About Keech Hospice

Keech Hospice is a dedicated charity that provides palliative care and support to adults and children with life-limiting and terminal illnesses. Serving Bedfordshire, Hertfordshire and Milton Keynes, Keech Hospice focuses on offering holistic care that addresses the physical, emotional, social, and spiritual needs of patients and their families. The charity operates a network of retail shops, which play a crucial role in generating funds to support their services. With a strong emphasis on compassion and community, Keech Hospice continually seeks to improve its operations and enhance the quality of care it provides.

Challenge

In 2016, Keech Hospice faced a pivotal moment as their retail operations had expanded significantly over the previous two years. This growth warranted the transition from a completely manual system to a more efficient and scalable EPoS solution. The goal was to streamline processes, enhance gift aid performance, and improve overall business management. Keech Hospice needed a system that was user-friendly, especially for their volunteer workforce, and capable of supporting the charity’s continued growth.

Angela Burgess, the Retail Director, was tasked with overseeing the contract negotiations and ensuring that the chosen EPoS system would align with Keech Hospice’s broader strategic goals. After reviewing proposals from three different contractors, a working group was formed to evaluate the options. The decision ultimately came down to the provider who demonstrated reliability and honesty which they felt were Nisyst, a family-run business with a strong commitment to delivering on their promises.

Solution

Keech Hospice decided to implement Nisyst’s Chariot 7 system, which met their needs for a more streamlined and user-friendly EPoS solution. The choice was driven by Nisyst’s reputation for integrity and their track record of meeting deadlines and delivering a product that was true to their commitments. This was particularly important to Keech Hospice, which operates with a strong focus on financial prudence and accountability.

As the charity continued to grow, the need for even greater functionality led to the transition from Chariot 7 to ChariotWeb. This upgrade brought with it some initial concerns, particularly around data migration and potential disruptions during the transition. However, Nisyst’s team provided robust support throughout the process, ensuring that Keech Hospice was well-prepared for the launch. Despite the challenges, including an ongoing internal IT infrastructure overhaul, the transition was managed smoothly, with no major disruptions.

ChariotWeb’s features, including a more intuitive interface and improved back-office functionality, were well-received by the team. Angela Burgess took her CEO to visit two of their stores shortly after the launch, and they found the volunteers were not only adapting well to the new system but were also enthusiastic about its ease of use. The system’s stability and the ability to pull reports more efficiently were highlighted as significant improvements over the previous version.

Outcome

The transition to ChariotWeb has had a positive impact on Keech Hospice’s retail operations. The system has enhanced efficiency, particularly in processing sales and managing Gift Aid, and the volunteers have found it easy to navigate. The back-office operations, now quicker and more reliable, have also benefited from the upgrade, allowing for better management and reporting.

Angela Burgess and her team have no intention of seeking alternative providers, as they value the strong relationship, they’ve built with Nisyst. The company’s commitment to customer support has fostered a sense of loyalty and trust that Keech Hospice considers invaluable.

In June 2023, Keech Hospice successfully merged with a daycare hospice, further expanding their operations. The integration of the ChariotWeb system into the new facilities went smoothly, supported by comprehensive training provided by Nisyst. The bespoke training sessions were tailored to meet Keech Hospice’s specific needs, ensuring that the staff and volunteers were well-equipped to use the system effectively.