RSL DefenceCare improves veteran support services with Microsoft Dynamics 365
Customer:
RSL DefenceCareChallenge:
- Limitations delivering single customer view
- Better understanding of services utilised and customer journey
Solution:
- Cloud-based solution – Microsoft Dynamics 365
- Ease of integration with Office 365 and familiar user interface
Results:
- Real-time data and meaningful insights on service outcomes
- Automated processes and introduced robust data management and analytics
- Improved management of payments and receipts
RSL DefenceCare improves veteran support services with Microsoft Dynamics 365
Challenge
The existing enterprise resource planning (ERP) and customer relationship
management (CRM) systems had limitations in delivering a single customer view and
were used primarily to manage customer information, such as contact details and
brief information on services delivered to Veterans and their families. The platform
lacked functional capabilities to capture the customer journey,
The system had a consistently low adoption rate by employees. It was complex
to use and the information on the platform wasn’t trusted.
Manual workarounds introduced points of risk for veteran care and increased the
likelihood of errors from employees using information that was rapidly outdated and
not universally accessible.
Solution
A cloud-based solution, Microsoft Dynamics 365 was selected. Partnering with DXC Eclipse, the Microsoft practice within DXC Technology, the DefenceCare team chose Microsoft Dynamics 365 to replace their existing systems.
The integration delivered by the new Microsoft Dynamics 365 Customer Service solution automated many work processes, removed out-dated processes and introduced robust data management and analytics. The solution gave the team easy access to real-time data and meaningful insights on service outcomes to make better decisions when helping customers.
Results
The DefenceCare team rapidly experienced benefits following implementation. The integration delivered by the new Microsoft Dynamics 365 Customer Service solution automated many work processes, removed out-dated processes and introduced robust data management and analytics.
The solution gave the team easy access to real-time data and meaningful insights on service outcomes to make better decisions when helping customers.
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