INDUSTRY
- Health & Social Care
- Not for Profit
PROJECT TYPE
- Patient Care Platform
TECHNOLOGIES USED
D365 Customer Service
D365 Customer Voice
D365 Sales
Power BI
Power Apps
Background
For nearly 50 years, MSI Reproductive Choices has helped people access reproductive healthcare across some of the world’s most diverse and remote communities. Supporting millions of client interactions each year across multiple countries, MSI partnered with Velrada and Microsoft to strengthen client engagement, improve service delivery, and gain deeper visibility into the impact of its care programs.
The Challenge
As MSI’s global operations continued to expand, the organisation needed a more connected approach to managing client interactions, collecting feedback, and supporting continuity of care. With limited visibility across customer touchpoints and data spread across multiple systems, MSI sought a solution that would help teams deliver more personalised, responsive, and informed care experiences.
Velrada’s Solution
Using Microsoft Dynamics 365 Customer Service, Dynamics 365 Customer Voice, Dynamics 365 Sales, Power BI, and a custom Power App developed by Velrada, MSI transformed how client information and feedback are captured, managed, and actioned, delivering:
- A connected view of client interactions across contact centres, care teams, and service providers
- More personalised support through improved case management and client history visibility
- Greater productivity and collaboration across global contact centre operations
- Real-time client feedback collection and reporting to support continuous service improvement
- Data-driven insights that help demonstrate impact, measure outcomes, and support future growth
Dynamics 365 has provided robust data visibility and increased collaboration which enables us to drive efficiencies, manage performance more effectively, and ensure that women who reach out to us are getting more accurate information, reliable referrals to high quality care, and a seamless experience in their healthcare journey.
Jennifer Gassner, Director of Marketing and Innovation, MSI
Outcome & Impact
By combining Microsoft’s technology ecosystem with Velrada’s healthcare and customer engagement expertise, MSI established a scalable platform that supports both operational efficiency and high-quality client care. The solution empowers contact centre teams with the information they need to resolve enquiries faster, improve continuity of care, and create a more seamless client experience.