Streamlined Case Management Empowers Omni Channel Engagement

Dynamics CRM back office combined with Microsoft’s Unified Service Desk client, delivers efficient handling & processing of inbound calls from citizens.

Cork City Council_Unified Service Desk_Case Study Web Graphic

The Business Challenge...

Faced with an imminent expansion of its boundaries to include 85,000+ more citizens, Cork City Council engaged OpenSky to bring its CRM and customer service portals into one unified service to assist citizens via telephone, email, and its online portal.


  • Installation and configuration of a unified service desk

  • Facility for Logging of all Directorate Cases

  • Facility to Log inbound enquiries from members of the public

  • Phone System integration functionality

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