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Case Study: World Relief

World Relief Spokane opened its doors in 1990 as one of 20 U.S. offices of the international World Relief organization. The faith-based non-profit relies on government grants, community donations, partnerships with local churches and hundreds of volunteers to provide a wide variety of refugee resettlement services to the community including housing, education, employment, legal services and much more. Their mission is to ensure refugees get the support and guidance they need to start a new life and thrive in Spokane.

The Need to Manage Information

Managing hundreds of refugees and volunteers at a time, across multiple departments and services, was a manual and time-consuming process for World Relief Spokane. Add several levels of reporting requirements, long-term case management and an urgent need for fundraising due to drastic government cuts, the organization needed a solution to centralize and streamline its processes from end to end.

World Relief Spokane looked at other software systems but found them to be geared more for specific pieces of their needs and had no versatility to engage volunteer programs or manage resettlement work.

A local I.T. partner recommended OTT, Inc. as a Microsoft Dynamics partner with deep non-profit experience. Initial meetings to gather the needs, goals and data points of World Relief Spokane led to a personalized demonstration of Microsoft Dynamics Customer Engagement tailored with non-profit functionality. It impressed the leaders of World Relief Spokane and the decision was made to move forward.

Business Solution

Dynamics 365 in the cloud has enabled World Relief Spokane to move offline documents, contacts and Access databases from multiple sources into an integrated solution with 24x7x365 access from any location
and device.

With new insights and a comprehensive picture of client needs, World Relief Spokane can expand services despite funding cuts. "We've identified gaps in programs, tracked which refugees participated in which programs and were able to develop new locally funded programs to expand our services," says Dr. Finney. "We're not here to serve programs; we're here to serve people and Dynamics has helped us do that more effectively."

With Program Templates, users can dynamically tailor their programs as they grow and change. Refugees can be documented and maintained throughout the program process and each step can be configured to automatically generate based on the template.

The Results

OTT, Inc. has provided World Relief with a streamlined case management solution with no paper forms. OTT also helped World Relief double their fundraising in 2 years and improve collaboration with this custom non-profit solution.