QUEST NBS CASE STUDY

Key outcomes
  • Improved data quality & value
  • Increased productivity with reduced manual admin
  • Centralisation of customer data
  • Improved visibility of communication and activities
“The fact that Maximizer has the capabilities to be bespoke to the business is really valuable and is the reason why Maximizer is now a critical part of our everyday processes.”

Jennifer Hawtin, Quest Manager

Quest NBS

Challenge

Quest NBS is the UK Quality Scheme for Sport and Leisure. Quest is a tool for continuous improvement, designed primarily for the management of leisure facilities and leisure development. Quest defines industry standards and good practice and encourages their on-going development and delivery within a customer focused management framework. NBS is The National Benchmarking Service which takes a partnership approach to providing critical data on the performance of leisure facilities.

The scheme was originally established in 1995. As the scheme grew so did the demands on the pre-existing database. In 2011, when the scheme was dramatically changed Quest NBS needed a database that was adaptable and robust to manage the day to day running of the scheme. A key objective for the business was to significantly improve efficiency levels and to have full visibility into how the business was running. It was clear that a CRM solution like Maximizer was needed.

Solution

Maximizer CRM came highly recommended to Quest NBS, and since implementation, the organisation has not looked back. This is primarily because Maximizer fundamentally helped to improve efficiency. Quest NBS can tailor the software to match their needs by choosing which specific information is fed through the system. Without this unique level of flexibility to create bespoke workflows to suit the business, Quest NBS would lose a significant amount of efficiency and productivity.

Quest NBS have centralised all communication and activities, which has resulted in staff being able to collaborate more efficiently due to improved business visibility and processes. The benefits of accumulating and holding data in a single repository, not only has improved the quality of data gathered but has substantially reduced the amount of time staff spend on manual admin. As the business continues to accumulate data, having a single repository in Maximizer to house and provide detailed analysis is proving essential.

Results

Maximizer CRM has become an essential component of the business. The fact that Maximizer has the capability to be tailored to the individual business is extremely valuable, and sets it apart from other options on the market. Going forward Quest NBS are looking to grow its CRM investment by implementing Maximizer in other facets of the business.

“The fact that Maximizer has the capabilities to be bespoke to the business is really valuable and is the reason why Maximizer is now a critical part of our everyday processes.” says Jennifer Hawtin, Quest Manager.