Healthcare Service Modernization
Dynamics 365 customer-service agents and a redesigned integration architecture, reducing annual integration costs from $210,000 to $18,000.
Engineering continuity through change
For a healthcare insurance client, we brought established service processes into Dynamics 365 Customer Service and introduced agent capabilities within that operating environment. The work combined platform migration, customer-service assistance, and a redesign of the integration architecture.
The business process came first
Moving platforms required more than transferring data. Salesforce customizations and business processes had to be implemented in Dynamics 365 while preserving continuity for the people responsible for customer service. In a regulated setting, introducing agents also makes the relationship between assistance, responsibility, and dependable execution especially important.
Agents within the service workflow
We implemented the client’s business processes in Dynamics 365 Customer Service, enabled Copilot assistance for customer-service representatives, and customized the Dynamics 365 Customer Service Agent for the client’s needs. The agent work addressed triage, intelligent assistance, and proactive case resolution.
Alongside that work, we redesigned the integration architecture and implementation strategy to reduce recurring costs while maintaining reliability, scalability, and performance.
A measurable engineering result
The integration redesign reduced annual costs from $210,000 to $18,000—about 90%.
The engagement illustrates why agent capability must be supported by sound enterprise engineering. Agents enter an existing system of work, with business processes and people already accountable for its outcomes. Our focus on fidelity grows from that practical requirement: useful assistance must remain faithful to the work it is intended to support.