Case Study
Navigating Requests for a 175-Year-Old Company – Without Breaking the Budget
The client’s customer service team was drowning in disconnected systems. Customer inquiries came through email, phone, walk-ins, and a member portal—but none of it talked to each other. Vendor management happened in spreadsheets. Partner communications lived in someone’s inbox. The team spent more time tracking down information than actually helping people. Cases slipped through cracks. Response times stretched. Customer satisfaction scores dipped. They needed one system that could handle everyone—customers, vendors, and partners—without the chaos.
85% Fewer
Fewer Manual Tasks
50% Faster
Case resolution time improved by 50%
the client isn’t new to financial services. They’re a insurance and finance company serving thousands of members. But growth created complexity. What worked when they were smaller—a patchwork of tools and manual processes—couldn’t scale. They needed a platform that could manage member cases, vendor relationships, and partner coordination in one place. Microsoft Dynamics 365 made sense. It could handle the volume. It could integrate with their existing tools. And it could give everyone—staff, members, vendors—the visibility they needed.
Manual processes were costing them hours every day. Staff toggled between systems to answer simple questions. Members waited days for responses that should have taken hours. Vendor cases got lost in email threads. The breaking point came when leadership realized they couldn’t track basic metrics—case resolution time, customer satisfaction, vendor performance—because the data lived in six different places. They needed help. Fast. Someone who could design a system that actually fit how they worked, not force them into a cookie-cutter solution.
The introduction came through a colleague who knew coResolute. The client needed help thinking through their Dynamics 365 strategy. Not just implementation—actual strategy. What should the system do? How should it work? Who would use it and how? coResolute started with discovery. Long conversations. Process mapping. Understanding not just what the client said they needed, but what they actually needed. Trust built through those early sessions. When the client was ready to move forward with the full implementation, coResolute was the logical choice.
The client didn’t need a vendor who would hand them a system and walk away. They needed a partner who would design something purpose-built. A case management system that handled every channel—email, phone, SMS, web portal. Member and vendor portals that gave people self-service options without creating more work for staff. Automation that eliminated repetitive tasks. Integration with Outlook, Twilio for SMS, Azure for storage. And most importantly, a system that staff would actually want to use because it made their jobs easier, not harder.
coResolute built the system in phases over several months. First came the core case management setup—configuring how cases flowed, who handled what, and how priorities got assigned. Then the member portal, where customers could submit cases, track status, and get answers without calling. Then the vendor portal for external partners to manage their own cases. Throughout, coResolute focused on automation. Emails triggered case creation automatically. SMS notifications kept members informed. Files stored efficiently in Azure. Month by month, manual work disappeared. The system started handling what staff used to handle manually.
The implementation was solid, but what the client valued most was coResolute’s flexibility. Requirements changed mid-project—they discovered new workflows that needed automation, identified integration opportunities they hadn’t considered. Instead of change orders and delays, coResolute adjusted. They brought ideas the client hadn’t thought of. “What if we route cases this way?” “Have you considered automating that?” The team felt like partners working toward the same goal, not vendors protecting their scope. Regular check-ins kept everyone aligned. Problems got solved before they became crises.
Not every decision was easy. There were moments when The client’s team pushed back on recommended approaches. Conversations about whether to customize certain features or stick with out-of-box functionality. Debates about automation rules and approval workflows. But those conversations stayed constructive. coResolute explained tradeoffs clearly—here’s what you gain, here’s what you risk—and let the client decide. No defensiveness. No “trust us, we’re the experts.” Just honest dialogue between partners trying to build the right thing.
Like most coResolute engagements, the project used their hybrid model—U.S.-based strategy and project management with offshore development resources. Time zones required careful coordination. Some communication needed extra clarity. But the model delivered what the client needed: responsive local leadership who understood their business, backed by a broader team that could move fast and keep costs reasonable.
When the system went live, coResolute didn’t just hand over documentation and disappear. They trained The client’s team thoroughly. Built knowledge bases. Stayed available for questions as staff got comfortable with new workflows. The goal was always to empower the client to own and operate the system themselves. A few months post-launch, the client was running smoothly. coResolute had done what they came to do—built something that worked and made sure the client could keep it working.
Looking back, The client’s leadership points to specific outcomes. Manual tasks down 80%. Case resolution 50% faster. Customer satisfaction at 95% with SLAs consistently met. But the bigger win was having one system everyone could use—staff, members, vendors, partners. No more toggling between tools. No more information hiding in email threads. Complete visibility into who needed what and how fast they got it. The system didn’t just work. It made everyone’s job easier.
The client learned something important during this process. The technology mattered, but the partnership mattered more. A system is only as good as the implementation behind it. coResolute didn’t just configure Dynamics 365—they designed workflows that fit The client’s reality. They automated what should be automated. They left flexibility where the client needed it. And they made sure the team felt confident running the system after launch. When you find a partner who listens that hard and delivers that thoughtfully, you’ve found something rare.
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