Established for the purpose of caring for young children with high disability needs, this disability care provider has matured into an organisation with comprehensive services focused on giving people from all walks of life every opportunity to thrive.
As the care provider looks to the future and its vision to be a leading, sustainable provider of support to those with complex needs, the requirement to modernise and streamline customer experience (CX) was clear. As part of a broader business expansion and digital transformation program, it needed to replace disparate and outdated IT systems with a single, modern CX platform to improve the service provision Journey: from initial enquiry to case management. Known as E2C (enquiry to conversion), this process was cumbersome and disjointed, with no cohesive view of the customer journey available.
DXC Technology helped the care provider implement Microsoft Dynamics 365 Customer Engagement (Customer Service module) and Microsoft Power BI to create a single, modern CX platform. Dynamics 365 is a cloud-based CRM solution offering the insights and freedom to thrive by connecting data, processes and team members with intelligent business applications.It provides a single customer view while helping to build stronger relationships, provide excellent customer service and improve employee productivity and performance.
“I can’t recommend DXC highly enough. I had never previously worked with them but heard only good feedback.”
— A spokesperson from the care provider