Sonoma Partners Microsoft CRM and Salesforce Blog

Leading CRM for Leader Dogs

Today's blog post was written by Kayla Silverstein, Marketing Specialist at Sonoma Partners.

Bogged down by an inflexible custom CRM solution (Quilogy), Leader Dogs for the Blind wanted a more efficient way to track operations and client records in Microsoft Dynamics CRM (now Dynamics 365).

Who is Leader Dogs for the Blind?

Leader Dogs for the Blind is a nonprofit organization based in Rochester Hills, Michigan. Founded in 1939, they provide guide dogs to the blind and visually impaired. Through their programs, Leader Dogs helps clients find and work with guide dogs for greater mobility, independence, and quality of life.

Leader Dogs Project Fast Facts:

  • Industry: Nonprofit
  • Workload type: Customer Service
  • # of employees: 65
  • # of users in deployment: 65
  • Platform: Dynamics 365
  • Fun fact: Leader Dogs operates as the only facility in the Western Hemisphere to teach deaf-blind students how to work with a guide dog.

Leaderdogs_infographic8_2017

The Challenge:

  • Previously, Leader Dogs used a customer solution called Quilogy to manage operations, client services, puppy breeding, and training. While functional, Quilogy was an old system with limitations in both capability and scalability. For example, the outdated solution was not built to track puppy production schedules or many of the other unique operational components Leader Dogs required.
  • An outside consulting firm developed Leader Dogs’ custom solution several years ago and their relationship with the firm had since dissolved, making any opportunity to further customize or update the system impossible.

The Solution:

  • Replace Quilogy with Dynamics 365 to maintain all department records within the organization.

The Result:

  • Automation in CRM manages daily tasks with the dogs (such as flea checks, baths, etc.). Based on different triggers in the system, CRM creates Task records and assigns them automatically. When dogs are handed off between different teams, Leader Dogs can see which Tasks have and haven’t been completed.
  • The Breeding department uses CRM to trace dogs and their performance over their lifetime. A lot of analysis and science goes into picking the right dogs to breed for key traits that are essential parts of a strong guide dog. With CRM, they’re able to see how the dogs perform both in training and on the job, creating a strong feedback loop.
  • Their portal now meets accessibility standards for use by the visually-impaired.
Topics: CRM Best Practices Microsoft Dynamics 365