RSL DefenceCare improves veteran support services with Microsoft Dynamics 365

RSL DefenceCare is a charity and not-for-profit organisation helping Australian veterans and their families in times of injury, illness or crisis. Services are free of charge and include assistance with Department of Veterans’ Affairs claims, advocacy at the Veterans’ Review Board, counselling, support during a crisis or the death of a loved one, and financial assistance.

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of risk for veteran care and increased the likelihood of errors from employees using information that was rapidly outdated and not universally accessible.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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