Transforming Customer Engagement with Dynamics 365: A Comprehensive Case Management Solution

Meaningful Outcomes

  • Centralised information with complete visibility of customers’ end-to-end interactions 

  • Due to easy access to the same data, this removed increased SLA times which led to enhanced efficiency 

  • Saved valuable time and reduced administrative burden with email automation 

Objective

Create a system utilising Dynamics 365 that serves as a comprehensive customer interaction management platform, providing a unified and transparent source of customer information. 

Challenge

“As a result of introducing Case Management, we were able to remove a lot of the administrative burden. ”
— Simon Harrex, Business Analyst Contractor

Magnetism was chosen to work with Simon Harrex, a client-side contractor to help overhaul its interaction and Case Management processes. The organisation struggled with inefficiencies caused by over 120 scattered spreadsheets stored on individual devices, creating silos and obstructing visibility across teams. 

There was no unified record of customer interactions, making it difficult to track engagement history, understand customer needs, or assign responsibilities effectively. The organisation needed a centralised CRM system to streamline processes, eliminate administrative burden, and provide a single source of truth for all customer interactions. 

Solution

Simon partnered with Magnetism to implement a tailored solution using Dynamics 365. Together, Magnetism developed a comprehensive Case Management system to track and manage end-to-end customer interactions seamlessly. 

Using Power Automate, email automation was integrated into the system, enabling automatic email triggers based on predefined metrics and attributes. This eliminated time-consuming manual tasks and ensured consistent communication with customers. 

Results

By working closely with Magnetism, the organisation achieved impressive results utilising Dynamics 365:

  • Centralised Information: The organisation now benefits from a single source of truth, providing comprehensive visibility into customer engagement, interaction frequency and timelines, and team responsibilities.

  • Enhanced Efficiency: SLA times have significantly improved, as team members now have clear insights into next steps and processes through a unified view of customer interactions.

  • Reduced Administrative Workload: Automation of routine tasks such as email communication, has freed up valuable time, enabling the team to focus on high-impact, strategic activities.

“I would always recommend Magnetism. They work with us in partnership and in collaboration with us, they were able to come in build trust with the organization and ultimately deliver a product that the organization wanted and needed.”
— Simon Harrex, Contractor and Business Analyst

Why Magnetism?

Magnetism's collaborative and agile approach throughout the project ensured that the teams worked closely together and built on relationships built throughout the project. Regular demos and retrospectives fostered continuous improvement and ensured alignment with the organisation’s goals. 

Magnetism Solutions has a unique combination of technical expertise and partnership-driven methodology enabled them to deliver tailored solutions that not only met but exceeded expectations. By leveraging tools like Dynamics 365 and Power Platform, the organisation was empowered to enhance operational efficiency and achieve impactful results. 

The process also encouraged active contributions from all stakeholders, creating a shared sense of ownership in achieving the organisation’s high-level objectives.