These are not normal times…Implementing a customer relations management system during a pandemic

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Katie McKnight
Barry Nunn


Northern Sydney Local Health District (NSLHD) located on the north shore of Sydney Harbour, has a workforce of more than 10,000 staff. The workforce include nurses, allied health, medical professionals and health service managers, serving a community of over 900,000 people. NSLHD Libraries consists of five hospital libraries as well as a well-developed online service. NSLHD Libraries support the NSLHD Strategic Plan 2017 -2022, in particular, three of the key themes:  Evidence Based Decision Making, Responsive & Adaptable Organisation and an Engaged and Empowered Workforce. Patient care and supporting clinicians and health professionals in carrying out this care stand at the forefront of all NSLHD Libraries services and activities.

To maintain sustainability and innovate, NSLHD Libraries sought a technology solution in the form of a customer relationship management (CRM) system. It needed to support our client-centred approach to services, as well as capture operational data. We needed to identify and implement a system, a single source of truth, that would support multiple purposes including evaluating services, reporting operational statistics and managing a client’s needs.

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