Dynamics 365
Dynamics 365 Customer Service
Case management with ownership, SLAs, escalation and knowledge — everything a shared mailbox structurally cannot provide.
Public Sector · Business Applications
Forty siloed systems into one citizen record
A regional public-sector IT provider serving municipalities, Europe. Nearly forty siloed systems and fragmented data made case management inefficient and prevented any unified, multilingual experience for citizens contacting local authorities.
The situation
What the organization was dealing with
Nearly forty siloed systems and fragmented data made case management inefficient and prevented any unified, multilingual experience for citizens contacting local authorities.
Public-sector IT providers serve many separate authorities, each with its own procurement history and process. Systems accumulate one defensible decision at a time, and what emerges after a decade is an estate nobody designed and nobody can now change unilaterally.
What was done
The work, and the part that was actually hard
A centralised citizen relationship management system was built on Dynamics 365 Customer Service and Contact Center with Power Platform, and Copilot Studio agents were created for citizen support, case routing and knowledge management.
The decision that mattered was treating this as one platform problem rather than as forty integration problems. Connecting forty systems to each other produces a permanent maintenance burden; establishing one citizen record and moving interactions onto it is a larger change to make and a much smaller thing to run afterwards.
Results
What was published
These are the figures exactly as reported in the source. Nothing has been rounded, extrapolated or restated.
Siloed systems replaced~40
Of cases resolved at first level30%
To first measurable resultWeeks
What changed
- Citizen and employee data unified into one platform and one record
- Omnichannel support with case management on a single system
- First-level support resolving 30% of citizen cases within weeks of go-live
- Language barriers reduced through AI-assisted multilingual handling
Platforms involved
What each product was doing here
Dynamics 365
Dynamics 365 Contact Center
Voice and digital channels through one routing engine, with AI self-service and in-conversation assistance for live agents.
Power Platform
Power Platform
The low-code layer as a whole — apps, automation, portals and agents — governed through managed environments and data policies.
Copilot
Copilot Studio
Agents built over an organization's own knowledge and processes, published into Teams, a website or a phone line.
What transfers
If you were to attempt this
The measurable outcome — first-level resolution rate — is the right thing to instrument in any shared service, and it moved within weeks rather than quarters.
Where it usually gets harder than expected: Multilingual service is a genuine complication that most consolidation projects do not face. Language handling has to be designed into routing and knowledge from the start rather than added as a translation layer.
How we would take it on
Our approach to Business Applications work
1
Shadow the real process
We sit with the people doing the work and watch what actually happens, including every workaround. Process documents and reality are rarely the same thing.
2
Design against your own data
We prototype and show you your own records in it, not a demo company, before anything is built.
3
Go live in a contained phase
By site, by practice group or by service line — with the group that wants it most going first, to a fixed price.
4
Measure against the baseline
We report against the numbers agreed at the start, including where the result fell short of the target.
Recognise the problem?
If any of the above describes your organization, tell us where it hurts most. We will tell you what the same platforms could realistically do in your environment, what we would measure, and whether we think it is worth doing at all.
Talk to our teamMore Business Applications storiesWe reply to every message within one business day.
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