British Equine Veterinary Association

About The British Equine Veterinary Association (BEVA)

The British Equine Veterinary Association (BEVA) is a worldleading equineveterinary association with around 3,000 members globally. The organisation is involved in a host of membership and community services and provides resources for vets and owners, including books, journals and directories and organises a programme of events for members.

To support this activity, BEVA selected the Microsoft Dynamics CRM (Customer Relationship Management) system. Effie Brooks, BEVA’s Finance and Admin Manager, takes up the story: “Things didn’t go very smoothly with the supplier of the new CRM after we had taken delivery. We couldn’t achieve what we intended and felt we needed some professional help and advice.”

Resolving issues

She added: “We couldn’t use the CRM effectively to manage delegate activities for our annual congress. Our CEO, David Mountford, had previous knowledge of Hart Square, so we invited them in to discuss the issues we were having with the CRM.” She added: “It was immediately obvious from our conversations with Hart Square that they were very experienced in CRM supplier issues and they gave us a great deal of confidence that they could help us,” said Effie Brooks.

Business Process Review

Hart Square was engaged to undertake a Business Process Review (BPR) at BEVA. “Their consultants came in and spent time with our team, looking at how we worked with the CRM and where the potential problems were” explained Effie Brooks.

“Their BPR report included a graph which highlighted some ‘quick wins’ which we could aim for to get our CRM activities back on track.”

The BPR report was also strategic, giving BEVA some direction in terms of where they needed to be in our use of the CRM. Hart Square then worked closely with BEVA on a CRM stabilisation project, providing user support and managing and dealing with any problems.

“It was really about them building our confidence with the CRM,” said Effie Brooks. “Also, there were a lot of teething problems and functionality issues to work out with the supplier, which Hart Square helped resolve. This in turn led to further remediation activities to help us strengthen the relationship with the supplier further and achieve more strategic outcomes.”

GDPR compliance

A further challenge was the impending deadline for GDPR compliance. “Basically, we needed a plan in terms of our interactions with members using the CRM, so Hart Square undertook an assessment and provided us with a plan, schedule and timelines to ensure GDPR compliance. It was very comprehensive,” said Effie Brooks.

More streamlined processes

Effie Brooks is clear about the benefits of working with Hart Square: “We now have a much more streamlined process for interacting with our membership. We can spend more time doing our own jobs and meeting the needs of our members. Things are 100 times better now. Hart Square are really brilliant in not only giving us help and guidance, but also managing our expectations. They are a very calming factor.” She concluded: “Hart Square are really professional, their consultants are very easy to work with and are always at the end of the phone if we need them. We would have no hesitation in using Hart Square again.”