Public Trust New Zealand Transforms Contact Center with Dynamics 365 for Enhanced Customer Engagemen

Dynamics 365 revolutionizes contact center operations at New Zealand’s Public Trust
New Zealand’s Public Trust, a government-owned entity managing more than 5,000 estates and 430 charitable trusts, recently took a leap into the future of customer engagement. Driven by an urgent need to replace an aging contact center solution, the organization set its sights on a comprehensive digital transformation using Microsoft’s Dynamics 365 suite. This bold move promises to deepen customer connections, streamline employee operations, and lay the groundwork for a more agile service model.

The Need for Rapid Transformation​

Public Trust has built its reputation by helping thousands of New Zealanders with essential legal services each year—including will creation and power of attorney appointments. Yet, behind the scenes, the organization grappled with a legacy system that focused primarily on call handling rather than holistic customer management. Key challenges included:

• An aging in-house contact center platform that offered only basic call pickup and transfer abilities.
• Disjointed customer interaction records, which forced staff to switch between screens and systems.
• Frequent technical malfunctions such as system reboots, non-functional headsets, and issues with employee profiles.
• A telephony platform nearing its end of support, with an impending deadline of March 2024.

Faced with these challenges, Public Trust realized that the traditional methods of customer communication were no longer sufficient. The need to integrate data analytics and streamline operations led the organization to seek a modern, scalable solution that could evolve alongside its business.

Embracing a Digital Future with Dynamics 365​

To address these urgent challenges, Public Trust decided to overhaul its customer engagement strategy. The solution came in the form of a robust customer engagement hub built on Dynamics 365 Contact Center, augmented by Dynamics 365 Customer Service and Copilot in Dynamics 365 Customer Service. Teaming up with Microsoft Partner Fusion5, the organization achieved a full deployment in just three months—a testament to rapid collaboration and focused innovation.
Key components of the new system include:

• A unified platform that seamlessly integrates customer interactions, keeping records, and relationship management in one central hub.
• Omnichannel engagement capabilities that include voice calls, email, text messaging, and chat apps.
• Enhanced communication tools such as automated call transcription, conversation summaries, and interactive voice response (IVR) guided by AI.
• Integrated data analytics to glean valuable insights into customer behavior and enhance service quality.
• Skills-based routing to ensure customers are promptly directed to the right expert, whether they interact in person, over the phone, or virtually.

Enhanced Customer Communication​

One of the standout features of the new solution is its ability to provide a third channel of communication. In addition to traditional in-person visits and online transactions, Public Trust now offers telephone-based interactions that are intelligently routed using AI. This multi-channel approach is particularly beneficial in ensuring that every customer query is managed with precision and personalization.
Highlights of the enhanced communication strategy include:

• Digital trustees who guide customers through a Copilot-assisted IVR flow.
• Automatic recording and transcription of hundreds of daily emails, calls, and live chats.
• The capability to leverage AI-driven insights to understand customer histories and tailor interactions accordingly.
• A robust system that smoothly integrates with the core financial system, NavOne, thereby ensuring data consistency and streamlined operations.

Such improvements allow contact center employees to focus more on engaging meaningfully with customers rather than juggling multiple systems, ultimately boosting both efficiency and customer satisfaction.

Streamlining Operations and Driving Efficiency​

Public Trust’s initiative is not just about modernizing customer interactions—it’s also a strategic move to enhance operational efficiency. The new Dynamics 365-based platform simplifies internal workflows by consolidating disparate data sources into a single system. This integration eliminates the need to manually cross-reference historical interactions, paving the way for:

• Faster call resolution times.
• More informed, data-driven customer engagements.
• A reduction in technical downtimes due to integrated systems that work cohesively.
• Improved employee productivity through reduced switching between multiple applications.

Scott Marlow, Public Trust’s Head of Service Delivery, emphasized that the previous system was cumbersome and insufficient for managing complex customer interactions. By investing in a unified solution, the organization is now empowered to deliver timely, accurate, and personalized service across all communication channels.

Leveraging Microsoft’s Ecosystem​

An essential aspect of this transformation was Public Trust’s strategic partnership with Microsoft technologies. Having already invested in Microsoft Power Apps and Power BI, the organization was well-positioned to expand its digital footprint further. The decision to harness Dynamics 365 was a natural progression in this journey, offering several benefits:

• A scalable platform that adapts as the organization grows, ensuring longevity and relevance.
• Enhanced security and compliance features critical for managing sensitive legal and financial records.
• Seamless integration with existing Microsoft products, which facilitates smoother implementation and reduces training time for employees.
• Real-time data analytics that empower staff to make informed decisions during customer interactions.

Paul Spurway, General Manager—Customer Engagement and Collaboration at Fusion5, noted that the collaboration was instrumental in deploying the new system on such a tight schedule. This fast-paced integration was necessary given the approaching obsolescence of the previous telephony platform, positioning Public Trust at the cutting edge of technological innovation.

Overcoming Technological Challenges​

No digital transformation journey is without its technical hurdles. The legacy system’s limitations were not just operational but also affected the reliability of everyday processes. Public Trust encountered issues such as:

• Unplanned system reboots that disrupted customer service continuity.
• Equipment failures, particularly with headsets and call profiles, which hampered effective communication.
• Difficulties in accessing comprehensive customer data due to the fragmented nature of the existing solution.

By transitioning to Dynamics 365, these challenges have been systematically addressed. The modernized system ensures that operational glitches become a relic of the past, while also bolstering the department’s capacity to manage increasing digital traffic efficiently. The integration of AI for transcription and customer data analysis further reduces the incidence of manual errors, thereby empowering staff to focus on value-added engagements.

Future-Proofing Customer Engagement​

Perhaps the most compelling aspect of Public Trust’s transformation is its forward-looking approach. As technology continues to evolve, the organization is committed to staying ahead of the curve by investing in agile, adaptable solutions. The benefits realized from the Dynamics 365 adoption extend far beyond immediate operational improvements:

• The capability to quickly adapt to new communication channels as customer preferences change.
• The potential to integrate even more advanced AI tools for predictive analytics and proactive customer engagement.
• An infrastructure that supports future scalability, ensuring that Public Trust can meet the growing digital demands of New Zealanders.
• A sustainable model that is both self-funding and geared towards delivering long-term value for citizens and employees alike.

Public Trust’s digital transformation is emblematic of a broader trend within the public sector—a renewed focus on leveraging technology to enhance service delivery while driving operational efficiency. By embracing a robust Microsoft solution, the organization not only meets current needs but also lays the groundwork for a smarter, more responsive future.

Key Takeaways​

• Public Trust’s transition from a basic, fragmented contact system to an integrated Dynamics 365-powered engagement hub marks a major shift in public service delivery.
• The solution streamlines communication via omnichannel capabilities, merging traditional methods with digital advancements like AI-enhanced IVR and real-time analytics.
• Rapid deployment in just three months underscores the importance of agile partnerships and readiness to embrace innovation.
• The integration of Microsoft’s suite of tools reinforces operational efficiency, improves customer interactions, and future-proofs Public Trust’s digital infrastructure.
• This move is a strong example of how modern IT solutions can transform public administration, enhancing both employee productivity and customer satisfaction.

Conclusion​

New Zealand’s Public Trust has set a high benchmark for digital transformation in the public sector. By replacing its outdated contact center solution with a cutting-edge Dynamics 365 engagement hub, the organization has not only significantly improved its operational efficiency but also deepened the bonds it shares with the citizens it serves. This transformation is a testament to the power of modern technology to solve traditional challenges and paves the way for even greater innovation in public services. With a keen focus on sustainability and adaptability, Public Trust is poised to continue delivering exceptional service to New Zealanders while setting an example for other public institutions in the digital age.
This case study also serves as a compelling reminder for IT professionals and public administrators alike: investing in the right technology can lead to both enhanced customer experience and streamlined operations, ensuring that critical services evolve to meet the demands of an increasingly digital world.

---

Source: Microsoft New Zealand’s Public Trust drives deeper customer connections and employee efficiency with Dynamics 365 | Microsoft Customer Stories