Case Management

Dynamics 365 includes Case Management as a core capability, offering a highly flexible framework for handling a wide range of enquiries and service needs. Whether the request comes from a member or internal staff, the system supports the management of questions, issues, service requests, grant applications, and arbitration cases in a structured and efficient way. Each case can be categorised, prioritised, and assigned to the appropriate team through configurable queues and automated workflows, ensuring that the right individuals are notified and able to take action promptly.

The platform also helps organisations remain compliant with Service Level Agreements (SLAs) by continuously monitoring case progress. If a deadline is at risk of being missed, Dynamics 365 can automatically escalate the issue, reroute it to senior staff, or trigger additional notifications to ensure timely resolution. This proactive approach supports improved customer service, operational efficiency, and overall accountability.

In addition to case handling, Dynamics 365 provides built-in tools for customer service appointments, staff coordination, and resource management, allowing organisations to schedule and allocate resources directly within the platform. All related case documents—such as correspondence, evidence files, forms, invoices, and deposits—can be stored within the case record, providing a complete and accessible audit trail.

The system also features a comprehensive resource booking calendar with full Microsoft Outlook integration, enabling seamless scheduling, synchronisation, and visibility across teams. This ensures that staff availability, meeting times, and service appointments can be managed effortlessly, improving both internal coordination and service delivery.