The Royal College of Ophthalmologists sets and manages the curriculum for training eye surgeons, is the membership body for the speciality by royal charter and advises on patient care and best practice.
With nearly 4000 members worldwide, the Royal College acts as the voice of the profession, setting the curriculum and examinations for trainee ophthalmologists, providing training in eye surgery, maintaining standards in the practice of ophthalmology, and promoting research and advance science in the speciality.
The College was struggling with data which was disparate throughout the organisation, some in Excel spreadsheets and some in a membership system that they found difficult to use. They planned to move from several databases to one ‘single source of truth’ so they needed a central view of data that was easy for all to use and access (if given permissions).
The project objective was to make CRM the core business tool for all departments to work from.
Core implemented its Membership Platform as an accelerator along with modules for managing events, examinations, professional standards and communications, as well as integrating with existing systems such as its finance package.
The college’s staff manage their events admin from CRM so they needed to be capable of reserving seats for essential attendees and manage multiple examinations held at the same time and date. Additionally, exams needed to be organised into stations/desk numbers, so Core implemented an algorithm in CRM to allocate these automatically and randomly when booking. Exams are also recorded in CRM at a high level.
Maintaining current contact information and faculty role/member details is key to the ability of the Royal College to reach the relevant person quickly and efficiently. The Royal College is also responsible for maintaining posts for representatives and distributes voting and applications for new posts and vacancies arising. Some of the areas of professional standards are sensitive and CRM security only allows access to a couple of staff immediately involved in this particular work.
Core helped the college staff to become architects of their own system by providing the CRM development expertise.
Invoices and payment status are available in CRM to those employees who need it, in addition to all fees taken for exam and event bookings, membership subscriptions or applications which are recorded in CRM.
“The new system helped to break down ‘silo’ departmental culture and staff who were normally quiet or nervous about or around IT were brought out of their shells, which had a staff development impact. The old ‘top down’ way of doing things has gone forever.”