A growing CRM for healthcare services provider delivers support to individuals with intellectual and developmental disabilities. Headquartered in North Carolina but with branches in two other states, the company had plans to expand operations into more states. The healthcare services provider needed a CRM solution that could manage both high-touch customer interactions and detailed care-provider vetting.

CUSTOMER PROFILE

Customer: A healthcare services provider that works with adults and children with intellectual and developmental disabilities.

Industry: Healthcare services

Region(s): United States

Products and services:
Dynamics 365 Customer Service
Dynamics 365 Sales
Dynamics 365 Customer Insights-Journeys
Power Apps
Power BI

SITUATION

The company faced complex challenges in matching clients with providers. With over 900 active clients and 6000 Direct Support Professionals (DSPs), matching a client with a provider was a complicated and nuanced process. Each client had unique needs, and balancing factors like capability, personality, availability, and experience involved referencing data in multiple systems and Excel.

SOLUTION

Dynamics 365 Customer Service provides a streamlined experience for managing client cases. Dynamics 365 Sales tracks leads for provider onboarding opportunities. A custom Power App and Azure Batch Process function automate the provider vetting process, quickly identifying individuals who would be the best fit for the organization's clients. Rounding out the experience, Customer Insights-Journeys keeps clients connected through timely marketing communications, SMS reminders about upcoming appointments, and external advertising.

OUTCOME

By centralizing operations on Dynamics 365 and automating critical workflows, the company's team members now have more time to focus on meaningful client interactions. Dynamics 365 Customer Service and Sales creates a comprehensive CRM platform, providing a 360-degree view into client cases and providers' activities. Power Platform and Azure delivered a scalable solution for a highly specialized business case, ensuring that this healthcare services provider can still deliver the same high-quality client care as the business grows.