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CLIENT SUCCESS • CAPABILITY

What good looks like in Business Applications

Dynamics 365 applied to how the organization actually runs — finance, operations, service, field work and customer engagement.

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SUCCESS STORIES

Four outcomes in Business Applications

HealthcareBusiness Applications

Patient outreach that people actually respond to

A multi-site regional health system — United States

The challenge

Communication delays and fragmented patient data were limiting access to care. Outreach was generic, arrived late, and the organization could not tell which channels were working.

What was done

Patient engagement was rebuilt on Dynamics 365 Customer Insights with Microsoft Cloud for Healthcare unifying the underlying data, so outreach could be personalised by behaviour and channel preference rather than sent in batches.

87%Patient response rate
$8M+Projected system-wide savings
1Unified patient data view
  • Personalised outreach across screening, lab follow-up and preventive care reminders.
  • Diagnostic revenue increased through improved follow-through on recommended tests.
  • Message fatigue reduced by adapting to individual channel preferences.
  • Programme extended to further regions and service lines after early results.
Dynamics 365 Customer InsightsMicrosoft Cloud for Healthcare
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LegalBusiness Applications

Matter and client intake on Dynamics 365

We have not published a story in this slot yet. Microsoft has no case study covering this industry and capability combination that we could source and verify, and we would rather leave the space visibly empty than fill it with something we cannot stand behind. It will be filled by a JJC Systems engagement once a client approves the reference.

Financial ServicesBusiness Applications

One view of the member, on every channel

A regional credit union expanding beyond its home province — Canada

The challenge

Customer and loan data lived in multiple systems, tasks were unautomated, compliance processes were manual and loan approvals were slow. The telephony platform in use was being discontinued.

What was done

Dynamics 365 Contact Center with voice was deployed to bring live chat, voice and SMS into one experience, on top of an existing estate that already included Finance, Sales, Customer Service and Customer Insights.

3Channels unified
360°View of each member
FasterLoan approvals
  • Live chat, voice and SMS handled in one integrated experience.
  • Complete member view available during every interaction.
  • Advisors more productive on calls with context already in front of them.
  • Manual compliance steps and approval delays reduced.
Dynamics 365 Contact CenterDynamics 365 Customer ServiceDynamics 365 SalesDynamics 365 Customer Insights
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Financial ServicesBusiness Applications

Thousands of service interactions a day, forty per cent automated

A digital-first retail bank — Europe

The challenge

The bank promised a streamlined, personalised banking experience to nearly two million customers, but needed a cloud CRM that could turn its data into better customer journeys and handle service volume at scale.

What was done

Dynamics 365 Customer Service was implemented with Copilot in Customer Service and Copilot Studio, meeting omnichannel requirements and providing automated assistance across daily service volume.

40%Of processes automated
~2MCustomers served
1,000sInteractions handled daily
  • Omnichannel service delivered at the scale the customer base required.
  • Automated assistance handling a large share of routine interactions.
  • Communication with customers improved across marketing and service together.
  • A platform the bank continued to extend after the initial deployment.
Dynamics 365 Customer ServiceCopilot in Customer ServiceCopilot Studio
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