Enterprise CRM Supports Case Management in Cork City Council using Dynamics 365 CE
Streamlined Case Management Empowers Omni Channel Citizen Engagement for Increasing population from 125,000 to 210,000
Dynamics 365 CE back office combined with Microsoft’s Unified Service Desk client, an ambitious deadline to support Cork City Council's boundary extension, delivers efficient handling & processing of inbound calls from citizens.
"This project coincided with the boundary extension of Cork city, increasing its population from 125,000 to 210,000; we currently field circa 750 calls per day. This project has now greatly improved the customer experience, ensuring customers of Cork city council and the public can now interact with a customer service agent during office hours. Customer service agents using MS Dynamics can guarantee that the issue is assigned to the correct internal party."
PROJECT LEAD: CORK CITY COUNCIL
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