload management system that would automatically assign volunteers to client tasks based on the radius around their postcode and available skill sets.

We used this project as an opportunity to utlise our Optiiva UI kit. This is a CRM focused product that we’ve been working on to help some of our clients with their day-to-day jobs; improving their services with a modern and functional interface.