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Government Success: A State Social Services Agency Chooses Microsoft Dynamics 365 and Microsoft Azure
HSO implemented Microsoft Dynamics 365 and Microsoft Azure to help this busy social services agency to improve case management and communications with its citizens
About
This very large state social services agency provides oversight and guidance to more than 120 local offices across the state.
Challenge
The department's case management system was inadequate for citizen inquiries, requests, or issues and had no capability for departmental groups to have insight into their cases after the case has left their group. This led to reliance on manual processes, duplication of effort, and poor efficiency. The department needed a cloud-based solution that could manage all inbound and outbound cases.
Solution
HSO implemented Microsoft Dynamics 365 Sales and Microsoft Azure to reduce manual work and improve process efficiency. HSO also set up internal case management for technical service requests and HR processes, including talent acquisition.
Results
The enhanced interface offered by Microsoft Dynamics Sales and Microsoft Azure enables improved communication among employees, facilitating the smooth handling of a large number of transactions across various departments. The system's user-friendly nature and expanded features contribute to higher levels of satisfaction among end-users. The ability to access intragroup insights empowers staff members to provide better service and produce better outcomes.