Overview

The Energy & Water Ombudsman NSW (EWON) is the government approved dispute resolution scheme for New South Wales’ electricity, gas and water customers. EWON processes around 26,000 complaints each year across 67 registered providers with this number expected to significantly increase over the coming years due to regulatory changes.

The Problem

With Microsoft ending its support for Dynamics CRM 2011 and the increased growth in both complaints and the number of providers, EWON needed to quickly upgrade systems and business processes to meet these challenges. This included:

• Upgrading and extending the existing complaints handling system
• Developing a new online complaints portal
• Developing a new membership management system with an online member portal.

The Solution

Dialog upgraded the complaints handling system from Dynamics CRM 2011 to Dynamics 365. The upgrade included a rebuild of the case entity, SharePoint integration, automation of email activities, creation of business processes and migration of the existing case data into the new system.
The new membership management system was built as an integrated solution with the existing complaints handling system in Dynamics 365. It features custom member enquiry and membership entities, integration of membership (providers) with cases, a new document management system and the automation of email activities.

Dialog's solution has resulted in increased case handling efficiency and reduced turn-around time in converting online complaints from 2 hours down to 5 minutes,

The new online complaint, member enquiry and membership application processes were implemented using Microsoft Dynamics 365 Customer Engagement Portal. The design includes integration of all forms data into Dynamics 365 with automatic contact, case, membership and organisation record creation. The solution also provides automation of all email notifications to customers with case and membership document integration in SharePoint and antivirus scanning of customer uploaded documents.

Outcome

The new solution has resulted in increased case handling efficiency and reduced turn-around time in converting online complaints from 2 hours down to 5 minutes. It created a single repository for associated membership data and contact information and greatly reduced the need for manual intervention in the membership application process.