Coaching company Resilians was looking for a solution to respond to the increasing demand, improving service and safety, increasing efficiency and flexibility, and move away from Microsoft Dynamics.
We built Resi.
Resilians’ services are known for their low-threshold access, personal approach, and high quality.
In recent years, the demand for coaching has grown significantly, including at Resilians. The market has responded to this development with the emergence of (online) platforms that strongly focus on self-help. However, this does not align with Resilians’ vision, in which personal one-on-one conversations are central.
How can Resilians continue to meet this growing demand while maintaining quality, individuality, and safety?
Together with the client, we first conducted an analysis of the existing process: how it works, where the bottlenecks are, and how it could be made more efficient and scalable. We then worked on the screens and functionalities for each step of the process. Throughout the entire process, there was frequent consultation with the client.
Together we realized Resi: a custom workflow management (web) application that supports the entire Resilians process from start to finish, while keeping one-on-one coaching at its core. Microsoft Dynamics has been phased out, and thanks to extensive automation the back office now has more capacity to provide higher-quality service and handle the growing demand.
Security was a top priority from day one. Security experts were closely involved in the development, and through audits they periodically screen the entire platform for safety.
Coaching cases are supported from start to finish: from scheduling the intake and conducting phone, online, or face-to-face sessions, to reporting, client evaluations, and reporting back to the employer. This allows coaches to have more time and attention available for the coaching itself.
Resi also serves as Resilians’ CRM and has replaced Microsoft Dynamics. All contacts and data are managed through Resi: the records of clients, coaches, cases, and customers, including notes, files, tasks, history, and invoicing.
Coaches manage their availability in Resi, allowing clients and colleagues to schedule coaching sessions themselves. Appointments are automatically added to the coaches’ (Outlook) calendars, and video sessions take place automatically via Teams. The entire schedule—including availability and planned sessions—is visible in one overview for the Resilians service desk.
The back office is supported in generating and processing both incoming and outgoing invoices for coaches and client organizations. Because Resi supports the entire process, its extensive reporting capabilities provide insight into the nature, volume, and quality of all programs.
Resi is not just a workflow management system. It is also a platform where all communication takes place between clients and coaches, as well as among coaches themselves. Emails are a thing of the past: all messages, tasks, assignments, and documents are shared through Resi. Resi also provides internal news updates for the organization and facilitates the planning of peer consultation sessions.