METHEALTH, NAMIBIA

The client required an automated workflow to efficiently manage and track new NMC applications, which were previously handled manually via email. This manual process resulted in delays, missed requests, and lack of accountability.

Solution

The solution implemented was a tailored on-premise Dynamics 365 Customer Service setup focused exclusively on automating and managing cases for the Membership queue. It streamlined the handling of high-volume membership-related emails by automatically converting incoming emails into cases using ARC rules, routing them to the appropriate team, and applying SLA-based escalations.

Key solution features included:

• Automated Email-to-Case Conversion for the Membership mailbox.
• A dedicated Membership queue with custom case routing and handling rules.
• Custom fields on the Case, Contact, and Account entities to track membership-specific data (e.g., Membership Number, Web ID, Outstanding Documents).
• SLA configuration with automatic escalation triggers at 8, 16, and 24 hours.
• Integration with on-prem SQL Server to surface client data within Dynamics.
• Role-based access control aligned with team responsibilities and Active Directory.
• Dashboards and views to give team leads visibility into case volumes and performance.

The solution enhanced visibility, accountability, and response times for Membership-related cases while ensuring all data remained compliant with national data residency laws.

1. Improved Case Visibility and Accountability: All incoming membership emails are now tracked on Dynamics and those that meet the set criteria are automatically converted into cases, ensuring nothing is missed and each query is tracked from receipt to resolution.
2. Automation of Manual Processes: Manual triaging of emails was eliminated, reducing human error and administrative workload. ARC rules ensure faster, consistent handling of member requests.
3. Better SLA Compliance: SLA timers and escalation rules at 8, 16, and 24 hours help ensure timely responses, improving service quality and helping teams meet internal and regulatory KPIs.
4. Real-Time Monitoring and Reporting: Dashboards and system views allow team leads to monitor workloads, spot bottlenecks, and track performance metrics in real-time.
5. Custom Fit for Membership Operations: Custom fields and routing logic were built specifically for the Membership team’s workflows, making the system intuitive and aligned to how the team works.
6. Data Security and Compliance: All data is processed and stored on-premise, fully aligning with national data protection laws and internal IT security policies.
7. Enhanced Team Collaboration: By centralizing all membership cases in a shared queue, team members can support each other more effectively, enabling faster resolutions.
8. Reduction in Missed or Lost Emails: The risk of emails being overlooked in a shared inbox has been significantly reduced, thanks to automatic case creation and queue tracking.